Marketers of the biggest brands will tell you that customer retention plays a key role in the profitability and growth of companies.
In 2020, digital customer acquisition and retention strategies took a front seat to accommodate for the meteoric rise in e-commerce. As we turn our eyes to what 2021 holds, brands must increasingly rely on digital strategies to keep pace with the new business landscape.
Understanding the customer is key. That means leveraging journey mapping, customer feedback programs, and behavioral data to evaluate where the journey requires improvements.
Did you know it costs five times more to acquire new customers than it does to retain current customers?
And did you know existing customers are 50% more likely to try a new product of yours as well as spend 31% more than new customers? Whether or not you currently have a loyalty program that encourages your customers to return and conduct more business with you, the above statistics clearly show the importance and impact of a successful customer loyalty program.
Door: Eelco Krikke.
In een ideale wereld onderhouden service- en sales teams onderling nauwe relaties met elkaar. Daarnaast versterken en verlengen ze elkaars dienstverlening aan de klant. Om dat ook daadwerkelijk in de praktijk mogelijk te maken, moeten beide ‘kampen’ het eens worden over het einddoel – een positieve klantervaring.
The best customer retention tactics enable you to form lasting relationships with consumers who will become loyal to your brand. They might even spread the word within their own circles of influence, which can turn them into brand ambassadors.
Personalized mobile shopping is on the rise, with retailers already leveraging its vast potential for enhanced customer experiences. This drive has been triggered primarily by mobile-first shoppers