Sales and Business Development

How to Increase Client Retention: 10 Unique Strategies

Christine Poliquin
VP, Partner Development Group

Building your business requires finding new clients. Still, if you lose the people who already work with you, your growth becomes a numbers game you cannot win. Focus on these client retention strategies to both maintain and grow your business.

1. Listen to Your Customers

If clients write reviews, read them. If they give you feedback, whether positive or negative, pay attention. You can learn a great deal about what they want, expect, and receive.

2. Look for Signals

Are your clients cutting back on communication or purchasing behavior? These may suggest regular business cycles or potential trouble ahead for you. Learn to read the signals they leave for you.

3. Follow Up Regularly

Clients do not always tell you what they think. Send follow-up communications regularly. Not only does it give you a chance to hear from them, but it also keeps your business at the top of your client's minds.

4. Use Content Marketing

Marketing is everywhere. To cut through, you need to deliver content to where your clients are reading. That means maintaining a website but also remaining active on social media. Your strategy should get your name and information to your clients regularly.

5. Offer Rewards

Everyone likes deals. If you reward your customers for loyalty or for large purchases, it gives them an incentive to come back again and again. The cost of the discount or freebie is well worth gaining more traction with your client base.

6. Give Recommendations

Sometimes, your clients are not sure how to get the most from what you do. Recommend products or services that will help them do what they do better. If you suggest a purchase, you are more likely to earn it.

7. Ask Questions

Get to know your client's needs. Sometimes the most effective approach is to be direct. Ask what they want and where you may be falling short of expectations.  Gaining this insight will help you and your client.

8. Respond to Feedback

If a client takes the time to give feedback, you need to not only listen but respond. Let them know how you plan to improve. Your clients will feel appreciated and respond in kind.

9. Keep Your Promises

When you respond, keep track of what you offer or promise. Once you fail to live up to your word with a client, that word becomes less valuable. Deliver on your promises to build trust.

10. Target Clients

The more you understand your clients, the more effectively you can market to them. Build out campaigns that focus on the clients you need most to retain and make sure that messaging reaches them.

Client retention comes down to customer service. If you seek out their feedback, listen, and respond effectively, you have a great opportunity to hold and expand on existing business. Avoid having to start over by giving your clients a reason to stay.

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Christine Poliquin
VP, Partner Development Group
Christine started with Nuvei in sales in 2005 and has since held many roles, including sales, recruiting and relationship management. She combines her infectious personality, patience and meticulous planning skills to cultivate strategic partnerships and recruit top-notch talent.‍

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