You are already know how valuable an existing customer is. You’ve spent time and money getting them to that stage in your growth funnel. Now, it’s time to start thinking about how you will keep them there.
Member retention is an issue that plagues many companies, but it doesn’t have to plague your company. By making some smart decisions, staying ahead of the game, and putting your focus on stellar member retention, you’ll do more than just keep your customers happy. You’ll be taking the next step in keeping your growth funnel full.
No one wants to badger their customers, as we all know that isn’t a good practice. But that doesn’t mean you should ignore them either. Whether you are using the drip method of contacting them every few days or weeks, or simply getting in touch to let them know about a new event, you have to keep that connection with your site members alive.
The key to staying connected and keeping your members engaged is offering them something of value each and every time to contact them. Everyone likes to get valuable information, bottom line. Keep giving and you’ll keep receiving from your customers.
Publicly Value Your Users
In our social age, it’s incredibly easy to publicly thank and value your customers. Keep a list of your best customers and their social media handles. When you have a chance, share their posts, give them a shout-out and show them that you actually care about them as a person and as a member of your site. Public recognition makes everyone feel good. You’ll be building a relationship with that site member and they’re going to want to help you in return.
No product or service is perfect, no matter what industry you’re in. There is always a way you can improve on what you currently have. By continuing the innovation process and introducing new features and new ways of problem-solving, you’ll keep your members interested, engaged and happy. Likewise, it’s also necessary to engage them, receive their, feedback and listen. If something isn’t working, fix it. If someone has a great idea, implement it and publicly thank them for their contribution.
Figure Out Their Reasoning
The dreaded exit interview. Try as you might, there will always be a disgruntled customer along the way. Instead of wondering what went wrong, take the time and effort to find out. Make an exit interview part of the process of ending their membership. You need to find out their reasoning. Be prepared for an honest response and if it is something you can fix, do it. Don’t take the feedback personally, and instead, use it as a growth opportunity. You can always learn something from your members and this is a great opportunity to turn a bad situation into a positive experience for both of you.
Don’t be afraid to go above and beyond and spend a little extra time implementing these ideas. You might just be surprised at the impact it can have on your business.