4 Tips to Increase Customer Retention
I'm an exemplary customer. I'm willing to subscribe to email specials, loyalty programs and attend store events. When I buy something, there are few things that can change my mind and keep me from revisiting a store.
I've worked in various retail settings, from corporate brands to small boutiques, and the dedication to customer interaction is a surefire way to increase sales, today and in the future. Regardless of the target, the approach should be the same.
I enjoy feeling like I'm friends with the store associates that help me. I'm not trying to get swag or have extra time to shoot the breeze, I just like being appreciated when I decide to make the trip. It makes me feel like the brand has my best interests at heart because they know me.
When I make a return visit to a given store, it feels great when the store associate remembers me and chats me up about my last purchase. This is what customers lack when they shop online — a human connection.
Not every customer has their mind made up when they walk into your store. They need guidance and expertise to make the best purchase. That's what keeps them coming back. When I worked for a large beauty brand, the most important aspect of my job was discovering customer needs and equally possessing extensive product knowledge.
Customer loyalty programs and store specials are lucrative when attempting to engage customers after the sale. Whatever customer program you decide to employ, knowing your customer must come first.
Here are some tips to increase customer retention:
1. Engage with an open-ended greeting. With a smile on your face and the willingness to help, approach consumers and start to discover their needs. Greet them with the following: "Hello! What brings you in to see us today?" It's way better than asking, "Can I help you find something?" By asking the former, you have a variety of responses that can open up a conversation and help discover needs. With the latter, you're giving them the opportunity to say no. As a store associate, that's the last answer you want to hear from a shopper.