3 Customer Retention Tactics to Improve Your CX Strategy and Increase Sales in the [Post Pandemic] Digital Marketplace.

Earning repeat business is only one part of developing a successful customer retention strategy.  If you want the customers you worked so hard to acquire to stay with you and increase repeat sales, you should have different tactics in your CX Strategy.

The retail landscape has undergone a substantial transformation since the COVID-19 break. Sources like BigCommerce.com have identified trends that are changing customer expectations for online shopping. Customers expecting perks that, for the most part, are hard to fulfill: 

• Next-day delivery
• Access to more product information
• A more personalized shopping experience.

The customer satisfaction bar has risen. If you are looking for new ideas to stay competitive, here are our Top 3. 

Our top 3 customer retention tactics to Improve Your CX Strategy and Increase Sales

Number 1.  Use customer feedback for customer retention. 

The first place to look at is your customer feedback. It provides you with direct insight into what your prospects are most interested in, allowing you to understand their triggers for purchasing.

There are many digital tools that help you collect input, but a good call always leaves an impression. Showing that you care is as important as the information you get. 

“Small businesses can use tools like surveys to learn what matters most to their unique audience and … deliver value to them. When done effectively, it’s much more likely that these customers will remain loyal to the business for years to come.” – Total Retail Magazine 

Number 2. Use the right tools. 

No matter the size of your business, now you have more tools available than ever. Even small players can rely on customer feedback instruments to collect valuable data and identify new areas of improvement in the shopping and customer experience.

Some of the most helpful instruments to get feedback are the customer experience (CX) tools and Q&A polling platforms, among other survey tools.

According to Tech Radar Magazine, some of the best customer feedback tools in 2021 are Typeform, Hotjar, and Userbrain. Other business sites like Capterra recommend cx platforms like Pipedrive, FreshDesk, and SurveySparrow. 

The good news is that you’re not limited to using only one type of tool or one type of survey. 

Start with customer satisfaction surveys -they are crucially important- and continue adding others into your toolkit.

Pick the ones you feel comfortable working with and remember to look for a good mix of digital and traditional methods to access a broader range of customers, no matter their level of adoption with technology.

Number 3. Target the right aspect of the customer journey 

Finally, identifying each part of your customer’s journey will allow you to pinpoint which stages matter the most for them and focus your efforts on getting cx insights from them. 

Sure, every stage of the journey counts, but some are more important than others for them. Every phase will have its own needs and understanding that will help you to select the right tool.  

If you want to develop a successful customer retention strategy and earn repeat business, then step into your client’s shoes and see your business from the customer’s perspective. 

Ask the right questions, pick the right tools, and start with the stages of their journey that matter the most for them.

All this might sound easier said than done, but if you need extra hands, reach us, we are ready to help.

We are already helping other businesses like yours. Plus, we have special prices for Small Businesses.