5 Ways to Boost Customer Retention

5 Ways to Boost Customer Retention

Nahla Davies

You may have heard the statistic that it is more costly to onboard new customers than nurture current ones. Customer retention is a vital component to a successful business, because repeat customers tend to spend more per transaction and provide consistent revenue. During the holiday season, for example, they are estimated to spend 25% more per transaction than non-repeat customers.

For these reasons and more, it is crucial for businesses across all industries to prioritize customer retention in every aspect of their processes. Let’s explore the best ways to invest in your existing customers and turn them into loyal brand promoters.

Show you value your customers

Many factors come into play when people choose to purchase from a business. If they know they are valued, they are more likely to return for future purchases.

Listen to feedback

Survey responses, reviews, and complaints can help you pinpoint areas that need improvement and make changes to enhance your business. At the same time, change can be difficult for people to accept, so it is vital that you show how your enhancements address problem areas. Keep an open line of communication with your clients and let them know they are being heard. At times, it may be best to schedule time to discuss and address client concerns.

Reward loyalty

There are a number of ways to give back to your clients. It could be as simple as providing free shipping after a set spending amount or a discount code when they sign up for your email list.

Loyalty programs have also increased in popularity. They allow a customer to understand what discounts are available and how they can earn more rewards. In 2020, there was an average of 6% higher purchases from loyalty members when compared to non-loyalty members. If you opt for such a program, make sure it is easy to understand and requires minimal effort from customers.

Increase value

A high-quality product or service is only one part of the patron’s experience. Value goes beyond the quality of the service or item, and there are a multitude of ways to boost value through free information and services. For example, tutorials can help customers better use the product while showing your support. You may also want to include a frequently asked questions page (FAQ), trouble-shooting tips, and a customer support line.

Improving the customer experience with helpful resources and feature tips is an effective way to increase engagement and retention.

Protect customer information

A security breach can be devastating for you and your customers - stolen funds, lawsuits, and destruction of customer rapport. If you are handling sensitive data like credit card information, it is imperative to protect it in keeping with industry standards. Ensuring PCI compliance will help you protect your data and your client’s information, which could save you and your customers from major losses.

Robust security and compliance can also be used as part of your marketing. People are more likely to spend money and revisit a place they know they can trust. There are many ways security can be embedded into branding to show customers you are trustworthy.

Email newsletters can be used to notify customers about security updates and help them to understand how their data is protected. Keep in mind that Gen Z has grown up with cyber do’s and don'ts, so they may also recognize security logos embedded in your site. In addition, any outside software and services you use should also have security measures in place, and you should ensure your customers of this so they know you are protecting their data and storing and handling it securely.

Enhance efficiency and efficacy

Overnight shipping and instant communication have created the expectation for rapid turnaround. Mistakes and clunky systems eat away at your time and decrease customer satisfaction. Simplifying and automating tasks can boost your customer experience by increasing turnaround rates and reducing the likelihood of a mistake occurring.

In these expectations, people are especially sensitive when it comes to money. High quality invoice software can simplify payment requests and fulfillment to make the process feel more seamless and secure for your customers. When choosing a software, you want one that comes with critical features such as instant updates and automatic inventory tracking to make things easier for your clients and your staff.

You may also want to consider other forms of automation. A chatbot, for example, can address minor complaints, work for you 24/7, and tackle multiple inquiries at once. Automation can also be implemented into your email system which can follow-up with clients, launch marketing campaigns, and reach your entire email list in moments.

Additionally, automation can simplify or eliminate repetitive tasks for you and your team. There are many ways it can be used for scheduling, such as managing waitlists and sending out automated messages. Both help to keep your schedule full and keep your clients happy.

Build a professional website

Your website acts as a virtual storefront. Here patrons learn what your business is, browse and purchase products, and seek customer service.

An unorganized or unresponsive website will make your business confusing and hard to work with. It may even give the impression that your products and services are the same way and can drive customers away. You also want to make sure your site is mobile compatible. You will improve user experience when you ensure all customers can easily load and navigate your webpage from any device.

According to web developer Nathaniel Finch from Best Web Hosting Australia, web building tools represent the most efficient option for entrepreneurs to get a website developed quickly. “Website builders are incredibly easy to use, even for beginners,” says Finch. “You don’t need any coding knowledge to use many of the best website builders on the market. This allows you to create your website exactly as you imagine it without needing to go through years of schooling first.”

Keep in mind that your business may require additional tools/software embedded or separate from your site. These external resources should still be connected to your company with a custom brand persona and a streamlined user experience. Otherwise, it may seem unprofessional, or worse, come off as a scam.

Understand your customers

Letting your customers get to know you and getting to know them helps create a personal experience. Social media is a great tool to use to build connections and a community around your brand.

People love to stay up to date with their favorite brands, see the behind-the-scenes process, and interact with others who have similar interests. Contests, hashtags, and merchandise are a few of the ways you can get your patrons involved. They provide an avenue of interaction while also creating word of mouth marketing.

Plus, monitoring what customers interact with can help you to understand their needs and wants. Utilizing these analytics will help you to create more effective marketing campaigns, methods for up-selling, and tailored experiences to develop loyalty to your brand.


Customer retention is an essential part of creating a business that thrives in the long term. Value goes beyond the quality of a product or service. Connection breeds loyalty, and consistent positive experiences build trust between you and your patrons. Satisfaction and efficiency can be boosted with the right tools to help you to guarantee the return of your clients for years to come.

Schedule appointments with customers and clients to increase engagement, trust and loyalty. See how TimeTap can help boost your customer retention.

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