It's often the little things that give customers a smile and keep them around for the long haul. When someone gives you actionable feedback, show that you care by giving them a shoutout in your release notes.
When Wilbertliu of Mumu ships a new update, he uses the release notes to publicly thank each user whose feedback made the update possible. Nothing fancy, just a quick description of what was done, followed by a "Thanks, [first name]!" It only takes a few extra seconds for each release but Wilbert says people love the personal touch --- it makes them feel heard and valued. While it's difficult to measure the impact on retention, it's sure to give the user a smile, while creating a sense of community for everyone else. And it may even encourage more actionable feedback.
Acquiring a new customer can cost 5-6 times more than retaining an existing customer. (Forbes) So don't lose your most valuable marketing growth asset: 👉 your users.
Big company's and corporates' primary focus is to acquire and favor a new user, but not to retain already paying one. Most of their efforts, support, marketing strategies, and budgets are dedicated to customer acquisition instead of focusing on their existing customer base.
This is a critical mistake and a huge advantage for small startups and entrepreneurs.
If you are fortunate to have users today, don't undervalue them!
‣ Provide more improvements for your product/service from requests of existing users
‣ Create more referral programs
‣ Build trust through personalized communications
‣ Turn existing users into existing paying users -- customers
‣ Use automation for re-engagement
‣ Overdeliver on your promises
‣ Add more value for free
To learn more, read "Your best source of business growth is right under your nose"
1. Hitting up active customers on Twitter, just writing a short message: "Hi Xyz, just saw that you are using ABC quite actively. Do you have any feedback for me, that would help a lot"
If your product is a widget, send automatic emails if someone embeds XYZ successfully to their page.
Provide a portal to your customers where they can ask for feature requests, post a bug etc. Here is one similar page.
Do in-app messaging, or use chatbots for this purpose.
5. Feedback boxes: The chances of users reaching out to your support team in case they need something or find something to be broken are minimal and using feedback forms could help users in reporting you when something isn't working right.
Syften - Get new users for your startup without spending a dime. Responding to social, blog and community posts is one of the most effective marketing channels for new startups. Learn from the best and sign up for our free email course. PS. Syften is the only tool that can monitor Slack communities.