As small business owners begin to invest more of their time and money into customer retention, the question becomes, what programs or tools are needed to properly engage and retain customers? While many small business owners are making the effort to keep their customers coming back, they lack the information to create loyal customers.
Less than half of small businesses offer some type of loyalty program or service to track and reward repeat customers. Of those businesses, only 46% have their program in digital form, such as an email list. While email lists are a good start, recent technology has provided much better tools to assist businesses in fostering engagement and increasing retention.
While the options provided by technology may seem overwhelming and out of reach to small business owners, these tools are no longer accessible only to big businesses. Digital tools are now being offered at affordable prices with manageable upkeep for small business owners. These tools allow small businesses to become more efficient in their interactions with customers. Using this technology opens up new and valuable opportunities to connect with and build loyalty among customers, in much less time.
Here are three key ways technology can assist your business in effective customer retention:
Automate Your Efforts
Communicating with your customers can be time consuming. Whether you are sending educational information, promotions, or updates, conveying your message to you customers takes time and money. Automated messaging can greatly decrease the amount of time and money that goes into customer communications. Using messaging templates and customer filters allows your business to send the right messages to the right customers at exactly the right time. There is no cost to print and send mailers, and no worry that your message will get lost en route.
Employ Location Tech
Stop guessing where your customers are and when they will get your communications. Beacon and geo-fencing technology allows you to know exactly where your customers are so you can reach them at the best time. Using automated messaging and location technology together, you can send special promotions to customers who are near your business, drawing them to come back when it is most convenient for them.
Track Your ROI
Ensure your campaigns and messages are working by effectively tracking your results using reporting and tracking tools. These digital tools make it simple to measure the progress and success of campaigns, giving you valuable insight into your customers’ buying habits and preferences. Understanding the effectiveness of each campaign will allow you to refine your efforts in the future, giving customers more of what they want.