They say ‘Customer is King’. And if the king has used your services, wouldn’t you want them to stick with you?
That’s why in this blog, we’ll share 9 impactful customer retention strategies for your delivery business.
But before jumping to the strategies, let’s understand why customer retention is important.
Customer retention is key to a successful business. Acquiring new customers is tough and costs higher than retaining an existing customer. If you keep your customers satisfied, not only can you reduce costs but also earn more by upselling and cross-selling your services to them.
You can spend millions on marketing but nothing beats word of mouth. People talk about the experiences they have with businesses, good and bad. People trust the recommendations coming from friends and family. Happy customers have the power to bring in more customers.
Now, let’s get to the strategies!
9 strategies to retain your customers:
Use these proven strategies to retain your customers:
- Build trust with fast and on-time delivery
As delivery is the core of your business, the bare minimum that you must do is ensure quick and timely deliveries. This is the least that customers expect from you and you can’t go wrong with this. If you consistently deliver on time, it will enhance customer trust. They will consider your business as reliable.
- Deliver at the customer’s preferred time
Considering the busy modern-day lifestyle, you cannot expect to show up at the customer’s doorstep any time of the day. Most businesses now allow customers to select their preferred delivery time slots.
For a successful delivery, ensure that the delivery is made only within the time slot chosen by the customer. This enhances customer experience as customers value the convenience of selecting time slots as per their schedule.
- Keep the customer updated
These days customers want to know the progress at every step of the delivery process. It’s important to keep the customers updated about their deliveries via text and emails.
Share a tracking link with the customer so that they can track the live location of the driver and be prepared to accept the delivery.
- Train delivery staff on how to interact with customers
Your delivery staff is the face of your business in front of the customer. For a positive customer experience, train them to deal with the customers politely and in a friendly manner. A warm smile goes a long way.
Also, provide them with clear guidelines to deal with difficult customers so that things don’t go out of hand in a heated situation.
- Offer cost-effective delivery and discounts
Keep your prices such that customers find them fair and comfortable to pay. Of course, it should not come at the cost of sustaining your business.
Also, customers love discounts! To delight and reward your regular customers, provide them with discounts from time to time.
Provide great service with even better prices and the customer will never leave your side!
Use route optimization software to provide cost-effective delivery while maintaining your profits. It helps in making efficient deliveries and keeping your costs in check. It enables the optimum utilization of resources.
Start a free trial of Zeo Route Planner to start saving money right away!
- Resolve customer complaints quickly
Nothing frustrates customers more than waiting on calls to get their complaints resolved. The customer feels annoyed when their complaint is passed on from one person to another with no solution in sight.
On the other hand, they feel immensely valued when their complaints are resolved quickly. To retain customers, train your customer service team to quickly resolve customer complaints.
- Take regular feedback
It’s important to take regular feedback to know the sentiment of the customers towards your services. Taking feedback also helps in tweaking your offerings to best suit the customer needs which you may not have thought of.
Customer feedback can prove to be a goldmine of insights that can help you stand out from the competition.
- Expand your services
Add more services to your portfolio to cater to the different needs of your customers. It will keep the customers from going to the competitors. For example, delivering items with particular temperature requirements.
- Send engaging communication
Another way to stay on top of the mind of the customer is to regularly engage with them via emails or newsletters. It’s professional and the customer can check their email at their convenience.
You can update the customers about any new product/service offerings, geographical expansions, exciting company news, seek feedback or share informational content.
These customer retention strategies for delivery businesses will surely lead them to success. Your sales team won’t have to work so hard because your loyal customers will do the job and spread the positive word about you!