Top 4 Customer Retention Strategies

Published on:
Mon Jan 16 2023
Customer Experience

Customer retention is one of the most important aspects of any business. If you don’t have customers who come back to you, then your business won't last long.

However, if you manage customer relationships properly, you won't just gain new customers but you will also retain the ones you already have.

Customer retention is important because it has direct and indirect benefits for your company:

  • Less effort is spent in retaining customers in comparison to acquiring new ones.
  • The longer they stay with your brand, the more loyalty they develop for it and its products/services—which means more sales in the future. Loyalty has been shown to lead to increased spending, greater customer satisfaction, and advocacy.

If you want to grow your company, you need to focus on improving customer experience. You can do this by investing in your customers with the right strategies and tools.

Five customer retention strategies that will boost customer retention rates

1. Implement loyalty programs

Loyalty programs are a great way to get customers to come back. Customers want to feel special, important, and like they are part of something. They also want to feel like they are being rewarded for their loyalty and consistency as customers.

Loyalty programs can help companies to do this by rewarding customers with points or other rewards that can be used towards future purchases or redeemed for money off purchases. This gives customers the motive to keep coming back because they know that when they buy from you, you will reward them for it!

It's also important that you have a clear goal for your loyalty program and understand how it will benefit both you and your customers. For example, if your goal is to get customers into the habit of buying something from you every month (such as a monthly subscription), then the rewards should be tied directly into this type of purchase. If there is no clear connection between the type of purchase being made by each customer and their reward points balance, then they may not see any value in participating in this program at all!

2. Nurture customer relationships

Another top customer retention strategy is nurturing customer relationships. Nurturing relationships means staying in touch with customers. There are many ways to do this, but here are some ideas:

  • Email marketing – Sending out regular emails with offers and updates on new products/services.
  • Social media – Post on different social media platforms regularly, especially around key shopping events such as Black Friday or the holidays.
  • SMS and voice messaging – Send a text message to customers for the product offers or launch of any new product.

3. Focus on customer service

Customer service is one of the most important customer retention strategies. It can be provided in person, over the phone, or online. It can also be provided by a company or a third party.

Companies should make sure that their customer support is available 24/7 so that customers will have access to help when they need it most.

Additionally, customer service can help you sell more by providing an added value that customers might not expect from your business.

According to reports, “60% of people believe that good customer service is key to customer retention”.

For example, you need new tires for your car at less price and the seller gives you information about more expensive tires that would be better suited for your driving style - upselling would be taking place here.

4. Ask for feedback and act on it quickly

Collecting customer feedback is another top customer retention strategy. Whether you're improving a product or service, the best way to make it better is by using the customer's feedback. Customers are your best source of ideas, and they'll tell you exactly what they want if you ask them. The trick is getting them to tell you in the first place.

You could set up an online forum where customers can speak freely about how they feel about your offerings. Another option would be asking specific questions during checkout: "Was our service helpful?" "How satisfied were you with our products?" “What could we do better next time?”

You'll get plenty of useful answers if these questions are asked regularly and if possible then you should also act on customer feedback so that you can make customers feel that their opinion matters to you.


Customer retention should be a top priority for any company. With the help of the above-mentioned strategies, you can increase customer retention and grow your business at a faster rate than ever before.

If you are looking to measure and optimize personalized customer experiences, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.