6 Winning Client Retention Strategies For Delivery and Service-Based Businesses

The present-day business world is incredibly competitive and fast-paced. And, with things as they are, acquiring as many new clients and covering as much ground as possible does seem like a genuine imperative – especially for delivery and service-based businesses whose entire modus operandi is built around the idea of mobility and expansion.

Be that as it may, a recent survey says that repeat customers spend 67% more than first-time clients, and, on average, loyal customers are worth 10 times more to brands than the time when they made the first purchase.

The point we are trying to make here is that even the companies that are laser-focused on the future need to pull the brakes and come up with viable and effective client retention strategies. Here are a couple of examples to help them along the way.

Work on the overall customer engagement strategies

If you want your customers to keep coming back for more, you need to elevate your brand-wide client engagement strategies. In this regard, your options are near inexhaustible. For instance, good old conversational marketing will make your company feel more alive, engaging face-to-face with clients on social media will lend your customer-engagement efforts a much-needed level of interactivity, and using personalized services and marketing messages will make everyone feel special and taken notice of. 

Photo by charlesdeluvio on Unsplash

Let the clients have greater input in the matter

One of the single greatest grievances the consumers have with delivery and service-based brands comes in the form of the lack of control the clients have over the process. Granted, the companies that need to handle hundreds, if not thousands of different clients often do not have the advantage of tailoring their services around the client’s need but rather need to work around their own schedule. 

But, allowing the customers to provide greater input early on in the process does make this problem obsolete as well as makes them feel more valued which scores your brand points on both these fonts.

Focus on content and encourage website traffic

Essentially, quality content is what keeps consumers coming back to your website even if they are on the fence about whether they should continue using your services or not. Y However, if you want this strategy to bear satisfying results, your strategies need to be centered around the tastes of local audiences. 

So, if you are, for instance, going to expand Down Under, you should let digital agencies in Australia tackle the content issue. As a result, You will transform your brand from a simple service provider to a place where people gather to exchange their opinions and learn about the industry.

Keep your delivery services competitively priced

After all, people come back to the services that offer the best PQ (price-quality) ratio. But there is a fine line down to which you are able to cut your delivery prices. Is there any way you can save some money and make more maneuvering space in this regard? 

Sure – start by negotiating with your vendors to get more favorable and discounted long-term deals. Also, paying more attention to fleet management, route optimization, and storage management can give you much more financial leeway you need to invest more funds in creating repeat purchases and winning over client affection.

Listen to complaints and provide quick solutions

Delivery and service-based businesses are plagued with countless hurdles that can easily destroy the good relationship with clients you work so hard to build. Do your best then to cut these problems at their root and be quick to listen to customers’ complaints, publicly apologize for the inconvenience, let the clients see what you are doing to offer a solution to the problem, and follow up as promptly as you can. 

These efforts, combined with strategic analytics and previously planned contingency strategies can go a long way in diffusing tense situations and keeping your company protected.

Understand why customers are leaving your business

Last but not least, we would like to point out that even if you fail to retain some customers, that doesn’t automatically count as a failure if you manage to get some insights as a result. That is why you should make sure that all order or subscription cancellations should be followed by some sort of quick survey that should give you an insight into the client’s perspective on the whole matter. 

Since most of these situations are painted by negative emotions, giving your former clients some sort of incentive will make them more inclined to play along. These small investments will more than pay off in the long run.

Final comments

We hope these few examples gave you a general idea about the strategies you can use to make your retention strategies more efficient and fruitful. Delivery and service-based companies far too often fall into a trap of looking too far ahead and not paying attention to the ground they have already covered. 

This is a big mistake since small and medium companies make the most revenue exactly from repeat purchases. The strategies we have covered above should definitely help you harness this critical source of revenue.

By Derek Lotts

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