How to increase customer retention rate and boost customer loyalty

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43 L 48.796875 43 C 48.275261 38.532432 44.604108 35 40 35 z M 40 37 C 43.877484 37 47 40.122516 47 44 C 47 47.877484 43.877484 51 40 51 C 36.122516 51 33 47.877484 33 44 C 33 40.122516 36.122516 37 40 37 z M 18 46 C 10.306206 46 4 52.306206 4 60 L 4 64 L 26.269531 64 C 25.457834 65.84109 25 67.868987 25 70 L 25 74 L 55 74 L 55 71 L 55 70 C 55 67.868987 54.542166 65.84109 53.730469 64 L 76 64 L 76 60 C 76 52.306206 69.693794 46 62 46 C 55.158556 46 49.446319 50.988522 48.257812 57.503906 C 45.884282 55.926028 43.045242 55 40 55 C 36.954758 55 34.115718 55.926028 31.742188 57.503906 C 30.553681 50.988522 24.841444 46 18 46 z M 18 48 C 24.245162 48 29.37815 52.832416 29.921875 58.941406 C 28.934708 59.842395 28.067924 60.868215 27.347656 62 L 6 62 L 6 60 C 6 53.397794 11.397794 48 18 48 z M 62 48 C 68.602206 48 74 53.397794 74 60 L 74 62 L 52.652344 62 C 51.932076 60.868215 51.065292 59.842395 50.078125 58.941406 C 50.62185 52.832416 55.754838 48 62 48 z M 40 57 C 47.153388 57 53 62.846612 53 70 L 53 72 L 27 72 L 27 70 C 27 62.846612 32.846612 57 40 57 z M 8 58 C 7.449 58 7 58.449 7 59 C 7 59.551 7.449 60 8 60 C 8.551 60 9 59.551 9 59 C 9 58.449 8.551 58 8 58 z M 12 58 C 11.449 58 11 58.449 11 59 C 11 59.551 11.449 60 12 60 C 12.551 60 13 59.551 13 59 C 13 58.449 12.551 58 12 58 z M 16 58 C 15.449 58 15 58.449 15 59 C 15 59.551 15.449 60 16 60 C 16.551 60 17 59.551 17 59 C 17 58.449 16.551 58 16 58 z M 20 58 C 19.449 58 19 58.449 19 59 C 19 59.551 19.449 60 20 60 C 20.551 60 21 59.551 21 59 C 21 58.449 20.551 58 20 58 z M 24 58 C 23.449 58 23 58.449 23 59 C 23 59.551 23.449 60 24 60 C 24.551 60 25 59.551 25 59 C 25 58.449 24.551 58 24 58 z M 28 58 C 27.449 58 27 58.449 27 59 C 27 59.551 27.449 60 28 60 C 28.551 60 29 59.551 29 59 C 29 58.449 28.551 58 28 58 z M 52 58 C 51.449 58 51 58.449 51 59 C 51 59.551 51.449 60 52 60 C 52.551 60 53 59.551 53 59 C 53 58.449 52.551 58 52 58 z M 56 58 C 55.449 58 55 58.449 55 59 C 55 59.551 55.449 60 56 60 C 56.551 60 57 59.551 57 59 C 57 58.449 56.551 58 56 58 z M 60 58 C 59.449 58 59 58.449 59 59 C 59 59.551 59.449 60 60 60 C 60.551 60 61 59.551 61 59 C 61 58.449 60.551 58 60 58 z M 64 58 C 63.449 58 63 58.449 63 59 C 63 59.551 63.449 60 64 60 C 64.551 60 65 59.551 65 59 C 65 58.449 64.551 58 64 58 z M 68 58 C 67.449 58 67 58.449 67 59 C 67 59.551 67.449 60 68 60 C 68.551 60 69 59.551 69 59 C 69 58.449 68.551 58 68 58 z M 72 58 C 71.449 58 71 58.449 71 59 C 71 59.551 71.449 60 72 60 C 72.551 60 73 59.551 73 59 C 73 58.449 72.551 58 72 58 z M 30 68 C 29.449 68 29 68.449 29 69 C 29 69.551 29.449 70 30 70 C 30.551 70 31 69.551 31 69 C 31 68.449 30.551 68 30 68 z M 34 68 C 33.449 68 33 68.449 33 69 C 33 69.551 33.449 70 34 70 C 34.551 70 35 69.551 35 69 C 35 68.449 34.551 68 34 68 z M 38 68 C 37.449 68 37 68.449 37 69 C 37 69.551 37.449 70 38 70 C 38.551 70 39 69.551 39 69 C 39 68.449 38.551 68 38 68 z M 42 68 C 41.449 68 41 68.449 41 69 C 41 69.551 41.449 70 42 70 C 42.551 70 43 69.551 43 69 C 43 68.449 42.551 68 42 68 z M 46 68 C 45.449 68 45 68.449 45 69 C 45 69.551 45.449 70 46 70 C 46.551 70 47 69.551 47 69 C 47 68.449 46.551 68 46 68 z M 50 68 C 49.449 68 49 68.449 49 69 C 49 69.551 49.449 70 50 70 C 50.551 70 51 69.551 51 69 C 51 68.449 50.551 68 50 68 z"/></svg> </a> </div> <main id="site-main" class="site-main outer site-main-post has-post-image"> <div class="feature-post-wrapper"> <article class="post-full post tag-customer-retention tag-customer-marketing tag-article tag-promoted "> <section class="post-full-content Customer retention"> <header class="post-full-header"> <div class="post-full-header-wrapper"> <section class="post-full-meta"> <time class="post-full-meta-date" datetime=" 2022-04-29">29 April 2022</time> <span class="reading-time">7 min read</span> </section> <h1 class="post-full-title">How to increase customer retention rate and boost customer loyalty</h1> <section class="post-full-meta"> <a href="/tag/customer-retention/">Customer retention</a> </section> <div class="post-author-with-linkedin-wrapper"> <div class="post-author-wrapper"> <section class="post-full-authors"> <section class="author-card"> <a href="/author/lawrence/"> <img class="author-profile-image" src="/content/images/size/w300/2022/04/Lawrence-Chapman.png" alt="Lawrence Chapman" /> <section class="author-card-content"> <h4 class="author-card-name">Lawrence Chapman</h4> <div class="post-full-footer-right"> <div class="author-card-button">Read More</div> </div> </section> </a> </section> </section> </div> </div> </div> <div class="post-full-image" style="background-image: url(/content/images/2022/04/nicola-fioravanti-W5OwUWIvMa8-unsplash--1-.jpg);"> </div> </header> <div class="post-content"> <aside class="toc-container"> </aside> <p>The key to business success isn’t all about attracting new customers.</p><p>No siree - you’ve got to give existing users a reason to stick around and make it <em>impossible </em>for them to slip through the cracks.</p><p><a href="https://www.semrush.com/blog/customer-retention-stats/?ref=customermarketingalliance.com">Research by Semrush</a> indicates the probability of selling to an existing customer is between <strong><strong>60%</strong></strong> and <strong><strong>70%,</strong></strong> whereas the probability of selling to a new customer is only between <strong><strong>5%</strong></strong> to <strong><strong>20%</strong></strong>.</p><p>This is all the more reason to do everything you can to increase your customer retention rate and improve customer loyalty.</p><p>The million-dollar question? Which methods can you use to keep consumers onside?</p><p>In this article, we’re going to focus specifically on:</p><ul><li><a href="https://www.productmarketingalliance.com/how-to-increase-customer-retention-rate-and-boost-customer-loyalty/?ref=customermarketingalliance.com#how-to-improve-customer-retention-rate-and-customer-loyalty">How to improve customer retention and customer loyalty</a></li><li><a href="https://www.productmarketingalliance.com/how-to-increase-customer-retention-rate-and-boost-customer-loyalty/?ref=customermarketingalliance.com#why-is-customer-retention-important-for-company-growth">Why customer retention is important for company growth</a></li><li><a href="https://www.productmarketingalliance.com/how-to-increase-customer-retention-rate-and-boost-customer-loyalty/?ref=customermarketingalliance.com#how-to-understand-your-customers">How to understand your customers</a></li></ul><h2 id="how-to-improve-customer-retention-rate-and-customer-loyalty"><strong>How to improve customer retention rate and customer loyalty</strong></h2><h3 id="publish-customer-case-studies"><strong>Publish customer case studies</strong></h3><p>Your buyers will always be more inclined to buy your product or service if they see a ringing endorsement from an existing customer who’s singing your praises.</p><p><a href="https://www.productmarketingalliance.com/what-is-a-case-study/?ref=customermarketingalliance.com">Case studies</a> are a great way to demonstrate what your customers love about your brand, and more importantly, what your prospects could have in store if they put their hand in their pocket and bought the product, too.</p><p>Use this type of content during the sales process and you’ll communicate to your customers why your product will fulfill their <a href="https://www.productmarketingalliance.com/customer-needs-and-how-to-meet-them/?ref=customermarketingalliance.com">customer needs</a>.</p><p>When planned and executed well, case studies can be worth their weight in gold, offering unrivalled insights into the mind of the consumer.</p><p>However, there are elements you need to consider, as highlighted by <strong><strong>Adam Thomas, Lead Product Manager at SmartRecruiters</strong></strong>, as he outlined <a href="https://www.productmarketingalliance.com/three-critical-components-to-consider-for-your-next-case-study/?ref=customermarketingalliance.com">three critical components for your next case study</a>.</p><div class="kg-card kg-callout-card kg-callout-card-#F1F3F4"><div class="kg-callout-emoji">❔</div><div class="kg-callout-text">Plot your next case study to precision with our collection of<a href="https://www.productmarketingalliance.com/customer-case-study-questions/?ref=customermarketingalliance.com" style="box-sizing: border-box; margin: 0px; padding: 20px 0px; -webkit-font-smoothing: antialiased; background-color: transparent; color: rgb(255, 255, 255); text-decoration: underline; word-break: break-word;"><span> </span>80 case study questions</a>.</div></div><h3 id="don%E2%80%99t-make-unrealistic-brand-promises"><strong>Don’t make unrealistic brand promises</strong></h3><p>Oftentimes, voluntary <a href="https://www.productmarketingalliance.com/your-ultimate-guide-to-churn/?ref=customermarketingalliance.com">customer churn</a> occurs when a customer becomes disillusioned with a company failing to keep promises they’ve made during the <a href="https://www.productmarketingalliance.com/the-fundamentals-of-customer-onboarding/?ref=customermarketingalliance.com">customer onboarding</a> process.</p><p>Honesty is truly the best policy when it comes to providing exemplary customer service - somewhere down the line, you <em>will </em>come unstuck if you make promises you can’t keep.</p><p>So, instead of trying to pull the wool over your customer’s eyes, channel every fiber of your efforts into delivering an awesome value proposition and keep your end of the bargain. This’ll keep your customers happy and help you build future customer advocacy programs.</p><h3 id="plan-for-the-future"><strong>Plan for the future</strong></h3><p>Your hard work doesn’t end once you’ve converted a prospect into a customer. It’s essential to create a roadmap outlining how you’ll build and consolidate for the future.</p><p>Internal collaboration is essential to make sure you get this on the money; liaise with your Customer Success Manager, and establish clear goals and milestones you can communicate to your users to get them hyped about the next stage of your relationship.</p><p>For example, when a gamer purchases from the PlayStation Store, Sony isn’t content with a one-off sale. They send their customers messaging to inform them about new gadgets, upcoming titles, playable demos, and so on.</p><p>Oftentimes, the customer will be asked to give their feedback, and this is fundamental in making them feel as though they’re playing a proactive role in the development of the brand, which in turn, encourages them to stay loyal and keep on buying the company’s products.</p><h3 id="plant-the-seed-of-positivity"><strong>Plant the seed of positivity</strong></h3><p>Whether it’s a rude waiter in a restaurant, painfully slow service at a bar, or an unsanitary Uber journey, as consumers, we’ve got a tendency to remember poor customer experiences.</p><p>When such instances occur, companies bend over backward to put things right. However, why’s it rare for companies to highlight when things go as intended and customers are left with huge grins on their faces?</p><p>Good customer service is all too often treated as a given, so when you do an awesome job, buyers don’t always appreciate it.</p><p>Instead, speak with your CSM and put communications in place that’ll earmark to your customers just how amazing you are, and the quality of the service you provide.</p><p>When you deliver a product or service that blows the competition out of the water, don’t approach it with the mindset that it’s to be expected.</p><p>Instead, sing from the rooftops and celebrate your success - if your customers can see in no uncertain terms the quality you’re bringing to the table, why would they go elsewhere?</p><h3 id="ask-for-feedback"><strong>Ask for feedback</strong></h3><p>Churn predominantly occurs because your users aren’t happy with a particular element (or elements) of your product or service.</p><p>So, what better way to improve your offering than going straight to the source and asking them what they like, and what they’d like to see improved?</p><p><a href="https://www.productmarketingalliance.com/the-what-why-and-how-of-customer-market-feedback/?ref=customermarketingalliance.com">Customer and market feedback</a> is <em>essential </em>in improving your offering, understanding the customer experience from the consumer’s point of view, and essentially, holding onto more of your valued client base.</p><p>From focus groups to questionnaires and surveys, there are a variety of ways to collect <a href="https://www.productmarketingalliance.com/qualitative-vs-quantitative-research/?ref=customermarketingalliance.com">quantitative and qualitative data</a> that you and your team can use to make informed decisions about your product, without relying primarily on <a href="https://www.productmarketingalliance.com/how-to-test-internal-assumptions/?ref=customermarketingalliance.com">internal assumptions</a>.</p><div class="kg-card kg-callout-card kg-callout-card-#F1F3F4"><div class="kg-callout-emoji">🎧</div><div class="kg-callout-text">Tune into the<span> </span><a href="https://www.productmarketingalliance.com/consumer-and-market-research-podcast/?ref=customermarketingalliance.com" style="box-sizing: border-box; margin: 0px; padding: 20px 0px; -webkit-font-smoothing: antialiased; background-color: transparent; color: rgb(255, 255, 255); text-decoration: underline; word-break: break-word;">Customer & Market Research Podcast</a><span> </span>with<span> </span><strong style="box-sizing: border-box; margin: 0px; padding: 0px; -webkit-font-smoothing: antialiased; font-weight: 700;">Vincent Xu, Product Marketing Manager at Google</strong>, as he discusses a breadth of key topics that’ll help you enhance your research programs</div></div><h3 id="make-customer-experiences-consistent"><strong>Make customer experiences consistent</strong></h3><p>Consumers are often creatures of habit; they like to know what to expect when making a purchase.</p><p>The chances are, your customers won’t buck the trend; the element of surprise isn’t a favored tactic amongst marketers - and for good reason. It’s very rare for customers to relish unfamiliar territory.</p><p>Create onboarding processes for your new customers and conduct kickoff phone calls and meetings.</p><p>It’s also important to create web assets and social media channels that are consistent. This’ll support you in securing adequate support across a variety of channels.</p><p>Furthermore, ensure you have regular check-ins and milestones penciled in. If there are any areas for improvement, you can address these in these sessions before they slip under the radar.</p><p>We’ll say it time and again: while <a href="https://www.productmarketingalliance.com/how-to-reactivate-churned-users/?ref=customermarketingalliance.com">reactivating a churned user</a> isn’t impossible, it’s not easy by any stretch of the imagination, so look after your customers!</p><h3 id="make-information-easily-accessible"><strong>Make information easily accessible</strong></h3><p>We’ve all been in a situation when we’ve needed customer support, but haven’t had a clue where to find it.</p><p>Is it fun? No. Is it irritating? Absolutely.</p><p>If your customer has a query, it’s your responsibility to ensure they can find the information they need quickly, and with minimum levels of fuss.</p><p>If they can’t use the product to its full potential because they have to jump through hoops to get answers to a simple question, don’t be surprised if they jump ship and seek an alternative.</p><p>While <a href="https://www.productmarketingalliance.com/chatbots-for-sales-enablement/?ref=customermarketingalliance.com">chatbots</a> can be useful in helping your customer get some of the help they need, never underestimate the effectiveness of old-fashioned, human-centric communication.</p><h3 id="log-previous-mistakes"><strong>Log previous mistakes</strong></h3><p>While we all aspire to fulfill the perfect <a href="https://www.productmarketingalliance.com/what-makes-a-successful-product-launch/?ref=customermarketingalliance.com">product launch</a> or promotional campaign, invariably, there’ll be instances where areas for improvement emerge.</p><p>It’s part of your remit as a product marketer to ensure that you don’t make the same mistakes time and again.</p><p>You can also minimize the risk of future disruption by using a CRM system to track customer feedback, and phone calls, and check miscellaneous information that’ll help you familiarize yourself with the preferences of your customers and offer a more fulfilling service.</p><h3 id="act-swiftly-on-pain-points"><strong>Act swiftly on pain points</strong></h3><p>There’s more to customer retention than serving up products that tick all of the boxes. You also need to pay attention to pain points that are being flagged to your customer support team.</p><p>Never underestimate the importance customer experience plays in establishing loyalty amongst your consumer base.</p><p>If you’re trying to establish yourself in a saturated market and vying against competitors, you need to eradicate any shortcomings or run a serious risk of your <a href="https://www.productmarketingalliance.com/simple-strategies-for-reducing-customer-churn/?ref=customermarketingalliance.com">customer churn</a> increasing.</p><h3 id="go-above-and-beyond"><strong>Go above and beyond</strong></h3><p>Satisfying the basic needs of your customers should be a given, and won’t always convince people to hang around and become advocates of your brand.</p><p>Conversely, when you exceed customer expectations, more often than not, your customers will marvel at your customer service, recommend you to their friends and family, and help you grow your business exponentially.</p><p>The recipe for offering a service surpassing expectations is based predominantly on the following questions:</p><ul><li>What expectations do your customers have?</li><li>What do they expect from the industry in which you operate?</li><li>What’re your competitors doing?</li><li>What measures can you put in place to exceed expectations?</li></ul><p>Remember, one person’s perception of going “above and beyond” will differ from somebody else’s. Therefore, you need to revisit and evaluate the measures you’re implementing at regular intervals, to ensure you’re appealing to as many people as possible.</p><h3 id="use-reciprocity-techniques"><strong>Use reciprocity techniques</strong></h3><p>Ever heard the expression: “treat others the way you want to be treated?”</p><p>This notion is particularly true when it comes to customer retention and customer loyalty.</p><p>If you treat your customers well, this’ll resonate with the buyer and provoke a desire for them to repay your act of kindness by remaining loyal to your brand.</p><p>There are two types of reciprocity techniques you can use:</p><p><strong><strong>1) Surprise reciprocity</strong></strong></p><p>This is a surprise gift, such as a ticket to an exclusive event or discount code.</p><p><strong><strong>2) Trumpeted reciprocity</strong></strong></p><p>Trumpeted reciprocity is when the person providing the benefit does so in such a way that makes it clear they’re exceeding the call of duty.</p><p>You don’t need to communicate these benefits to your customers as part of your company communications; it should be apparent that you’re providing something that isn’t a part of your usual service.</p><p>For example, when customers <a href="https://www.productmarketingalliance.com/the-importance-of-a-strong-pre-order-sales-strategy/?ref=customermarketingalliance.com">pre-order a product</a>, they often get access 24-hours before a general release.Similarly, when Product Marketing Alliance makes an addition to our bank of <a href="https://www.productmarketingalliance.com/product-marketing-resources/?ref=customermarketingalliance.com">industry reports</a>, users with a <a href="https://www.productmarketingalliance.com/signup/?ref=customermarketingalliance.com">PMA Membership</a> receive early access.</p><h3 id="equip-yourself-with-relevant-tools"><strong>Equip yourself with relevant tools</strong></h3><p>Sometimes, we can work independently to achieve our desired goals.</p><p>However, there are undoubtedly instances when support is needed to deliver a stellar experience that’ll leave customers craving more from you and your brand.</p><p>The <a href="https://tools.productmarketingalliance.com/s?category=customer-experience-and-engagement&ref=customermarketingalliance.com">Product Marketing Tech Stack</a> includes a variety of vetted, tested tools you can use to enhance your practice.</p> </div> <aside class="post-upgrade-cta hidden-upgrade"> <div class="post-upgrade-cta-content"> <img src="/content/images/2024/07/android-chrome-192x192--1--1.png" alt="Customer Marketing Alliance icon" class="site-logo" /> <h2>Like what you see? Then check out tonnes more.</h2> <p class="post-upgrade-cta-desc"> From exclusive content by industry experts and an ever-increasing bank of templates, to 100s of hours’ worth of presentations and mentors, our membership plans are packed with awesome sales enablement resources. </p> <div class="post-upgrade-buttons-wrapper"> <a class="button large primary" href="/signup/">Subscribe now</a> <a class="button large primary" href="/membership/">Learn more</a> </div> </div> </aside> <aside class="post-upgrade-cta get-cert-cta" style="display:none;"> <div class="post-upgrade-cta-content"> <img src="/content/images/2024/07/android-chrome-192x192--1--1.png" alt="Customer Marketing Alliance icon" class="site-logo" /> <h2>Get product marketing certified.</h2> <p class="post-upgrade-cta-desc"> PMMC™ unleashes product marketers’ potential. Lauded by leading lights like Facebook and HubSpot, it offers expert insights, priceless tuition, and awesome resources. No topic missed. No page unturned. </p> <div class="post-upgrade-buttons-wrapper"> <a class="button large primary" href="https://certified.productmarketingalliance.com/p/product-marketing-certified-core" target="_blank">Get certified</a> </div> </div> </aside> <section class="post-full-authors post-full-authors-with-bio"> <section class="author-card"> <div class="post-full-authors-content"> <p>Written by: </p> </div> <a href="/author/lawrence/"> <img class="author-profile-image" src="/content/images/size/w300/2022/04/Lawrence-Chapman.png" alt="Lawrence Chapman" /> <section class="author-card-content"> <h4 class="author-card-name">Lawrence Chapman</h4> <div class="post-full-footer-right"> <div class="author-card-button">Read More</div> </div> </section> </a> </section> </section> </section> <section class="subscribe-form"> <p>Get industry insights</p> <form data-members-form="subscribe"> <input data-members-email type="email" required="true" placeholder="youremail@example.com" /> <br> <button type="submit">Join</button> </form> </section> <aside class="read-next"> <aside class="read-more-wrap outer"> <header class="read-next-card-header"> <h3><span>More in</span> <a href="/tag/customer-retention/">Customer retention</a></h3> </header> <div class="read-more inner"> <article class="post-card"> <a class="post-card-image-link" href="/developing-scalable-customer-retention-lifecycle-programs/"> <img class="post-card-image" src="/content/images/size/w800/2024/11/10-tips-for-developing-scalable-customer-retention-and-lifecycle-programs.png" alt="10 tips for developing scalable customer retention and lifecycle programs" /> </a> <div class="post-card-content"> <div class="post-visibility-paid" href="/signin">Members-only</div> <a class="post-card-content-link" href="/developing-scalable-customer-retention-lifecycle-programs/"> <header class="post-card-header"> <h2 class="post-card-title">10 tips for developing scalable customer retention and lifecycle programs</h2> </header> <section class="post-card-excerpt"> <p>Retention is at the heart of sustainable growth. In this article, discover ten tips for developing scalable customer retention and lifecycle programs....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> </ul> <span class="reading-time">15 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/the-core-fundamentals-of-customer-onboarding/"> <img class="post-card-image" src="/content/images/size/w800/2024/10/crm--3--1.jpg" alt="Why customer marketing belongs in a customer onboarding strategy" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/the-core-fundamentals-of-customer-onboarding/"> <header class="post-card-header"> <h2 class="post-card-title">Why customer marketing belongs in a customer onboarding strategy</h2> </header> <section class="post-card-excerpt"> <p>Let's be clear: Customer onboarding isn't just the responsibility of customer success. Yes, customer success teams are the main point of contact and are the ones who first and foremost guide a new customer through the process. But they're not the only team with a stake in the game....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> </ul> <span class="reading-time">7 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/what-is-customer-relationship-marketing/"> <img class="post-card-image" src="/content/images/size/w800/2024/10/crm.jpg" alt="What is customer relationship marketing?" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/what-is-customer-relationship-marketing/"> <header class="post-card-header"> <h2 class="post-card-title">What is customer relationship marketing?</h2> </header> <section class="post-card-excerpt"> <p>Customer relationship marketing is a marketing strategy that companies use to center their business and product marketing efforts around customer relationships, customer needs, and customer loyalty. The approach focuses on using customer feedback and data to optimize product marketing....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> </ul> <span class="reading-time">7 min read</span> </footer> </div> </article> </div> </aside> </aside> </article> </div> </main> <div class="floating-header"> <div class="floating-header-logo"> <a href="https://www.customermarketingalliance.com"> <img src="/content/images/size/w100/2024/07/android-chrome-192x192--1--1.png" alt="Customer Marketing Alliance icon" /> <span>Customer Marketing Alliance</span> </a> </div> <span class="floating-header-divider">—</span> <div class="floating-header-title">How to increase customer retention rate and boost customer loyalty</div> <div class="floating-header-share"> <a class="floating-header-share-tw" href="https://twitter.com/share?text=How%20to%20increase%20customer%20retention%20rate%20and%20boost%20customer%20loyalty&url=https://www.customermarketingalliance.com/how-to-increase-customer-retention-rate-and-boost-customer-loyalty/" onclick="window.open(this.href, 'share-twitter', 'width=550,height=235');return false;"> <?xml version="1.0" encoding="iso-8859-1"?> <svg viewBox="0 0 24 24" aria-hidden="true" class="r-18jsvk2 r-4qtqp9 r-yyyyoo r-16y2uox r-8kz0gk r-dnmrzs r-bnwqim r-1plcrui r-lrvibr r-lrsllp"> <g> <path d="M18.244 2.25h3.308l-7.227 8.26 8.502 11.24H16.17l-5.214-6.817L4.99 21.75H1.68l7.73-8.835L1.254 2.25H8.08l4.713 6.231zm-1.161 17.52h1.833L7.084 4.126H5.117z"> </path> </g> </svg> </a> <a class="floating-header-share-fb" href="https://www.facebook.com/sharer/sharer.php?u=https://www.customermarketingalliance.com/how-to-increase-customer-retention-rate-and-boost-customer-loyalty/" onclick="window.open(this.href, 'share-facebook','width=580,height=296');return false;"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 32 32"><path d="M19 6h5V0h-5c-3.86 0-7 3.14-7 7v3H8v6h4v16h6V16h5l1-6h-6V7c0-.542.458-1 1-1z"/></svg> </a> <a class="floating-header-share-linkedin" href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.customermarketingalliance.com/how-to-increase-customer-retention-rate-and-boost-customer-loyalty/" onclick="window.open(this.href, 'share-facebook','width=580,height=496');return false;"> <?xml version="1.0" encoding="utf-8"?>  <svg version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewBox="0 0 20 20" style="enable-background:new 0 0 20 20;" xml:space="preserve"> <g> <g> <path class="st0" d="M18.5,0h-17C0.7,0,0,0.6,0,1.4v17.1C0,19.4,0.7,20,1.5,20h17c0.8,0,1.5-0.6,1.5-1.4V1.4C20,0.6,19.3,0,18.5,0 z M5.9,17H3V7.5h3V17z M4.4,6.2c-1,0-1.7-0.8-1.7-1.7c0-0.9,0.8-1.7,1.7-1.7c0.9,0,1.7,0.8,1.7,1.7C6.2,5.4,5.4,6.2,4.4,6.2z M17,17h-3v-4.6c0-1.1,0-2.5-1.5-2.5c-1.5,0-1.8,1.2-1.8,2.5V17h-3V7.5h2.8v1.3h0c0.4-0.8,1.4-1.5,2.8-1.5c3,0,3.6,2,3.6,4.5V17z" /> </g> </g> </svg> </a> </div> <progress id="reading-progress" class="progress" value="0"> <div class="progress-container"> <span class="progress-bar"></span> </div> </progress> </div>  <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.11.1/tocbot.css" />  <script src="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.11.1/tocbot.min.js"></script> <script> if (window.isTOCenabled) { document.querySelector('.toc-container').innerHTML = '<div class="toc"></div>'; tocbot.init({ tocSelector: '.toc', contentSelector: '.post-content' }); } </script> <div class="footer"> <div class="footer-wrapper"> <div class="site-footer-content"> <div class="site-footer-content-logo"> <a href="/"> <img src="https://www.customermarketingalliance.com/assets/img/sales/CMA%20FULL%20LOGO%20WHITE.svg?v=49cb5bde65" /> </a> </div> <div class="site-footer-content-title"> Our mission is plain and simple. 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// Stop checking once the button is found viewPlansButton.addEventListener("click", function (event) { console.log("viewPlansButton was clicked!"); setTimeout(function () { setPortalPricing(portalIframe); attachClickListeners(portalIframe); }, 30); }); } else { console.log("viewPlansButton was not found on the page"); console.log(viewPlansButton); } const changePlansButton = portalIframe.contentDocument.querySelector('.gh-portal-btn.gh-portal-btn-list[data-test-button="change-plan"]'); if (changePlansButton) { console.log(changePlansButton); console.log("changePlansButton was found!"); clearInterval(intervalId); // Stop checking once the button is found changePlansButton.addEventListener("click", function (event) { console.log("changePlansButton was clicked!"); setTimeout(function () { setPortalPricing(portalIframe); attachClickListeners(portalIframe); }, 30); }); } else { console.log("changePlansButton was not found on the page"); console.log(changePlansButton); } if(intervalId) { clearInterval(intervalId); intervalId = null; } }); } else { console.error("Could not find #ghost-portal-root iframe, retrying..."); if (!intervalId) { intervalId = setInterval(callPortalIframe, 1000); } } } document.addEventListener("DOMContentLoaded", function() { console.log("DOM fully loaded"); let currentUrl = window.location.href; let link = document.querySelector('a[href="https://www.customermarketingalliance.com/#/portal/signup/"]'); if(link){ link.addEventListener('click', function(event) { console.log('Link was clicked!'); callPortalIframe(); }); } else { console.log('The link was not found on the page'); } if ( currentUrl === "https://www.customermarketingalliance.com/#/portal/signup/" || currentUrl === "https://www.customermarketingalliance.com/#/portal/account/plans/" ) { callPortalIframe(); console.log("You are on the signup page"); } else if ( currentUrl === "https://www.customermarketingalliance.com/#/portal" || currentUrl === "https://www.customermarketingalliance.com/account-free/#/portal" || currentUrl === "https://www.customermarketingalliance.com/pro-plus-membership-dashboard/#/portal" || currentUrl === "https://www.customermarketingalliance.com/account/#/portal" ) { callPortalIframe(); console.log("You are on the portal/viewplans page"); } else { console.log("You are not on the signup/plan page"); } // Start observing the target node for configured mutations const targetNodePortalRoot = document.getElementById("ghost-portal-root"); if (targetNodePortalRoot) { const config = { attributes: true, childList: true, subtree: true }; const poratalObserver = new MutationObserver(function() { callPortalIframe(); }); poratalObserver.observe(targetNodePortalRoot, config); } else { console.error("Could not find #ghost-portal-root element"); } }); })(); </script>  <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/jquery.js?v=49cb5bde65" ></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/jquery.fitvids.js?v=49cb5bde65" ></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/ghost-lunr.js?v=49cb5bde65" defer></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/search.js?v=49cb5bde65" defer></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/%20built/jquery.fitvids.js?v=49cb5bde65"></script> <script> // NOTE: Scroll performance is poor in Safari // - this appears to be due to the events firing much more slowly in Safari. // Dropping the scroll event and using only a raf loop results in smoother // scrolling but continuous processing even when not scrolling $(document).ready(function () { // Start fitVids var $postContent = $(".post-full-content"); $postContent.fitVids(); // End fitVids var progressBar = document.querySelector('#reading-progress'); var header = document.querySelector('.floating-header'); var title = document.querySelector('.post-full-title'); var lastScrollY = window.scrollY; var lastWindowHeight = window.innerHeight; var lastDocumentHeight = $(document).height(); var ticking = false; function onScroll() { lastScrollY = window.scrollY; requestTick(); } function onResize() { lastWindowHeight = window.innerHeight; lastDocumentHeight = $(document).height(); requestTick(); } function requestTick() { if (!ticking) { requestAnimationFrame(update); } ticking = true; } function update() { var trigger = title.getBoundingClientRect().top + window.scrollY; var triggerOffset = title.offsetHeight + 35; var progressMax = lastDocumentHeight - lastWindowHeight; // show/hide floating header if (lastScrollY >= trigger + triggerOffset) { header.classList.add('floating-active'); } else { header.classList.remove('floating-active'); } progressBar.setAttribute('max', progressMax); progressBar.setAttribute('value', lastScrollY); ticking = false; } window.addEventListener('scroll', onScroll, { passive: true }); window.addEventListener('resize', onResize, false); update(); var getHiddenUpgrade = document.querySelector('.hidden-upgrade'); if (getHiddenUpgrade && isHiddenUpgradeVisible) getHiddenUpgrade.style.display = 'block'; }); // window.inArticleAdList = [ // { // img: 'https://static.ghost.org/v3.0.0/images/publishing-options.png', // url: '/' // }, // { // img: 'https://static.ghost.org/v3.0.0/images/admin-settings.png', // url: '/' // } // ]; if (window.inArticleAdList && !window.inArticleAdListDisabled) { const getSelectPostContent = document.querySelector('.post-content'); const getSelectPostContentLength = parseInt(getSelectPostContent.children.length / 2); const getSelectPostContentItem = getSelectPostContent.children[getSelectPostContentLength]; const thisinPostAd = document.createElement('a'); thisinPostAd.classList.add('post-in-post-ad'); const getRandAdItem = inArticleAdList[Math.floor(Math.random() * inArticleAdList.length)]; thisinPostAd.style.backgroundImage = 'url(' + getRandAdItem.img + ')'; thisinPostAd.setAttribute('href', getRandAdItem.url); thisinPostAd.setAttribute('target', '_blank'); getSelectPostContentItem.parentNode.insertBefore(thisinPostAd, getSelectPostContentItem.nextSibling); } const getCertCta = document.querySelector('.get-cert-cta'); if (window.showGetCertCta && getCertCta) { getCertCta.style.display = 'block'; } </script> <script> window.intercomSettings = { app_id: "ihx5j8jg" }; </script> <script> (function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/ihx5j8jg';var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(w.attachEvent){w.attachEvent('onload',l);}else{w.addEventListener('load',l,false);}}})(); 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