Customer retention will be determined by your customers' experience.
Connecting with your customers and staying engaged doesn't need to be complicated, and at the same time it also doesn't need to be stressful.
Simply being human and conversational in communication channels with your customers goes a long way. We don't live in a pipeline communication model anymore where brands talk at consumers; it's a two-way conversation these days.
That said, here are some simple, yet important ways I have found in my experience to keep your customers coming back for more of you, over and over again.
Give them a reason to stay engaged
Depending on the type of business you work in, a promotional giveaway or contest can be a fantastic opportunity to get your customers excited about your brand. But please, for the love of your brand, do not promote an iPad giveaway. Instead, give away some of your products or services as a prize. This reinforces the value of your product or service in your customer's mind.
Love on them
The world today is full of negativity and doom on social media. Positivity breaks through the noise online and provides an opportunity to connect with your customers. Find and share positive content to brighten up your customers' day.
When a customer complains, don't ignore it. You're asking for the haters to band together when you do that. Acknowledgement of frustration, every time on every channel, will demonstrate that you're aware of what's going on in your customer community and that you are on top of things.
Price your products or services appropriately, and don't discount
You run the risk of tarnishing your brand equity when you offer deep discounts. In fact, you may even discover that people will wait around to buy only for when they are expecting a deal. Instead, add bonuses to your existing products or give some away for completely free.
For example, Chick-Fil-A does a fantastic job at maintaining this strategy. You don't see brand promoting discounts on their food; it's always the same price. But once in a while you'll find that they will give away some food for free on new items they debut. Doing this demonstrates the value and quality and the brand's commitment to excellence.
Be human, not a corporate machine
Are you guilty of corporate speak when communicating with customers? Communication with a customer doesn't mean you have glaring typos in your communications; however, stretching the boundaries to get really excited about what's happening in your company and how it can benefit your customers is a fantastic opportunity to grab their emotions. Be passionate about what your company has to offer. Passion sells.
Touch base from time-to-time on a personal level
Keep staffing levels appropriate for you to be able to engage with your customers. If a crisis breaks out on social media, it's vital to have enough human resources available to communicate with customers who may have concerns regarding an issue that becomes public. This also ties back to being transparent. Communication has everything with customer retention; don't stay silent.
While very simple in nature, I think keeping these seven topics will help your brand grow and retain existing customers. Let's get to work, marketers!