Succeeding in modern business is often a constant uphill battle. With so many aspects involved in running even a small company, it’s no wonder so many fail.
Marketing is a key element to success, along with learning how to attract an audience that wants to stay for the long term.
That’s why customer lifetime value is such an whatsapp blasting important metric. Not only is it cheaper to retain a customer than it is to acquire a new one, but satisfied customers are also more likely to become brand advocates.
People who have had a truly positive experience with your brand will be happy to recommend it. Let’s look at how to attract and acquire them.
The Link Between Customer Retention and Advocacy
Customers who continue to use your brand not only continue to spend money, but also generate additional revenue. In the financial services sector,5% increaseCustomer retention will result in more than 25% profit growth.
Besides that, satisfied customers are bound to recommend you.Because 90% of people will. Now you can see the important connection between retaining customers and creating an army of brand advocates.
Remember, it’s not enough for someone to continue doing business with you simply for them to recommend you. They need to feel true loyalty. Their connection to your brand needs to transcend all the temptations that other brands keep throwing at them.
While this may sound like a pipe dream, it is actually possible. Glossier is a well-known brand in the beauty industry that has grown into a household name thanks to the support of their customers. They did this by building a community that loves them and truly appreciates them.
Let’s look at five ways you can replicate their success to retain customers and inspire them to become advocates.
A sense of accomplishment is everything
First, you need to make sure your customers actually get the products they ordered. This may sound like a very simple and obvious fact, butNearly 70% of customersIf they don’t receive their order in just two days, they’ll most likely leave you.
You don’t necessarily have to promise next-day delivery, but a real-time tracking option will be very useful. It will help your customers plan their day around the delivery so they can be sure they’ll be there to receive the package.
Of course, it is vital to deliver within the establish communication methods between markets and teams deadline you promised. Don’t make claims that you don’t expect to keep, as this will only backfire. Honesty, especially when it comes to delivery times, is always the best policy. Just imagine how you would feel if the birthday present you promised would be delivered on time didn’t show up?
Feelunique is a brand that does an amazing job with fulfillment. They typically ship within a day, and they even ship worldwide. They also offer tracking codes to help customers stay informed. Tracked shipping is free over a certain order value, providing an extra incentive to shop. Plus, they can notify you when there are only a few pieces left in stock so you know to place your order on time.
Make returns easy
Nearly 80% of shoppersClaim that they will shop more if they know they have the option of free returns. While you may not always be able to offer completely free returns, be as generous as possible. Most importantly, make sure your returns process is simple and straightforward.
First, don’t hide your return policy on your website. Make it prominent and clearly state everything. Note the return address and conditions in bold.
Make fast processing of returns part of your focus. Whether you have a specific department that handles these issues or you simply assign the task to your fulfillment team, make sure they are able to return customers’ funds as quickly as possible.
If you sell products that are more likely to quick signs be returned, make returns a key feature of your website. You can also include a card with each order telling customers what to do if they are unhappy with their purchase.
Amazon has the best return rate.Especially their Prime Wardrobe featureThey offer the option to try out multiple items and return the ones that don’t fit for free. If you receive a lot of returns and this puts a serious dent in your budget, you don’t have to pay for return shipping.
However, make sure you offer your customers as many services as possible. This way you make them feel more secure and more likely to make their first purchase. Then, the rest of your services should be used to convince them to stay.
Handling enquiries and complaints effectively
Every business is likely to deal with complaints and inquiries, no matter how well they operate. That’s why your customer service team is a key element in helping you create brand advocates or reduce conversion rates from first-time visitors.