How to Improve Customer Experience to Boost Retention Rate
As marketers, one of your most important goals is to boost your sales and increase the overall profit of your business. So what do you do to make that happen? You acquire new customers and then convince them to make a purchase, right?
But that’s not the only way to boost your sales. Acquiring new customers isn’t easy. It’s time-consuming and is an expensive affair.
Studies show that acquiring new customers can cost you anywhere between 5 to 25 times. This makes sense because, unlike retaining your existing customers when you are targeting new ones, you have to freshly invest your time, money, and resources to make the process a success.
But by retaining your existing customers, you can save all of that. So instead of focusing on acquiring new customers, it can be wiser to focus on retaining the old ones.
A good way of doing that is to boost your customer experience. If your users are satisfied with your products and services, they will definitely want to continue buying from you. It also improves your chances of getting recommended.
But how do you boost customer experience? Let’s find out.
1. Personalize the Buyer’s Journey
A very effective way to boost customer experience on your website is to personalize your user’s buying journey. For that, you can start by collecting the user information to understand their needs and interests.
This will help you identify what your users are looking for. So you can easily display products or services on your site based on their interests. You can also monitor their behavior on your website and recommend products based on it.
Another way of personalizing your buyer’s journey is to use their names to greet them the moment they open your app or website. Doing all of these will make them feel more valued, and they would love to come back to your site too.
2. Create Loyalty Programs
If you want to retain your customers, you have to give them a reason to come back to you. One way of doing that is to create customer loyalty programs. In this program, you reward your customers for their continued loyalty. It’s a great way of encouraging them to come back to you more often and building on your existing relationship with them.
You can simply add loyalty points to their account every time they make a purchase and allow them to redeem the points at the time of their next purchase. You can also add these points for different actions like writing a product review on your site, sharing your products on social media, etc.
3. Improve Customer Relations
Your customers won’t stay with you if you don’t invest in building relations with them. There are various ways of building and nurturing your relationship with your customers. One of them is to offer top-notch support.
You’ll have a lot of customers who would reach out to you for support. Make sure to always listen to their concerns first and then do your best to solve the problem.
Sometimes you may not be the right person to solve the issue; in that case, redirect them to someone who can quickly help them reach a solution. If you think the matter will need some time, be proactive and tell them what’s going on.
Another way of building customer relations is to keep your promises. For example, if you have a money-back guarantee, make sure that the amount is credited to the customer’s account within the given time frame. This will build trust and give your users a reason to return to you for further purchase.
You can continue to nurture your relationship by surprising your users with a complimentary gift with their purchase, offering special offers on birthdays, anniversaries, etc.
4. Accept Feedback
To be able to improve the user experience on your website, you have to first know what your users think about your business. The best way to know that is to ask for customer feedback. In doing so, you’ll get both good and bad feedback.
Accepting the positive one is easy. But accepting the negative ones isn’t easy for everyone. But no matter how difficult it can be, you have to understand that collecting feedback can help you improve your business. So instead of taking them personally, look at it from a constructive point of view.
Don’t be quick at responding to them. Take some time to process your emotions if it’s something negative. Then apologize for the inconvenience caused and try to learn more about the issue by asking clarifying questions. This will help you understand the matter from the user’s point of view and think of ways to solve it. Also, doing so will let your users know that you care about them.
So these are some of the easy ways to improve customer experience on your website. If you haven’t used them yet, go try them now. It will definitely help you boost customer satisfaction and increase your user retention rate.