What are the most effective ways to optimize customer retention rates in 2018?

2 Communicate value

The second step to optimize your customer retention rates is to communicate the value of your brand, product, or service to your customers. You need to highlight the benefits, features, and differentiators that make your offer unique and superior to your competitors. You also need to showcase the results, outcomes, and testimonials that demonstrate your value proposition and credibility. You can use various content formats, such as blog posts, videos, infographics, case studies, and webinars, to deliver value and educate your customers.

3 Build relationships

The third step to optimize your customer retention rates is to build long-term relationships with your customers. You need to engage your customers with consistent and timely communication across multiple channels, such as email, social media, chat, and phone. You also need to provide excellent customer service and support, and respond to their queries, complaints, and feedback promptly and effectively. You can also use loyalty programs, rewards, discounts, and referrals to incentivize your customers and make them feel appreciated and valued.

4 Optimize user experience

The fourth step to optimize your customer retention rates is to optimize your user experience on your website, app, or platform. You need to ensure that your user interface is intuitive, responsive, and accessible, and that your navigation, layout, and design are clear, simple, and attractive. You also need to ensure that your website, app, or platform is fast, reliable, and secure, and that your content is fresh, relevant, and updated. You can use tools such as heatmaps, user testing, and analytics to identify and improve the pain points and friction areas in your user experience.

5 Encourage feedback

The fifth step to optimize your customer retention rates is to encourage feedback from your customers. You need to ask your customers for their opinions, suggestions, and ratings on your brand, product, or service, and show them that you care about their views and experiences. You also need to act on their feedback and implement the changes and improvements that they request or recommend. You can use surveys, polls, reviews, and social media to collect and monitor feedback from your customers.

6 Foster community

The sixth step to optimize your customer retention rates is to foster a sense of community among your customers. You need to create a platform or channel where your customers can interact, share, and learn from each other, and where you can join the conversation and provide value and support. You also need to create a brand identity and voice that resonates with your customers and reflects your values and mission. You can use forums, groups, blogs, and podcasts to create and nurture a community around your brand, product, or service.