Keep more customers with our top retention tips!

1. www.tomorrow-people.com
Top Tips for Improving
Customer Retention
5

2. Customer retention has not really been
a focus of marketing programmes in
the past, which tend to focus on new
customer acquisition.

3. Customer retention has not really been
a focus of marketing programmes in
the past, which tend to focus on new
customer acquisition.
But all that is set to change as businesses
realise the power of upselling and cross-
selling to customers that already know and
trust you.
Follow our tips to improve customer
retention and improve your profitability by
an incredible amount.
The typical business loses 10% of
it’s customers a year, but by cutting
that by just 5% can see your profits
increase by 25-125%!

4. Tip 1:
Develop a Warning System for When Customers
Display Signals of Being Unhappy

5. Tip 1: Develop a Warning System for When
Customers Display Signals of Being Unhappy
Signs to look for include:

6. Tip 1: Develop a Warning System for When
Customers Display Signals of Being Unhappy
Signs to look for include:
Increased customer service calls.

7. Tip 1: Develop a Warning System for When
Customers Display Signals of Being Unhappy
Signs to look for include:
Increased customer service calls.
No longer answering account manager calls.

8. Tip 1: Develop a Warning System for When
Customers Display Signals of Being Unhappy
Signs to look for include:
Increased customer service calls.
No longer answering account manager calls.
Stopped actively using your product or service.
Make sure you also have strategies and content in place to try and stop
them leaving. Check out these B2B customer retention strategies for
some ideas.

9. Tip 2:
Learn How to Apply the 7Ps of Marketing to
Customer Retention Strategies

10. Tip 2: Learn How to Apply the 7Ps of Marketing
to Customer Retention Strategies

11. Tip 2: Learn How to Apply the 7Ps of Marketing
to Customer Retention Strategies
People
Product
Place
Price
£

12. Tip 2: Learn How to Apply the 7Ps of Marketing
to Customer Retention Strategies
People
Product
Place
Price
Promotion
Processes
Positioning
It’s important to get it right as, according to Gartner, 80% of your future
profits will come from 20% of your current customers.
£

13. Tip 3:
Deliver the Best Customer
Experience You Can

14. Tip 3: Deliver the Best Customer
Experience You Can
It may sound like stating the obvious but research shows that:

15. Tip 3: Deliver the Best Customer
Experience You Can
It may sound like stating the obvious but research shows that:
Almost
70%
of customers leave
because of poor
customer service.

16. Tip 3: Deliver the Best Customer
Experience You Can
It may sound like stating the obvious but research shows that:
Almost
70%
of customers leave
because of poor
customer service.
91%
of unhappy
customers will never
do business with you
again.

17. Tip 3: Deliver the Best Customer
Experience You Can
It may sound like stating the obvious but research shows that:
Each one of your customers has a circle
of influence of around 250 people or
potential customers who hear bad things
about you.
250

18. Tip 4:
Identify and Reward Loyal Customers Who
Engage with Your Company Online

19. Tip 4: Identify and Reward Loyal Customers
Who Engage with Your Company Online
This can include:

20. Tip 4: Identify and Reward Loyal Customers
Who Engage with Your Company Online
This can include:
Always replying to the comments they make
about you on social media platforms.

21. Tip 4: Identify and Reward Loyal Customers
Who Engage with Your Company Online
This can include:
Always replying to the comments they make
about you on social media platforms.
Sending them personalised ‘thank you’ emails.

22. Tip 4: Identify and Reward Loyal Customers
Who Engage with Your Company Online
This can include:
Always replying to the comments they make
about you on social media platforms.
Sending them personalised ‘thank you’ emails.
Creating personalised discounts and
incentives to make them feel valued.
Get more ideas from this blog about creating brand advocates and in this
one about keeping online communities engaged.

23. Tip 5:
Run Relevant Promotions

24. Tip 5: Run Relevant Promotions
These don’t always have to be giveaways or discounts but they
do always go a long way in making customers feel valued. Other
ideas to encourage and reward repeat business include:

25. Tip 5: Run Relevant Promotions
These don’t always have to be giveaways or discounts but they
do always go a long way in making customers feel valued. Other
ideas to encourage and reward repeat business include:
Loyalty schemes.

26. Tip 5: Run Relevant Promotions
These don’t always have to be giveaways or discounts but they
do always go a long way in making customers feel valued. Other
ideas to encourage and reward repeat business include:
Loyalty schemes.
Discounts specifically tailored to customers showing signs of leaving.

27. Tip 5: Run Relevant Promotions
These don’t always have to be giveaways or discounts but they
do always go a long way in making customers feel valued. Other
ideas to encourage and reward repeat business include:
Loyalty schemes.
Discounts specifically tailored to customers showing signs of leaving.
Promotional gifts, birthday cards and Christmas cards.
Get more info on implementing these in Marketing Strategies to
Increase Customer Loyalty.

28. Takeaways
So, to cash in on the benefits of keeping existing customers remember to:

29. Takeaways
So, to cash in on the benefits of keeping existing customers remember to:
Have systems and strategies in
place for dealing with customers that
look like they’re going to leave you.
Apply the 7Ps of marketing to
customer retention strategies.
Deliver the best customer
experience you can.

30. Takeaways
So, to cash in on the benefits of keeping existing customers remember to:
Have systems and strategies in
place for dealing with customers that
look like they’re going to leave you.
Apply the 7Ps of marketing to
customer retention strategies.
Deliver the best customer
experience you can.
Identify and reward loyal customers
to create brand advocates.
Run promotions to make
customers feel valued.

31. www.tomorrow-people.com
Find out more in our eGuide:
Make an Impact: Key Stages
in the Customer Lifecycle
www.tomorrow-people.com
Make An Impact:
Key Stages In The
Customer Lifecycle