It takes a lot to earn customer loyalty. Once you’ve invested in winning new business, you don’t want to lose it.
In another article, we talk about why contacting lapsed customers is more important than you think.
Customer retention makes every aspect of running your food business more efficient and cost-effective; returning customers already know and trust your brand.
Three ways to improve customer retention
1. Retain customers with a smooth onboarding process
Good retention starts from the very first interaction. Most customers will associate your business with the first experience they had with you. If it was positive, they’re more likely to stick around. If they are unhappy with any aspect of their relationship with you, it’s more likely they will be open to offers from another food supplier.
Every point of contact should be:
- personalised
- hands-on
- consistent
- reliable
- focused on meeting customer needs
When we work with sales teams, we encourage consistent communication that builds trust from the initial fact-finding call.
2. Ask for feedback and act on your findings
When we contact lapsed customers for our clients, one of the biggest keys to regaining lost business is asking customers how they feel.
When you understand what they like or dislike, you can refine your approach and show your customers that you’re continually building a better experience designed around what they need.
3. Keep your products and services top of mind
Competition in today’s food business marketplace is high, and loyalty is hard to win, so you need to stay visible to your existing customers.
Some good options for doing this are:
- check-in calls to find out if their needs are still being met
- regular email newsletters
- creating useful content to share on social media and your website
- attending industry events for face-to-face contact
If you don’t have time to call your lapsed customers
Like an extension of your sales team, Straightahead UK team can conduct meaningful conversations with your lapsed clients to reignite interest and gain vital feedback. We make new sales by skilfully manoeuvring your past customers to the point of re-ordering from you.
We only charge £30 per meaningful conversation, with each conversation holding the potential to translate into hundreds of pounds worth of business.