Business growth doesn’t have to only come from generating new customers. It’s possible to grow your business by engaging with clients who have already bought into your product or service. But how do you get it right?  

First, the importance of retaining clients 

One of the biggest mistakes a business can make is focusing on generating new leads without paying attention to their existing clients. Statistics show that it is much cheaper and easier to sell to those who have already bought your product or used your service. Furthermore, many surveys have found that existing clients are willing to spend significantly more money on a product or service when they have already used the business previously.  

Of course, you should want to generate new leads continuously, but it’s important to make the most of these marketing investments by retaining your valuable existing market as well. So, what are the best ways to retain your clients? Read on for our three-step process.  

Alternatively, call WEBPRO Creative now for a fully personalised client retainment plan for your business. 

Step One: Offer excellent products and services 

Arguably, the most important thing you can do to get a client to come back to you in the future is to provide them with a positive experience where their needs and expectations were met – if not exceeded. This means providing high-quality products and services exactly as promised, with the results the client needs. Moreover, remember that people remember how you make them feel more than what you might do, so it’s important to build strong client relationships when opportunities arise.  

Step Two: Provide aftercare 

After the product has been delivered or the service is finalised, you must make sure they got what they needed. This could be a simple follow-up email or a call asking if their needs were met or if something was missing. Checking in like this is an opportunity to put things right if they weren’t satisfied - and earn their repeat business in the future. But it’s another opportunity to build strong client relationships.  

Step Three: Continuing the conversation (marketing)  

Once you’ve provided a high-quality service and checked in with your clients to ensure their needs were met, it’s all about keeping your business in their mind as the weeks, months or even years pass by.  

The best way to keep your brand in mind is through specific forms of marketing that target existing clients rather than new ones, such as newsletters and social media engagement. To be able to use these marketing methods, you will need to encourage the client to subscribe to your newsletters or follow you on social media during the previous two stages.  

Social media posts allow you to continue engagement with existing clients easily, whereas newsletters are slightly more aggressive and usually more beneficial for this purpose. By sending a monthly e-newsletter to your market, you can provide genuine value to existing clients – such as industry news or tips - and even offer exclusive offers and discounts to encourage them to opt for your product or service again.  

Newsletter marketing services with WEBPRO Creative 

WEBPRO Creative offers an all-inclusive email newsletter marketing service. We can plan, create and even deliver personalised email newsletter content to your subscribers at the optimum intervals. If required, we will assist in setting up your website with the relevant functionality and content to attract more newsletter sign-ups. 

Recap: In today's business landscape, a critical oversight is prioritising new leads over existing clients. The research underscores the cost-effectiveness of selling to repeat customers, who are also likely to spend more than new leads. While acquiring new clients remains essential, retaining the existing customer base is equally – if not more - vital. The three-step approach to client retention begins with delivering excellent products and services, fostering strong relationships and actively seeking feedback. Aftercare, including follow-ups, is pivotal to rectify any concerns and bolster future loyalty. And thirdly, prioritise keeping the conversation going through social media engagement and, most effective of all, through email newsletter marketing. 

WEBPRO Knows 

Multiple sources claim that existing clients will spend between 5 and 10 times more than new customers.