4 ways to increase customer retention
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By now, it’s a well-known fact that acquiring a new customer can be more costly and difficult than retaining an existing one. To be more precise, acquiring a new customer costs almost five times the cost of retaining one.
And nearly 52% of marketers use emails for customer retention. While your usual campaigns might work for retaining customers, there is a way you can take it one step further, and that’s with interactivity.
In this edition, we’ll discuss some retention techniques and how you can implement them with interactive emails.
1. Understand the customer’s experience and improve it
Hearing directly from your customers helps you understand what works and what doesn't. You can identify common complaints and fix the issues to make sure customers have a good experience with your brand/product.
It can be as simple as a “thumbs up or thumbs down†after resolving an issue. Like this ????
Or it can also be a more detailed feedback survey with specific questions like
Here are some ready-to-use templates with these interactive elements to help you get started.?
2. Ask the customers what they want and give it to them
We might not always know what our customers need or what is best for them. So, just ask and give them what they want. One of the most famous brands that does this is Blogilates, which collects its audience's opinions and creates what they need.?
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You can do this inside the email by including a poll where your customers can share their opinions on the product/idea.
3. Give them a reason to stay by incentivizing their loyalty
This is the most obvious strategy, but many underestimate it. It’s simple: give them a reason to stay and keep buying from you. One reason they stay is that they know they are getting a good deal from you.
Most brands incentivize loyalty with several kinds of rewards like:
- Membership tier system with increasing rewards as they go up the tier
- Points earned from each purchase that can be redeemed
- Exclusive coupons/discounts
- Birthday gifts, etc.
Now, you can send a simple incentive email with the coupon code in it. Or you can make it much more exciting and eye-catching by sharing the coupon using a fun interactive game like the one below.?
We already have a library of such click games, but if you want to create your own, find out how to do so here.
4. Identify and target churn risk customers
The above-mentioned steps are great to implement from the beginning of the customer journey to retain them longer.?
But if you are at the last stage where you think customers are going to churn, then you will have to segment them and target them separately.?
You can target them by sending them emails or your team can directly get in touch with them and try to prevent churn.
In both cases, you will have to try to get them to stay, which you can do by providing some high discounts or helpful resources to help them navigate/use your product.?
If you want more information about these emails and when to send them, check out the email flow we created for it.
That's all, folks! I'll see you next month with more tips and ideas. If there is something we can do better for you, please let me know in the comments.
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