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Attention! Let’s talk Customer Retention!

customer retention

If you’re a business owner, we’re sure you would have considered customer retention strategies and asked yourself, “how do I keep my customer’s coming back for more once I have sold them a product or service?”. On the same note, we also understand that customer acquisition is just as challenging, if not more. However, once you have mastered customer acquisition (with killer branding and messaging) keeping your audience engaged, and converting them to a returning customer is crucial. If you invest a lot of time and resources in gaining a customer, you will want to ensure that this effort is not wasted on a one-time purchase.

So how do you keep your customer coming back for more? In this blog, we list some of our recommended strategies for customer retention strategies, some of which you could even implement today…!

Perks always work!

A survey conducted in 2016 by Emarsys found, “81% of retail professionals still rely on email as a driver for customer acquisition and 80% for customer retention.“ Despite the year, this survey was conducted, it is clear that this sentiment is stronger than ever given what the world has experienced over the last 12 months. Shopping online has become the new norm when it comes to shopping for pretty much everything.

If you have purchased something online you may have, as part of the shopping experience, signed up to a mailing list before completing your purchase. Do you then find that this company you purchased from sends you regular emails about upcoming promotions or new launches? Now you may not open all of these emails but if this company is offering an exclusive discount to online members only, seeing this email may pique your interest.

According to customer engagement software company, Commbox, after one purchase a customer is 25% more likely to purchase from the same company again. After completing two purchases they are then 45% more likely to continue with the company and make a third purchase.

Keeping your personal experiences in mind, consider your customer the next time they make a purchase and think about what exclusive perk you can offer them for purchasing with you before. If you keep these offers and promotions consistent, you may build yourself a loyal following for life (with or without the discounts of course).

The customer is always right

Did you know that one of the main reasons a customer will not make a return purchase at a business is because of their customer service experience? A study by Super Office found that 68% of customers will not return if they feel that you don’t care about them.

So, when we say, ‘the customer is always right’ we mean their response to your business and their purchase experience should not be taken lightly. A recent survey conducted by KPMG found that First Choice Liquor was a well-liked company when it came to their customer service. One customer stated that their shopping experience was “…an enjoyable purchase experience led by friendly, cheerful and helpful staff…they will even help you to the car if needed…staff are always helpful and informative.”
Something as simple as being kind and walking a customer to their car can be the deciding factor between whether they return to your business or walk away and don’t look back.

If you decide to review your current customer service offering, ensure that these simple things are considered first. Something as small as a follow-up phone call or a thank-you email can make the world of difference!

Look beyond your product or service

Your customers crave quality support and consistency across the board in relation to your business and your product or offering. With this in mind, it is important to ensure that all content you create for your platforms needs to be aligned with your business’s values and offering, whether that be social media, website, pamphlets or eDMs. In 2021 SuperOffice surveyed 1,920 business professionals to understand what their number one priority will be for the next five years, the findings revealed 45.9% of those surveyed stated that customer experience is their top priority. Customer experience and engagement are key contributors to ensure customer retention.

Closer to home, Commonfolk Coffee keeps their clients coming back and it’s not just because of their delicious brews! They offer a range of beneficial content and information including a guide on how to make coffee better at home and discount coffee cards for their regulars. They are also committed to their fundraising work for The Cup That Counts, which sees 20cents from every cup of coffee sold go towards supporting Zukuka Bora, the social enterprise that makes up six coffee farming communities around Mt.Elgon. This commitment to their values and quality products is reflected across their social media, website and in-store too!

IKEA is another great example of a brand maintaining a consistent user experience across the board. Their website is user-friendly, engaging, and inspiring. Their social media platforms represent a similar style ensuring they are interesting and conversational. If you take a scroll through their Instagram account, they are true to their brand personality while offering content that is of interest and aligned with their business values. If you visit their stores, IKEA offers service beyond just home furniture and décor. You can eat a meal with the family and let the kids enjoy the playground. Business Analyst Ishan Sharma summed it up perfectly when he stated, “IKEA gives customers an intimate dive with the products they’re selling. They are helping the customers experience and feel, not just look.”

When reviewing or planning your customer retention strategy it is vital you consider the overall user experience. It may not be directly connected to your product or service; however, it plays a big part in whether your brand will resonate with the customer, and if they then choose to return to your business again.

Let’s get to work!

We’ve given you a lot to consider when looking at a range of customer retention strategies. You can make a start with one suggested strategy first and work your way through the list. Start with one that’s most tangible, aligns with your business plan, values, and appeals to your business most. Once you nail down a strategy that really works for you, you can put it into action and watch those customers walk through your door again… and again… and again!

If you are looking for some extra support to ensure your customer retention strategies are working as the perfect magnet then give us a call!

Ready to build, nurture or evolve your brand?

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Contents

I’ve always been fascinated by symbolism 🌀

By how a single mark, image, word or gesture can represent something far bigger than itself. Across cultures and civilisations, we’ve used symbols to communicate identity, beliefs, stories, belonging and ideas that sometimes go far beyond what words can explain.

And somewhere along the way, I realised that’s also how I’d started to see brands.

A logo can become a symbol of what a business stands for. A colour can carry years of recognition. A phrase can represent an entire belief. A story can become shorthand for where a business came from and why it exists. Iconography can represent services, philosophies, products or ideas.

What we see on the surface carries meaning because of everything sitting behind it.

Over nearly two decades of working in branding, I also began noticing the same themes appearing again and again in the businesses people really remembered.

Their past, beliefs, future, people, identity, expression, impact and longevity.

Eventually, I gave each of those ideas a symbolic form.

They became Oraco’s Eight Brand Marks, and today they give us a way to look at a business from eight different perspectives and uncover the stories, ideas and meaning that make it distinctly its own.

The strongest brands aren’t built by adding meaning that was never there. More often, the clues already exist.

You just need to know where to look.

Explore the Eight Brand Marks via the link in bio.

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Open post by oracoagency with ID 17981505972081585
I’ve always been fascinated by symbolism 🌀 By how a single mark, image, word or gesture can represent something far bigger than itself. Across cultures and civilisations, we’ve used symbols to communicate identity, beliefs, stories, belonging and ideas that sometimes go far beyond what words can explain. And somewhere along the way, I realised that’s also how I’d started to see brands. A logo can become a symbol of what a business stands for. A colour can carry years of recognition. A phrase can represent an entire belief. A story can become shorthand for where a business came from and why it exists. Iconography can represent services, philosophies, products or ideas. What we see on the surface carries meaning because of everything sitting behind it. Over nearly two decades of working in branding, I also began noticing the same themes appearing again and again in the businesses people really remembered. Their past, beliefs, future, people, identity, expression, impact and longevity. Eventually, I gave each of those ideas a symbolic form. They became Oraco’s Eight Brand Marks, and today they give us a way to look at a business from eight different perspectives and uncover the stories, ideas and meaning that make it distinctly its own. The strongest brands aren’t built by adding meaning that was never there. More often, the clues already exist. You just need to know where to look. Explore the Eight Brand Marks via the link in bio.

One of the hardest things about running a business is knowing what actually deserves your attention.

When you`re inside it every day, everything can feel important. The website needs updating, content needs creating, marketing isn`t quite working, the messaging feels off. Someone suggests a new platform, another campaign or a complete change in direction. But more activity isn`t always the answer.

A big part of Jessica`s work, both through Oraco and the business owners she mentors, is helping people step back far enough to see what`s really going on.

– What are you actually trying to achieve?
– Who are you trying to reach?
– What`s already working?
– Where is the real disconnect?
– And what can probably wait?

Sometimes the most valuable strategy isn`t adding another thing to the list. It`s creating enough clarity to know what matters now, what comes next and what doesn`t need your attention at all.

If you`re looking for strategic advice, a fresh perspective and someone to keep you accountable to actually doing the things you said you were going to do, Jessica offers one-on-one business strategy and mentoring sessions. Shoot us a DM to find out more.

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Open post by oracoagency with ID 17986629341863106
One of the hardest things about running a business is knowing what actually deserves your attention. When you're inside it every day, everything can feel important. The website needs updating, content needs creating, marketing isn't quite working, the messaging feels off. Someone suggests a new platform, another campaign or a complete change in direction. But more activity isn't always the answer. A big part of Jessica's work, both through Oraco and the business owners she mentors, is helping people step back far enough to see what's really going on. – What are you actually trying to achieve? – Who are you trying to reach? – What's already working? – Where is the real disconnect? – And what can probably wait? Sometimes the most valuable strategy isn't adding another thing to the list. It's creating enough clarity to know what matters now, what comes next and what doesn't need your attention at all. If you're looking for strategic advice, a fresh perspective and someone to keep you accountable to actually doing the things you said you were going to do, Jessica offers one-on-one business strategy and mentoring sessions. Shoot us a DM to find out more.

Last week, we lost someone very special.

Sean was a former Principal of Mannix College, a longstanding client of Oraco`s, and someone I was lucky to get to know over many years.

I first met Sean in 2012 through my work with Mannix, and I remember instantly clicking with him. He was incredibly kind, funny, super organised and genuinely caring. He made working together easy, but he was also someone who took the time to get to know you beyond the work itself.

Every year, without fail, Sean would send me a Merry Christmas and Happy New Year message, always accompanied by a quirky little Bitmoji of himself. Even after he finished as Principal and we were no longer working together regularly, those messages continued. It`s such a small thing, but I think it says a lot about the kind of person he was.

I`ve worked with Mannix since 2009, a relationship that now spans close to two decades, and Sean sits right in the middle of so many of those memories. He was there through an important chapter in my career and Oraco`s growth, trusting us with Mannix for many years, and still making the effort to stay in touch long after our working relationship changed.

Looking back, it means a lot that such a longstanding professional relationship also brought someone like Sean into my life.

As the Mannix community gathers today to celebrate Sean`s life, I`ll be joining the service from home and thinking of his family, friends and everyone at Mannix. I had hoped to be there in person, but I`m glad I`ll still be able to join everyone in remembering him.

Thank you, Sean, for your kindness, your humour and for always finding a way to put a smile on people`s faces. You made a difference to so many people, myself included, and I`m very grateful our paths crossed.

Leanne x

Photo courtesy of Mannix College.

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Open post by oracoagency with ID 18016270139941947
Last week, we lost someone very special. Sean was a former Principal of Mannix College, a longstanding client of Oraco's, and someone I was lucky to get to know over many years. I first met Sean in 2012 through my work with Mannix, and I remember instantly clicking with him. He was incredibly kind, funny, super organised and genuinely caring. He made working together easy, but he was also someone who took the time to get to know you beyond the work itself. Every year, without fail, Sean would send me a Merry Christmas and Happy New Year message, always accompanied by a quirky little Bitmoji of himself. Even after he finished as Principal and we were no longer working together regularly, those messages continued. It's such a small thing, but I think it says a lot about the kind of person he was. I've worked with Mannix since 2009, a relationship that now spans close to two decades, and Sean sits right in the middle of so many of those memories. He was there through an important chapter in my career and Oraco's growth, trusting us with Mannix for many years, and still making the effort to stay in touch long after our working relationship changed. Looking back, it means a lot that such a longstanding professional relationship also brought someone like Sean into my life. As the Mannix community gathers today to celebrate Sean's life, I'll be joining the service from home and thinking of his family, friends and everyone at Mannix. I had hoped to be there in person, but I'm glad I'll still be able to join everyone in remembering him. Thank you, Sean, for your kindness, your humour and for always finding a way to put a smile on people's faces. You made a difference to so many people, myself included, and I'm very grateful our paths crossed. Leanne x Photo courtesy of Mannix College.

One year of @twobayslaundry 🤎

A year ago, Two Bays Laundry opened its doors with a brand we’d had the pleasure of helping Liz and Kirill bring to life from the very beginning.

From strategy through to the visual identity, we wanted to create a brand that felt fresh, organic and full of personality, but most importantly, one that felt like it belonged here on the Mornington Peninsula.

That sense of place became part of the identity itself. The curves within the logo draw on the movement of water and our coastline, while the stylised ‘B’ represents the two bays that gave the business its name, Western Port and Port Phillip. The coastal palette, natural textures and broader identity carried that story through the space (shout out to @saint.design.interiors), signage, uniforms, vehicles and everything in between.

It’s always pretty special seeing a brand move from ideas on a page into a real business, but even more so watching it become part of the local community.

A huge congratulations to Liz, Kirill and the whole Two Bays Laundry team on your first birthday. It’s been such a pleasure working alongside you from those early ideas through to launch and everything that has followed.

Happy first birthday! Here’s to everything still to come 🥂

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Open post by oracoagency with ID 17879865243686265
One year of @twobayslaundry 🤎 A year ago, Two Bays Laundry opened its doors with a brand we’d had the pleasure of helping Liz and Kirill bring to life from the very beginning. From strategy through to the visual identity, we wanted to create a brand that felt fresh, organic and full of personality, but most importantly, one that felt like it belonged here on the Mornington Peninsula. That sense of place became part of the identity itself. The curves within the logo draw on the movement of water and our coastline, while the stylised ‘B’ represents the two bays that gave the business its name, Western Port and Port Phillip. The coastal palette, natural textures and broader identity carried that story through the space (shout out to @saint.design.interiors), signage, uniforms, vehicles and everything in between. It’s always pretty special seeing a brand move from ideas on a page into a real business, but even more so watching it become part of the local community. A huge congratulations to Liz, Kirill and the whole Two Bays Laundry team on your first birthday. It’s been such a pleasure working alongside you from those early ideas through to launch and everything that has followed. Happy first birthday! Here’s to everything still to come 🥂

We don’t believe the best brand stories are invented.

They’re found in the reasons a business began, the decisions made along the way and the people behind it. The things they care about, do differently, and perhaps don’t even realise are interesting anymore.

Often, you’re too close to your own business to see what someone else might find remarkable.

That’s why we ask questions, listen and look a little closer.

The story is already there. You just have to know where to look.

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Open post by oracoagency with ID 18135355420630978
We don’t believe the best brand stories are invented. They’re found in the reasons a business began, the decisions made along the way and the people behind it. The things they care about, do differently, and perhaps don’t even realise are interesting anymore. Often, you’re too close to your own business to see what someone else might find remarkable. That’s why we ask questions, listen and look a little closer. The story is already there. You just have to know where to look.

At the heart of @joannaphotography.au’s new identity is a refined wordmark designed to balance timeless elegance with a sense of movement and connection.

A sophisticated serif typeface was chosen for its enduring quality, warmth and understated premium feel. The letterforms evoke a sense of craftsmanship and longevity, reflecting the brand’s focus on creating imagery that grows in meaning over time.


Connection between the A and N introduces a sense of movement and continuity, symbolising the relationships, stories and moments that unfold throughout life.

This is why we start with your story. It’s often where the most distinctive part of a brand identity is hiding.

•

Filed by: Oraco Agency
Reference: PF-4165
Photo source: @joannaphotography.au
Filed under: #ProjectFile #BrandStrategist #Branding #BrandDesign #LogoDesign

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Open post by oracoagency with ID 18120044761813156
At the heart of @joannaphotography.au’s new identity is a refined wordmark designed to balance timeless elegance with a sense of movement and connection. A sophisticated serif typeface was chosen for its enduring quality, warmth and understated premium feel. The letterforms evoke a sense of craftsmanship and longevity, reflecting the brand’s focus on creating imagery that grows in meaning over time. Connection between the A and N introduces a sense of movement and continuity, symbolising the relationships, stories and moments that unfold throughout life. This is why we start with your story. It’s often where the most distinctive part of a brand identity is hiding. • Filed by: Oraco Agency Reference: PF-4165 Photo source: @joannaphotography.au Filed under: #ProjectFile #BrandStrategist #Branding #BrandDesign #LogoDesign

ABOUT THE AUTHOR

Picture of Oraco

Oraco

We are designers, strategists, storytellers, coders, animal lovers, travellers, adventurers, yogis, gig-goers and coffee, tea & wine enthusiasts. We are for culture that fuels progressive and imaginative thoughts. We value positive change and believe in equality. We expect accountability. We aspire to create a work-life balance. We enjoy teamwork and contribution.

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  1. Pingback: Customer Retention Campaign: Building and Nurturing Your Community | Oraco

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