Customer Retention; Metrics, Strategies and Examples

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It is very important to improve the customer experience of your business and provide them with the best service. In this article, we have closely examined customer retention techniques for you. If you are ready, let’s begin.

What is Customer Retention Rate?

Retention Rate is a metric that measures how long a business can retain its customers within a certain period and at the same time grades customer loyalty. This metric is an important performance indicator for businesses.

This ratio is calculated by comparing the initial size of your customer base at the beginning of a given time period with the final number of customers after new customers have been added.

What Does the Concept of Customer Lifetime Value Mean?

Customer lifetime value, which we refer to as “Customer Lifetime”, is defined as the net profit generated by a customer for the foreseeable period during which the customer maintains a relationship with the business or service provider.

Consideration of net profit plays an important role in shaping customer relationship management, marketing strategies and business decisions.

What are the Key Ways to Increase Customer Retention?

By ensuring customer loyalty, you can generate more revenue for your business and reduce the costs of attracting new customers. Your main ways to retain the customer, which is one of the greatest values you can add to your company, can be as follows;

  • Increasing Customer Satisfaction,
  • Delivering Personalized Experiences to Customers,
  • Creating Loyalty Programs,
  • Establishing Regular Communication with Customers,
  • Solving Customer Problems and Complaints,
  • Prioritizing Loyal Customers,
  • Develop Competitive Pricing Strategies,
  • Developing Customer Recovery Strategies.

How to Deliver Personalised Customer Experiences?

The personalised customer experiences offered aim to ensure your business’ competitive advantage by serving the customer’s needs, preferences and behaviours specifically.

The personalised customer experiences offered aim to ensure your business’ competitive advantage by serving the customer’s needs, preferences and behaviours specifically.

Collecting and Analyzing Customer Data

Evaluating Customer Feedback

Customer Segmentation

Using Automation

Delivering Customized Content and Offer

Mobile Application and Website Development

Using Multi-channel Communication

Respecting Customer Confidentiality

What Should Be Considered in the Design of Loyalty Programs?

The customer loyalty programme, which has many benefits for both the customer and the company, aims to increase the level of loyalty and commitment of customers with various advantages, discounts, awards, points, gifts, promotional products. You can use this program as a tool to keep your customers loyal and returning to your business.

So what should be considered when preparing this program? Let’s take a look together.

Continuous Communication with Customers and the Role of Customer Service

Brands can strengthen brand awareness and gain potential customers by keeping their relationships with their customers warm.

You can attract attention with sms and personalised e-mails sent to customers regularly, and you can increase interaction by promoting your business through social media and blog posts. You can eliminate the question marks about your brand with online webinars or events you will organise, and you can ensure that your customers can interact closely with your brand.

Customer service is the most important point where continuous communication is carried out as it interacts directly with the customer. It is also important to provide a good customer service experience with feedback and problem solving capabilities.

What Are the Best Practices of Successful Brands?

Successful brands often follow certain practices that contribute to their sustainable growth and positive reputation. These practices help them connect with their target audience, build loyalty and stay competitive. Here are some important practices of successful brands:

  • Clear and Well Defined Brand Identity,
  • Customer Orientation,
  • Product or Service Excellence,
  • Innovation,
  • Effective Marketing,
  • Interaction in Social Media,
  • Creative Advertising,
  • Social Responsibility,
  • Best Customer Experience,
  • Data-Driven Decision Making,
  • Crisis Management,
  • Consistency,
  • Adaptation.

Some Companies with High Customer Retention Rates;

  • Amazon
  • Netflix
  • Apple
  • Adobe
  • Starbucks
  • Spotify
  • Turkish Airlines
  • Turkcell
  • Arçelik
  • İş Bank.

High Customer Retention Rate with Grispi

Offering fast and flexible solutions to support requests, Grispi supports increased customer retention rates with 45% more customer loyalty.

With simple installation, easy integration and a single platform to manage all channels, Grispi aims to increase the success of companies that value continuous communication with their customers. You can try Grispi for free for 14 days by contacting us.

By improving the quality of customer experiences, you can increase retention rates and, in turn, put your business in a good position. Remember that high customer retention is the key to customer loyalty and, in turn, to long-lasting financial gain.

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