BaseKit strategies to reduce churn
Customer retention is vital to the success of any company and can bring in huge returns. According to HubSpot – increasing company retention by just 5% can increase company growth by 25 – 95%.
Happy customers are loyal customers, and happy, loyal customers share their experiences with others. So, if you’re re-evaluating your strategy for growth, increasing customer retention and reducing customer churn, should be a fundamental focus.
According to CustomerGauge – latest churn rates (the rate at which a company loses customers) for the software sector sit at around 14%. The appeal of a digital first age off the back of Covid-19 has stayed a reality, driven also by the growth of 5G, AI and low/no code software. Meanwhile, the rise in company digital adoption has meant the telecoms sector churn sits at more than double that rate, at 31%.
Maintaining satisfaction and loyalty from customers takes long term commitment and investment. Here we consider the best ways companies can identify churning customers and the best strategies to help reduce churn in the current landscape.
Identifying customers who are at risk of churning
Staying close to your customer data and your customer support team are two really valuable ways to help address customer needs and identify ways to prevent churn. Here’s three ways to do just that:
- Track and monitor your customers’ engagement with your products and packages. Metrics such as login frequency and site publishes show overall engagement, before considering interactions with specific product goals such as store activations, bookings setups and calendars synced. This is all data BaseKit has at our fingertips and we are happy to share with our partners.
- Tune into your support team – they’re on the front end speaking to customers all the time. Creating a simple process by which your support team can record and provide customer feedback to your marketing team about pain points is really important to help contribute to understanding customer satisfaction, and causes of churn.
- Have a view of your customer retention and churn data: Calculate customer churn rate and identify trends over time. Cconsider the impact of seasonality, changes after new product feature releases, new customer activity, engagement, or product usage over time.
Strategies to reduce churn
Now that you’ve used data and collected feedback about your customers, you now need strategies to take action on your insight. Here’s eight ways you can do just that.
Before embarking on any of the following strategies, it’s really important to be mindful of realistic goals and KPIs, your target audience, their current customer journey and what they need to improve it.
- Evaluate and improve the onboarding process that surrounds the BaseKit platform. Find ways to make sure customers feel like they’re in safe hands and realise the full value of your service from the outset. This can involve interactive guides, welcome emails, and the option to opt-in to onboarding calls.
- Make sure your first line support team is extremely well versed in the nature of your packages and the software. BaseKit provides support training courses all in under an hour which can be organised by contacting your account manager.
- Empower your support team is being proactive and personalised to your customers’ needs. Could your marketing team provide data that shows which customers haven’t engaged in a while so that support staff can reach out to customers before they churn?
- Offer incentives and loyalty programs, and value added services at helpful stages of your customers’ journey, to keep them engaged and loyal.
- Maintain proactive communication with your customers about product updates, new features, and other relevant information dependent on their journey. BaseKit releases new features every two weeks to our platform, communicated by email.
- Maintain an asset library that will help your customers through different stages of their online business journey. BaseKit has a number of interactive user video guides and articles designed to help users create websites they love – contact your account manager for more details. Sharing user generated content is also really valuable in helping current customers engage more in your products and services.
- Celebrate and encourage customer success stories using your partnership to create great online businesses. Invite customers to share their stories and tips to help their peers. Activate them across your mulit-channel marketing mix to provide relatable experiences that encourage customers to do the same.
- Invest in creating an interactive customer community – people do like to share their experiences and help and learn from each other. Encouraging engagement in your own community will help you build long term relationships with customers.
Investing in keeping your customers is just as important as attracting new ones. For any further advice or assets to help you do just that with your BaseKit customers, please contact your account manager.