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How to increase my customers retention rate?

Discussion in 'eCommerce' started by JamesGordon7, Jul 21, 2014.

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  1. #1
    Hi friends,

    Please provide some suggestions to increase customers retention in my business.

    Thank you.
     
    JamesGordon7, Jul 21, 2014 IP
  2. ca-detz

    ca-detz Greenhorn

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    #2
    Follow-ups? Reviews/feedback?

    Sales promotions? Suggestions of new products?
     
    ca-detz, Jul 21, 2014 IP
  3. yagnik

    yagnik Active Member

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    #3
    You have to work well and in proper way for your business to grow a growth of customers towards your business.
    If you want to get detailed suggestion from my side, then I want more detailed information about your business from your side.
     
    yagnik, Jul 21, 2014 IP
  4. JamesGordon7

    JamesGordon7 Peon

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    #4
    What you are trying to say? can't understand.
     
    JamesGordon7, Jul 22, 2014 IP
  5. Rado_ch

    Rado_ch Well-Known Member

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    #5
    Those are suggestions for customer retention, as you requested.
    If you want more detailed info you would have to share some - no one knows what business and niche you are in so they can propose more specific solutions. ;)
     
    Rado_ch, Jul 22, 2014 IP
  6. alodie

    alodie Member

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    #6
    Hi JamesGordon7,

    Very, very good question.

    And I suspect that you have already been
    working diligently at building a solid
    relationship with your customer base/list.

    The truth is, the marketing sophistication
    level of ordinary online customer has changed,
    drastically, even since this new 2014 year.

    Okay. I am fully aware that like some of the more
    proficient online marketers, you and I might not
    be able to afford the more expensive gifts to offer
    our lists, in order to entice our subscriber base to
    hang in there with us, a little longer.

    So, I would suggest that you do a complete
    evaluation of your online marketing situation: look
    at what you are presently doing, in terms of managing
    your subscribers. Then, look at what your competitors
    are doing (and I know, that's a lot of seemingly unnecessary
    work), try to reverse engineering how those successful
    marketeer are managing their customers-base in a way
    that is helping them to retain most if not all of their customers.

    Then use what whatever strategies, techniques, methods
    your research has uncovered (of course, excluding the
    hefty gift prices), and include them into your marketing
    efforts.

    Sure. Right. This will take some time. But if you don't have
    any other choice available to you at the moment, it would
    probably not hurt if you were to try this approach.

    Just thinking out loud, JamesGordon7. :)

    Very best of luck to you.

    Alodie
     
    alodie, Jul 22, 2014 IP
    Borduhh likes this.
  7. JamesGordon7

    JamesGordon7 Peon

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    #7
    I have a own website for my restaurant business. I want to increase customers in my restaurant. Kindly provide suggestions based on my requirements.
     
    JamesGordon7, Jul 22, 2014 IP
  8. Rado_ch

    Rado_ch Well-Known Member

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    #8
    Alright, in the initial post you were asking about customer retention, which is slightly different from gaining new prospects, but I will try to give a few pointers that might help in both cases:

    - be there! - nothing says that you care about your business and customers like your personal presence in the restaurant whenever possible. You can help with requests, ask for feedbacks, generally be friendly and show your human face to the clients
    - train your staff - all your employees reflect on how your brand is perceived so make sure they are up for it, following your procedures and traditions and treat the clients the best way possible
    - host local events - I am sure there are plenty of interesting artists that might use your restaurant as a tribune to display their skills and you can benefit from the guests they might bring. Further more you will establish a good name in your community, which will spread sooner or later
    - word of mouth - this is the best friend of any local business so make sure to put a lot of efforts in it. Distribute flyers on key places, try some posters, banners, local news etc.
    - be active in the social networks - whatever the nature of the business, social networks are your helpers. Be proactive, be engaging with your followers, post interesting content, information about events, promotions etc.
    - treat loyal clients with the utmost respect - if possible offer them some loyalty discounts, offer them something "on the house" when they celebrate birthdays, major holidays etc. Generally show them that they ARE special and you value their choice.

    Those are just a few off the top of my head, hopefully they help you ;)
     
    Rado_ch, Jul 23, 2014 IP
  9. gotkloud

    gotkloud Well-Known Member Premium Member

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    #9
    I think the biggest thing is being proactive in supporting them. For instance, we go through great strides to make and keep the customer happy. The second they're unhappy they will leave and then no metrics are gonna help you get them back!
     
    gotkloud, Jul 27, 2014 IP
  10. alodie

    alodie Member

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    #10
    Hi again, JamesGordon7,

    Like Rado_c, I think that I am only now fully
    understanding your concern for customer
    retention.

    That makes a lot of sense.

    I think that Rado_ch, in his post above, has made
    some very powerful suggestions, that if applied
    could provide you with the necessary tools you
    need to help you with this issue.

    In the meantime, give me a couple of days, to
    conduct some in-depth research to see what I
    could find, if anything, to add to what Rado_ch
    has already provided you.

    But yes, you do sound as if you have a real
    challenge on your hand.

    But there must be a solution, some where.

    We will keep looking, JamesGordon7.

    In the meantime, follow Rado_ch's advice.
    You can't go wrong, there.

    All the very best.

    Alodie


     
    alodie, Jul 28, 2014 IP
  11. Solid Commerce

    Solid Commerce Member

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    #11
    What kind of "restaurant business" are we talking, here? Knowing a bit more about your operation will definitely help us come up with more ways to advice you accurately.
     
    Solid Commerce, Aug 7, 2014 IP
  12. alodie

    alodie Member

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    #12

    Hi JamesGordon7,

    Got you! :)

    I bet you thought I had forgotten my promise,
    {as indicated at Post # 11}

    Well, not on your life. I did not forget. :)

    JamesGordon7, I did some digging around, and
    here are a few pieces of vital information that I
    uncovered. I sure do hope this information will
    be of some help to you, if even in some tiny way…

    …Although, I somehow suspect that you already
    know of these vital strategies, and are probably
    already implementing most of them into your
    business. However, I still wanted you to have this
    information, just because I made a promise.

    Okay, here goes…

    First of all, it seems like the real challenge you are
    having to deal with is the matter of "customer
    loyalty."

    Am I correct?

    And if that is the case, here are a couple of
    additional actions you might take, which could
    help with resolving your situation. As you will
    see from reviewing the references, there are tons
    of other strategies, that if implemented might
    help to turn things around for your business.

    Here, I will just point out a couple of them., and
    then when you could spare a wee moment, take
    some time to review the rest:

    1. Whatever you do, (a) make sure to put service first.
    “Be sure your servers are guiding new diners
    to the dishes you're known for and those that are
    particularly good at bringing people back,” (Swipely
    Team, 2014); (b) make sure that your servers are
    consistently promoting those special menu items
    that your partisans so love – The Swipely Team (2014)
    refers to this strategy as smarter menu planning; and,
    (c) try rewarding customers for their loyalty. According
    to the Swipely Team, “You can't buy loyalty, you have to
    earn it. So once you've created a great experience and
    won them over with signature food and drink options,
    it's time to offer your customers a little something
    special,” (2014).

    Please see the accompanied references section below
    for a link to some more suggestions from the Swipely Team.

    2. Brian Casel shares 5 interesting ways that a restaurant
    Business owner could arrest the customer retention issue.
    They include: (a) being there; (b) gesturing of appreciation;
    (c) getting involved in the local community; (d) making
    use of online social networks; and (e) most importantly,
    never fail to value your servers!

    Once again, please see the references section below for
    a link to additional explanations on those pointers.

    3. Steve Baxter (2012) made some extremely valid points,
    that I think you are going find very interesting. According
    Steve, it is important that you learn to recognize the ‘promoters’
    of your restaurants. “Promoters are those who recommend your
    food, service, or restaurant as a whole, both in person and online.
    They tend to provide stronger value not only in their own purchase
    behavior, but in the effect they have on others,” (Steve Baxter, 2012).

    By the same token, you, as the restaurant owner need to be able
    to recognized the detractors. “Detractors are those who view your
    food, service, or restaurant as a whole negatively, and it is important
    to be able to act quickly and address these at-risk customers as soon
    as problems emerge. Closing the loop with detractors not only
    minimizes negative business impact, but real attention paid to such
    customers often fosters loyalty and transforms a detractor into a
    promoter,” (Steve Baxter, 2012).

    Unfortunately, it’s that “keep your friends close, and your enemies
    closer” principle. ;-)

    The references section below will provide you a link to where
    you could go to read up on a bit more of this discussion.

    JamesGordon7, I won’t include any more information here, just
    in case I overwhelmed you with too much of this stuff. :)

    I have a feeling that you already have enough on your ‘plate’ to deal
    with at this moment.

    Well, as mentioned above, I do not know if this information will
    be helpful at all. But just search through it; there might be
    some little thing/useful information there.

    And by the way, thank you ever so much for the ‘like’ you gave
    me. With the help of I was able to find out those generous
    forum members who gave me a ‘like’ nod. So thanks a whole
    lot for that. :)

    Alodie

    REFERENCES:

    #1: Swipely Team. (2014). "What is Customer Retention and Why Does it Matter For Your Restaurant?" Retrieved from https://www.swipely.com/blog/what-is-customer-retention-and-why-does-it-matter-for-your-restaurant/

    #2: Brian Casel. (2013). "5 Inexpensive Ways to Boost Restaurant Customer Loyalty." Retrieved from http://restaurantengine.com/restaurant-customer-loyalty/

    #3: Astute Solutions. (n. d.). “Customer Care Solutions for Restaurants.” Retrieved from http://www.astutesolutions.com/crm-...urant/customer-care-solutions-for-restaurants

    #4: Ray Silverstein. (2009). "4 Ways to Gain Customer Loyalty: Stand out on the cheap with superior customer service." Retrieved from http://www.entrepreneur.com/article/202956

    #5: Steve Baxter. (2012). "The Effect of Customer Loyalty: How to identify, improve, and maintain a positive experience in your restaurant." Retrieved from http://www.qsrmagazine.com/outside-insights/effect-customer-loyalty

    #6: Zachary Goldstein. (2013). "The Race for Long-Term Customer Loyalty: Brands must turn to innovative loyalty-program approaches to keep guests engaged." Retrieved from http://www.qsrmagazine.com/outside-insights/race-long-term-customer-loyalty

    #7: Deevra Norling. (2013). "Using CRM for Restaurants to Increase Customer Retention." Retrieved from http://crmsolutions.crmnext.com/2013/07/using-crm-for-restaurants-to-increase.html

    #8: Restaurant Magazine. (2014). "Proven Ways to Increase Restaurant Sales." Retrieved from http://www.restaurantmagazine.com/proven-ways-to-increase-restaurant-sales/
     
    alodie, Aug 8, 2014 IP
  13. William S. Carillo

    William S. Carillo Peon

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    #13
    Customers are the most important part of any business, to increase customer retention rate is very important aspect so of the important things that one should keep in mind are :
    1. The first step to constructing better customer retention is always to set client expectations beginning.
    2. Small in addition to medium-sized businesses are getting increasingly dependent about services to perform their functioning. No subject what market you occupy, if you may be the expert inside your particular subject, you may retain much more customers.
    3. As the age old saying goes, you do business with people will trust. Trust is critical in small business, and constructing relationships using clients will probably garner that trust.
    4. Automation tools support time-consuming jobs requiring manual intervention being standardized straight into repeatable processes.
    5. Your customers are on-line, so let’s begin to build relationships with him or her while they are glued for their computer window screens.
     
    William S. Carillo, Aug 20, 2014 IP
  14. Maruf Abdullah

    Maruf Abdullah Member

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    #14
    I'm not clear fully about "customers retention". Actually what do you mean by? Do you need to increase your sales? @JamesGordon7
     
    Maruf Abdullah, Aug 24, 2014 IP
  15. PrabhatKumar

    PrabhatKumar Greenhorn

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    #15
    The best way is to promote your websites across internet. Also tries to bring customer satisfaction which can only be coming in due course. Also some of the other ways is allow your customers to provide feedback. Some might tries to write bad but genuine customers will always give good comments. This will help in long run.
    You can also promote your website in Youtube by making short videos or ppts. This will also help.
     
    PrabhatKumar, Aug 27, 2014 IP
  16. alodie

    alodie Member

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    #16
    Hi PrabhatKumar,

    Great advice.

    Completely agree with you. Especially on the "getting
    feedback from your customer" statement.

    Customers do like to know that their opinion matters.


    I sense that what it all boils down to, is that a business
    owner (and that is, no matter what business that person
    is in) needs to be cognizant of their customers' satisfaction
    at all times.


    If as a business owners, the people you serve can sense
    that their comfort and satisfaction means as mush to you,
    the business owner, as the money coming in to you from
    their participation, then "customer loyalty" happens. And
    will probably stay for a very, very long time.


    Sure. Not overnight. But it will happen. It cannot but
    happen, if the owner does his or her part.


    We are living in a completely different economic and
    financial era, than, say, even twenty years ago.


    These days, the customers really drive the business,
    and certainly not the other way around.


    I can tell you, it is a scenario that is both fascinating
    and frightening (all at the same time) to watch.


    Yet, most business owners are clueless....completely,
    completely clueless. Then they wonder why they're
    not seeing the showers of cash rolling in like they've
    been lead to believe. Big mistake!


    This is where we say, 'Wake up and smell the time."

    Okay. Okay. Okay :)

    That was not a good analogy. Not even close. ;)

    But you get my drift.

    Oh, boy! Are most of us in for a rude awakening. ;) (And
    that foregoing statement was also badly constructed.)
    But you get what I mean.


    Great post, PrabhatKumar,

    Cheers. :)


    Alodie.
     
    alodie, Aug 27, 2014 IP
  17. Ankit Meswani

    Ankit Meswani Greenhorn

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    #17
    I see you mentioned that you are willing to increase customers, I have a solution for you...

    Start a Loyalty/ referral program - I have seen this working for many restaurants where it has increased the customer base drastically ..

    Loyalty program - Customer gets points each time they visit your restaurant - and then they can redeem it - May be 10 % discount on their bill etc which will encourage them also there are many other ways of rewarding them

    Referral program- They refer their friends and when their friends visit your restaurant the referrer gets points for that-

    Let me know if this sounds good and I can help you create one - We have helped many companies .

    A short demo will for sure help you to be more clear.
     
    Ankit Meswani, Sep 4, 2014 IP
  18. ArticleSpecialists

    ArticleSpecialists Active Member

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    #18
    Restaurants that succeed have just a few factors that push them to the top.

    1. Fantastic food. (If the food sucks, you lose.)
    2. Great service. (A single bad server can kill your business.)
    3. Management Engagement with Customers (Get on the floor and meet customers, find out what they love and what they hate.)
    4. Extreme CLEANLINESS. (Read that 100 times...a dirty restaurant will get killed with word-of-mouth negative reviews.)
    5. Smart Advertising. (Figure out a way to get people talking about your restaurant, especially the movers and shakers in your community.)
    6. Generous Portions.
    7. Raving Fans

    You'll notice most of my points have NOTHING to do with marketing, but everything to do with EXTRAORDINARY SERVICE. Restaurants live and die on what people say. You MUST be exceptional or your advertising spend is a waste.

    When you provide that extraordinary experience, you retain clients, and they bring you new clients like crazy.

    Offer a free meal to radio personalities, TV reporters, and newspaper staff....

    Give car salespeople, real estate salespeople, and other big ticket sellers vouchers for free or BYOB coupons they can give to their clients.

    Just remember, OVER DELIVER on QUALITY, CLEANLINESS, and QUANTITY. You will be the talk of the town.

    Don't be afraid to ask satisfied customers to give you reviews on Google, Yelp, and other review sites...
     
    ArticleSpecialists, Sep 4, 2014 IP
  19. alodie

    alodie Member

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    #19


    Hi Ankit,


    I totally agree with your assessment of the situation with
    which our fellow forum member, JamesGordon7, is
    being faced at the moment.

    I, too, believe that customer loyalty might be the real
    challenge that he is up against.

    I do hope that he sees your offer to help. I believe it
    will make a tremendous difference in his situation.

    Great job, Ankit.

    This is one of the many reasons why I love this forum
    so much. There is always another fellow forum member
    ready with a possible solution to a challenge.

    Once again, great job.

    Cheers.

    Alodie

     
    alodie, Sep 5, 2014 IP
  20. Anthony Capetola

    Anthony Capetola Greenhorn

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    #20
    On a marketing/advertising aspect you could necessarily utilize Remarketing via Google. It is an AdWords tactic for engaging users who had already visited your website.
     
    Anthony Capetola, Sep 5, 2014 IP
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