Customer Retention

Provide great customer experience and increase revenue through repeat business

Marketing to an existing customer is far easier and in many instances cheaper than attracting and converting new customers. Most digital marketers however tend to focus only on acquiring new visitors and not how to make the most of the ones they have already engaged with.

If acquisition is all about increasing new traffic to your site and conversion turning those visitors into sales, customer retention consultancy focuses on how to win repeat business by delivering an engaging post sales experience and outstanding service.

Power to the people

It has never been more important to focus on satisfying your customers. Social media platforms, such as blogs and review sites allow both happy and, perhaps more importantly, not so happy customers to be heard not by a few but by an audience of thousands.

You therefore need to listen, respond to their changing needs and allow them to contribute to the development of your products or services. Never before has there been such an opportunity for open dialogue between company and customer; grab it with both hands and recognise the power that your target audience has in influencing the decision of others.

What’s covered?

We will analyse anything that happens after your website visitors have clicked the ‘buy’ button, including the style and regularity of your communication and even how you package your goods. By providing great service your happy customers are far more likely to purchase from you again and are less likely to switch to your competitors. They will also initiate positive word of mouth referrals, particularly on the major social networks, blogs, forums and review sites.

How it works

Online customer retention starts with a website optimisation project where Leapfrogg experts seek to address everything concerned with product descriptions, web content, images, product availability, return and shipping policies, delivery and the checkout.

Customer retention consultancy covers everything that happens after the sale has been made including the quality and frequency of correspondence during the sales process, data collection and ongoing dialogue using email marketing, RSS and widgets and even offline communications, such as catalogues and the quality of your packaging.