For any marketer, it’s important to have a deep understanding of their customer base and the reasons why they came to your business. This is especially true when looking at boosting retention rates.
The longer someone stays as a customer, the more likely they are going to spend more money with you over time. But what happens if you don’t know who your customers are?
The only way to do it is to use an analytics program that will give you hard data. This is how you objectively monitor your progress and get a realistic picture of how well your retention efforts are working.
Check the systems you already have to see if there’s an application you’re not using. If you feel that you need something more complex, you can upgrade.
Measuring New Vs. Returning Website Visitors
Most metrics programs let you measure new vs. returning visitors to your website. A new visitor is someone stopping by for the first time. A returning visitor is someone coming back for more, which means they’re interested and like what you have to offer.
You can measure the results of a marketing campaign by measuring the percentage of new vs. returning visitors. Marketers often look at new visitors to determine whether their SEO strategy is working. For customer retention, look at how many people are coming back.
Understanding Session Duration Metrics
Analytics can tell you not only how many people visit your site, but how much time they spend there. A good program will tell you how long people stay on each individual page. This measures engagement.
The key to customer retention is engagement. The more people interact with you, the more likely they’ll be to buy from you repeatedly and turn into lifelong brand advocates. If you give them something to do – anything from content to read, to games to play, or surveys to take – you’ll keep them engaged.
If people are spending a great deal of time on certain pages of your site, this tells you there’s something engaging there for them. Try to replicate this on your other pages.
Personalization and Segmentation In Customer Targeting
It’s important to segment your customers so that you can make offers that are perfectly targeted to them. Your audience members have many things in common, but there are specific issues individual members are facing.
For your marketing to be effective, you have to address these on a personalized level. Your email service provider will offer you several possibilities to tag and segment your lists.
You can automate segmentation with some analytics programs or with a CRM (customer relationship management) system. You can segment your customers by factors such as:
- Responsiveness to emails
- Purchase Behavior, Preferences, and more.
This enables you to track your results using metrics for slices of your market, as well as make offers that are tailored to them.
Understand Customer Activity With Analytics Automation
Tracking analytics used to be a major undertaking for marketers, but it’s much easier today with automated systems. Automation is a natural solution today, when much customer activity is carried out online and thus easily trackable.
It can also analyze data immediately, making tracking behavior much faster.
Was this helpful? If so, subscribe to my newsletter, and you’ll find plenty of other tips to help boost your customer retention. Access it here: Join
Learn how to use social media to engage your audience, grow your following, and market effectively online.
I've put together a free, downloadable cheat sheet with action steps for you with the five essentials that every marketer needs in order to build their social media audience.