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Contact: South West Web Marketing, Clovelly Road, Bideford, Devon EX39 3HL T: 07957 214474 E: enquiry@southwestwebmarketing.co.uk W: www.southwestwebmarketing.co.uk


After the Recession | Marketing Strategy | Customer Growth | Top Tips | Using Direct Marketing


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"top tips on how to keep customers.. "

In order to grow, businesses need to consistently win new customers, but you shouldn’t lose focus on satisfying and retaining your current customer-base. Attracting new customers is more expensive than maintaining your existing clients, and it is harder to win new customers if you struggle to hold on to your existing ones.

Keeping customers is becoming increasingly important as consumers have more and more options to choose from. Businesses have to provide excellent service to ensure that they keep coming back and they tell their friends to come to you as well.

Here are some top tips on how to keep customers:

Know your customer
Research your current customer base. Conduct online surveys to ensure that your offering is relevant and is meeting your customer’s wants and needs. This will also allow you to keep abreast of changing spending habits and trends. It is therefore important to make sure your marketing and communication strategy is customer focused, rather than product-led.

Keeping a detailed and up-to-date database on your customers will mean you can be more target your marketing and provide a more personal service. Research has shown that email correspondence with a personal salutation is more likely to be read and responded to. If you tailor your special offers and discounts to particular clients, they will be more likely to return to you with repeat business. In addition, if you understand your customer needs and meet them - you can encourage them to buy additional products and services that are relevant and useful.

Excellent customer service
Make sure that your customer goes away having had a really positive experience dealing with your company. Deliver as expected and on time and if possible, exceed your customer expectations. Price has always been a deciding factor in consumer buying habits, but consumers are becoming more sensitive to costs since the recession. Ensure that your products are competitively priced by keeping an eye on the market your in and your competitors.

After-sales service
Ensure that your customer feels valued long after a particular transaction has ended. Provide comprehensive after-sales or technical support. Follow up with the customer after the business has been done and find out how they found the experience; asking for feedback is another great way of building up a database on your customer and makes them feel as if they are contributing to the company. Encourage satisfied customers to leave reviews on your website and other online reference sites. Word of mouth is an extremely powerful marketing tool, and third-party endorsements on independent websites such as ThomsonLocal.com are a particularly strong way to push more business your way.

Communicate frequently with your customers, but make sure that it’s not overkill as people will lose interest. Again, know your customer and ensure the information you are sending out is relevant.

People focus a lot of attention on getting new customers but the smart business makes sure it keeps the customers they already have by making the relationship so strong that they don’t think of going anywhere else.

"Talk to us about Direct Marketing..." call 07957 214474


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Contact: South West Web Marketing, Clovelly Road, Bideford, Devon EX39 3HL T: 07957 214474 E: enquiry@southwestwebmarketing.co.uk W: www.southwestwebmarketing.co.uk

Web Marketing and DesignA North Devon (Barnstaple, Tiverton and Exeter) based web and online marketing agency developing web sites, e commerce, search engine campaigns for b2c and b2b clients across Devon, Cornwall & Somerset. For more details click here for more information.

South West Web Marketing


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