Seven Stellar Ways to Keep Your Customers Coming Back for More

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. 

Be transparent

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! 

E-Retailer StartUp Holiday Planning: 5 Simple Customer Experience Secrets You'll Wish You Knew One Year Ago

Preparation now may save you a lot of headaches come mid-December.

If you're a start-up entrepreneur, you know how it feels to experience growing pains around the holidays. These times present a lot of opportunities for businesses to thrive and at the same time, a lot of operational challenges that can affect customers negatively. 

How you prepare now will determine how you react when issues do surface. 

Customer experience seems to be the major focus these days, and while that seems to be the case, it's best that we turn our heads to all areas of the business to ensure our customers are satisfied. As such, I've pulled together a few high-level items to put on your to-do list that may benefit you as the 2015 holiday shopping season approaches.

Gather Your Sales Projections

Where are you now in relation to last year in terms of revenue? Are you experiencing growth or a plateau? Pull these numbers. 

Communication with Vendors and Fulfillment Partners

Do you outsource your fulfillment operations or do you keep them in-house? If you keep fulfillment operations in-house, you likely know your material supply numbers needed to meet projected customer demand during the holidays. 

In contrast, if you partner with vendors like One-World Direct, SpeedCommerce or another partner, it's critically important that you provide projection numbers to them NOW  in order to have ample materials and personnel on-hand for timely shipping after Black Friday and Cyber Monday. 

If there's a massive spike of customers ordering and your fulfillment partner does not have enough staffing and materials on-hand to ensure the shipping times you promised to your customers, your brand is about to be on the social media chopping block. The last thing a customer wants is for a Christmas gift to arrive later than planned, especially if they have pre-arranged travel plans before the actual holiday. 

Customer Support Ticket & Call Metrics as a Percentage of Orders Received

Sometimes these metrics can be overlooked as a new start-up, but keeping the pulse on these numbers surface many issues in customers' experiences. Take a look in your customer support center (ZenDesk,, Intercom,  or whatever tool you use) and gather the numbers from last year around this time of year through the end of December. You can expect a similar number of tickets or double if you're in a significant growth phase. 

Customer Support at Scale 

Now that you know your support ticket metrics, think about how you will react if you suddenly receive 1,000 support tickets overnight upon your return to the office when you normally receive 50 tickets a day. Something crazy is bound to happen around the holidays with so many moving parts. 

  • How are you going to scale to meet appropriate wait-times for customers? 
  • What kind of team do you have in place to respond? Can you pull from marketing, sales and operations to assist customers?
  • Could you quickly bring in an outsourced team to assist temporarily on-demand? 

If you find yourself in this conundrum (hopefully not!), I highly recommend partnering with a company called Metaverse ModSquad. The company is tech-savvy and the representatives are simply fantastic with customers - and they will learn your brand fast. The last thing you want is customers waiting for simple answers. Sometimes all they want to know is when to expect their order around the holidays so they don't have to buy another gift while hoping the one they ordered from you arrives on time. 

Plan for Transparency on Social Channels & Use FAQs to Your Advantage

Your community and customer support managers are on the front lines every day, and they know what the frustrations that customers experience. Listen to their perspectives; their insights will help your decision-making during crisis.

As such, there may be a point in time when mass communication is appropriate on social channels regarding long-wait times for customer support and that you're working diligently to satisfy each customer. It's better to be transparent rather than silent, as if nothing wrong is going on. Customers will call you out on social media if that's the case. Trust me. 

In addition, be sure to use your FAQs in your support center to their full advantage. Support centers these days show all kinds of metrics about what kind of answers customers are searching for. If you discover a trend around a specific issue that's growing during the holiday season, it may be a good time to dedicate a few FAQs around the topics (updating them as needed) to minimize support tickets when answers can be easily listed via a FAQ. 

As you're gearing up for the best time of year for your business, I hope these tips are valuable to you - ensuring exceptional customer experiences with your brand. 

Have you experienced any major growth pains around the holidays?

How did you handle the challenges?

I'd love to hear your story and how you made customer experience a priority! 

Tips For Catching The Social Media Wave


Everyone wants to leap on the social media marketing bandwagon and ride it to success. It takes a lot of dedication, work and time to really be successful at social media marketing. Before entering the realm of social media marketing, there are a few basic things you need to know.

Above your blog posts, place a share button for Facebook, Twitter, Pinterest and Tumblr. Visitors can then easily share it with their own Facebook friends. The number of people that have access to your blog greatly increases, and this translates into more visitors who may want your services or buy your products.

If you join a social media site as a brand, communicate with your existing customers that you have done so. Many social media sites will alert all of the follower's connections that they have begun following a new company or person. This is a great way to improve the exposure that you have for your company. Make good use of it!

Think about exchanging posts on your site with a fellow blogger whose specialty is similar to yours. Either way, you can generate more traffic. When you write on another blog, ensure that you have agreed to link to one another's sites for the increased domain authority to build upon. Also, let the blogger do the same. The followers of that blogger will be more likely to seek info about your site.

Don't expect overnight success with social media marketing. A successful social media campaign takes time and effort. It requires you to continue working on drawing people to your Facebook, Instagram, Pinterest, or Twitter pages. This must be done prior to beginning a large-scale campaign. In every type of marketing effort you use, make your social media campaigns known.

These key pieces of info will help you get on the right track with regard to SMM. Social media changes constantly and you have to stay current with it. If you don't, you're going to be left behind and make some serious mistakes. This means that you need to start getting accustomed to how the different tools and apps work if you want to continue attracting an audience.