Did you now that 65 percent of a company’s business comes from existing customers? So instead of putting all your effort into finding new leads and new customers, you might be better served spending more time on your current customers.
These stats might force you to think a little differently about your current clients:
- It costs 16x more to bring a new customer up to the same level as a current one.
- Lowering your customer churn rate by five percent can increase your profitability by 25 to 125 percent.
- 68 percent of customers leave you because they perceive you are indifferent to them.
So how do you change the narrative and remind current customers that they are important to you?
By sending them specific, personalized messaging that say exactly that. If all you’ve been sending your current clients are occasional emails blasting out info about a new sale, or occasional Facebook posts, it’s time to up your game.
Try these 5 examples of messaging you can send right now to reengage current customers and encourage them to stick with your business.
1. “We Miss You.”
A simple, targeted email to those who have not purchased from you in the last few months shows that you’ve been paying attention. If you have data about the type of product they bought before, try and suggest a new product or service that fits that.
2. Offer a special deal for existing customers
Try sending an exclusive coupon for 15% off to your existing clients. Make it personal, and explain that it’s specifically for those who have made purchases in the past. You’re rewarding your “favorite” customers with a special incentive.
3. Celebrate a birthday
Do you ask for client birthdays when they sign up for your email newsletter? If you have that data, send them an email to congratulate them on their birthday, and offer a special birthday gift. It could be a coupon, or a free gift if they visit you in store. This extra treat shows you care, and encourages customers to make a purchase or visit you.
4. Wish them a happy holiday
For a small business, reaching out to celebrate the holiday season is a great way to add a personal touch to your messaging. Send a holiday card from your staff or your executive team, and let them know how much you’ve appreciated their business over the years.
You could even ask them to send you their holiday cards, so you can display them on your website or share them on social media. Remind your current customers that theres’ a human behind the brand.
5. Ask what you can do better
If it’s been a long time since you’ve heard from a group of customers, try sending them a survey to get some feedback on their experience. The opportunity to voice their opinion will either help them feel more appreciated, or remind them how much they enjoy your business and would like to visit again.
It’s important that these messages be personal, interesting, and offer real value to your customers. The more you know about them, the more customized of a message you can send them. People like feeling that someone cares about them, so taking that extra effort is a worthy investment.