Techniques for Attracting and Retaining Customers In Your Store

In the past few years, we’ve seen a range of stores leave the high street – some choosing to operate solely online and others being unable to survive. Some people think the traditional brick-and-mortar store won’t exist in a few years, but we’re confident they’ll always have a place.

However, your success as a retailer will ultimately lie in whether you’re able to attract – and retain customers. So, if you’d like to make low retention rates a thing of the past, read on. We’re about to share some fabulous tips with you.

Why customer retention is more important now than ever

We live in an always-on society where consumers want what they want – when they want it. While there are more opportunities for businesses to diversify their customer bases and products, it also means consumers are no longer as loyal.

Consumers don’t just want to buy products – they want to have a positive experience and feel some passion about the store they choose to give their money. Customer retention is vital for any business, but retailers especially need to build relationships with their target audience and remain in the know.

If you have positive retention rates, you’re doing something right. Here are just some benefits you can look forward to when you have strong retention rates.

• Loyalty: A loyal customer will stay with you and give you their business, even when there’s more competition.
• Profit: If your customers keep returning, your earnings will increase. Who wouldn’t want that?
• Referrals: Happy customers often tell other people about your business, which leads to more customers – without extra advertising costs.
• Security: If you know you have a solid customer base, you can have peace of mind that your business is stable and focus on growth opportunities.

Top techniques for attracting and retaining customers

So, now you know more about why customer retention is essential, it’s time to reveal some top tips for keeping your current customers happy and building strong professional relationships.

These tips are ideal for small retailers or larger businesses because they don’t require significant investment and will produce positive results.

Offer discounts & Promotions

We all love a good discount, and it’s proven time and time again to be a great success. Seasonal promotions and discount sales are always popular – but never underestimate the power of loyalty cards.

Customers can collect points and get a free purchase or discount with a loyalty card. These cards encourage people to come back and can offer more stability than time-limited offers.

Focus on customer service

A key factor in attracting and keeping new customers is providing fantastic customer service. Show that you care about your customers by listening to their needs, offering helpful solutions and being friendly.

It might seem like a matter of common sense, but training your team on interacting with customers could ensure they communicate in line with your brand and culture.

Create an online presence

E-Commerce stores are everywhere now, so stores need to be switched on and ensure they have a strong online presence. You could consider setting up a website or creating social media pages where you offer information and updates about new products/services and special offers.

Remember, your website must align with your branding and create an excellent user experience.

Get involved with local events

There are so many ways for you to interact with your community and build relationships with potential customers. Sponsoring a local sports team, hosting community events and allowing people to use your premises are all ways to build relationships with your audience.

Most importantly, it sets you apart from larger companies that might not offer as much time or support as you can.

Bring the products to the people

In today’s society, convenience is everything. You want people to view your products, but they might not want to travel to your location. Luckily, there’s an innovative solution that always proves to be popular.

A pop-up shop is a great way to reach new customers while offering existing ones an alternative shopping experience.

Whether you want to set up your pop-up shop at an exhibition or local event, you can bring your products to people and build stronger customer relationships.

Better still, you don’t have to spend a fortune because plenty of pop-up shop hire solutions make setting up your own store a breeze.

Align your values across all channels

Customers expect consistency when they engage with your store, so it’s crucial to ensure that your branding and values are consistent across all channels. Whether customers visit you in-store or shop online, they should have the same experience.

Also, make sure that any customer service policies stay consistent throughout; this will help build a sense of trust between you and your customers.

Ensuring that your values are consistent across all channels is essential to building strong relationships with existing customers and attracting new ones.

Keep an eye on your competitors

Keeping an eye on the competition is essential – especially if you’re in a crowded market – but there are ways to make sure you can beat your biggest competitors.

Don’t think of it as spying – but instead an intelligence gathering exercise. Once you get some valuable insights, you can make changes to skyrocket your retention rates.

Be warned; it’s not necessarily about being cheaper – but ensuring your products are better. Customers don’t remain loyal out of goodwill, so never get too comfortable.

See what other businesses are doing and make sure you can remain competitive. It’s also a good idea to ask your customers about their experience through surveys and feedback sessions. You can offer discounts for impartial feedback or regularly check your reviews to uncover any issues.

The bottom line

Customer loyalty doesn’t have to be a headache – but it does require an honest look at your store and the willingness to make changes to provide a better service. Once you know what’s holding your business back, you can implement a strategy to boost customer loyalty.
Whether it’s through offering discounts, retraining your team or opening a pop-up store, there are plenty of ways to improve customer retention rates and build a stronger business.