Loyaltors®
WHY ARE CUSTOMERS NOT COMING BACK?
Sometimes referred to as customer attrition or churning, when customers stop doing business with a company or service, it can be caused by numerous factors, such as:
- Bad targeting and customer fit
- Inadequate onboarding procedures
- Less-than-competent customer support
- Undefined USP (unique selling proposition)
- Product glitches
- Misaligned pricing strategy
- Payment failures
- Misaligned marketing
- Competitive action
- End-to-end customer experience gaps
Restaurants can reduce customer attrition by following some of these tips:
- 1. Have a clear target audience and tailor your menu, service and marketing to their preferences
- 2. Provide a frictionless onboarding process for new customers, such as online reservations, loyalty programs and welcome offers
- 3. Monitor customer feedback and satisfaction regularly and respond to complaints promptly.
- 4. Nurture customer relationships with personalized communication, rewards and incentives
- 5. Use Wi-Fi marketing automation to send targeted messages based on customer behavior triggers or schedules.
Retail stores can reduce customer attrition by following some of these tips:
- 1. Create replenishment campaigns for products that have natural lifecycles.
- 2. Use customer data to influence merchandising and offer personalized recommendations
- 3. Identify bright spots in your customer base and replicate their success factors.
- 4. Develop excellent loyalty programs that reward repeat purchases and referrals.
- 5. Listen to customer feedback across multiple channels and take action to improve their experience.
Here are some examples of successful retail retention strategies
- Use customer accounts to collect customer data, offer personalized recommendations and discounts, and simplify checkout
- Improve your customer support by providing multiple channels of communication, responding quickly and professionally, and resolving issues effectively
- Start a customer loyalty program that rewards customers for repeat purchases, referrals, reviews, social media engagement, etc.
- Send engaging emails to customers that provide valuable content, product updates, special offers, birthday wishes, etc.
- Educate your customers on how to use your products or services better, offer free courses or certifications, share tips and best practices
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