Best Practice PR: Keeping customers

January 22, 8:18 PMPublicity ExaminerCarrol Van Stone

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Jennifer Lumba, VP, Rideau

Customer retention is essential for every business to stay in business. Whether you are retaining your internal workforce or your external relationships – keeping everyone on board is essential for growth. In other words, retaining current customers is now just as important as attracting new ones. But with so many companies after the same demographics – what can your business do to stay on top? Rideau Recognition Solutions has some ideas.

Since 1912, Rideau Recognition Solutions has provided a fully customized turnkey solution to its clients for their clients. First, they design a complete Client Reward System tailored to company specific needs. Next, they help these companies integrate all client loyalty, marketing & incentives into one comprehensive solution. Finally, they work with these companies to take care of the entire day-to-day program management and reward fulfillment. For nearly 100 years, Rideau has been successful in assisting companies retain their clients through effective, valuable and relevant loyalty programs believing personalization is the key to success.  Jennifer Lumba, VP of Strategy and Market Development for Rideau, offers 5 tips every company should implement to show customer appreciation and keep customers coming.

Product offerings should be personalized to their specific needs. Look at what they’ve purchased from you in the past: this will influence what they purchase in the future and will make your offering more meaningful.

Communication tools should be personalized based on their preference.  Did they order online or in store? Tailor your marketing strategy to their preferred communication channel.

Personalize the message. What lifecycle stage has your client reached? How will your products/services compliment their lifestyle? Your client must be able to intimately relate to what you’re providing them.

Personalize your relationship. Surprise your client by making them feel like a person, not a wallet among many.

Personalize the experience. Ensure every interaction you have with your customer is meaningful and leaves a lasting impression they’ll want to share with their peers. Word of mouth is the most genuine and effective means of PR a company could ever hope for.