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How to Optimize Client Retention

Posted on 15 October, 2013

These days, the competition to keep customers happy is fierce. Small business owners often struggle to find new and innovative ways to keep their customers happy by embracing new social media platforms and offering deals and promo codes to peak interest. But in many cases, frantically implementing new strategies just to keep up with the competition is an unsuccessful course of action.

There are some basic human tendencies that businesses should keep in mind when it comes to understanding and ultimately retaining customers.

Read on for three ways to optimize your business for the consumer and keep them coming back for more.

People like the status quo

It might seem like you should regularly mix things up and add services to keep customers happy, but for most of your long term clients, frequently changing the types of services you offer is confusing and unnecessary. For the most part, companies will stick with what they know and like rather than put in the work to seek out something new.

This doesn’t mean that you shouldn’t make suggestions and recommendations for new products or services that you think are a good fit for a particular client, but leave it at that.

Assume that all people are lazy

Make improvements that benefit the customer and require the least amount of work from them. If you do decide to make adjustments to your offerings, do what you can to make things easier for the client. Humans are inherently lazy. We look for the quickest, most efficient way to do things. If for example, signing up for your service requires a client to input personal information (contact info, username, password, etc.) numerous times, they will eventually get fed up with the system. Make changes that embrace our lazy tendencies and you will keep customers content.

Peer pressure is powerful

If you want to keep clients coming back for more, make it clear that you have other happy customers. Peer pressure is powerful motivation to keep customers interested in your business. It’s a good idea to include testimonials on your website to show proof of satisfied customers. Additionally, use social media to increase visibility and encourage buzz around your business. When a customer sees activity on Facebook or Twitter, they are more likely to engage with the company by liking, commenting, or sharing company updates online. This is a self-perpetuating cycle.

Of course, there are dozens of ways for companies in various industries to keep clients happy and loyal, but keeping these tendencies in mind can help you craft your business model around essential human characteristics.

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Bad credit merchant account credit card processing services

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