Customer Lifetime Value (CLV) is all about customer accountability. It is important to remember the value of customer retention while working to develop a new customer base.
Brand loyalty has to be the most challenging asset for a business to accomplish. The primary focus of a business is to generate more customers and generate revenue. Research shows that existing clients spend almost 65% more than new clients.
To keep the customer engaged with your brand, you have to provide them a great experience. “The happier the customer, the healthier the revenue.”
In this blog, you’ll learn the crucial tactics to increase your customer lifetime value. What is Customer Lifetime Value, and how to calculate it?
As mentioned earlier, Customer Lifetime Value is about customer retention. CLV is focused on a profit contribution of a customer. So a remarkable CLV means the customers will contribute more to generate the revenue.
To calculate a CLV is easy with dividing the average customer value by average customer lifespan. By calculating a CLV, you can identify the sales revenue over the life spans of each customer. For a fruitful business, you have to focus on your customer lifetime value.
How to increase your Customer Lifetime Value
Here are some tactics that are useful to increase your customer lifetime value.
#1. Generate strong connection with customers
Constant improvement is a great way to keep your customers loyal to your brand. Always take suggestions by conducting surveys and polls. Figure out what your customers want and implement them on that.
Give them some room for additional suggestions. Making the surveys or polls more engaging offers them some discount or a chance to get early access to a new feature. That can make a huge difference in customer interaction.
If you like a suggestion and decide to implement it, give that user credit and, if possible, send them some gifts. It is a great way to show that you take your customers seriously and appreciate them.
#2. Pay attention to the feedback
Customer feedback is a way for you to know what your customers think about your brand. Growing with thorough feedback is a more straightforward process, as it leaves room for improvement.
Customer feedback lets you prioritize the aspect of your business that fulfills customers’ needs and helps your revenue growth. If the customer is happy with your services, the high chances are that they’ll recommend your business to their friends and family.
You can get feedback via Net Promoter Scores (NPS) and CSAT. NPS makes it easy to find out exactly what customers love and don’t from your business. A high NPS score is a great way to upgrade your CLV while expanding your customers.
#3. Exceptional customer services
Better customer service makes the customer satisfied with your services. It is shown that customers get driven away by the brand if they are not satisfied with the customer services.
Most people use more than one communicating device, so it is essential to keep track of your customers’ channels. E-mails are suitable for service, but if they are more active on another channel, they will go unnoticed.
If a customer reaches out to you on social platforms, they want a fast response. Most of the customers expect a response in 24 hours. If they don’t get a response within that period, they’ll share their disappointment via social media. Ensure your team is active on all social platforms and is focused on solving the queries for customers.
#4. Give customers a personalized experience
A great personalized experience can enhance your relationship with customers. It is shown that 8 out of 10 customers are willing to pay more for a personalized experience.
Personalization can help you understand the customer’s point of view and provide your services according to that. Personalized experience shows the importance your brand is giving to its customers. It helps to enhance your relationship with your customers.
#5. Upsell and cross-sell
Upselling is the easiest way to increase your CLV. Upsell and cross-sell are two effective ways to generate revenue for your business. Selling an expensive version of a product is called upselling. While selling a similar/complementary product is called upselling.
If used properly, you can generate a good amount of revenue from your business. Amazon is the perfect example of upselling and cross-selling.
You can use some ways for upselling and cross-sell, like bundled products, a complimentary product added with some specific order, free shipping after some specific amount, and many more.
#6. Encourage customers for long term plans
Customers paying for a service for a small-time period won’t help to generate good revenue. If your customer is using your services constantly for a 6-8 month time period, you should encourage them for buying an annual plan. It gives time to prove the value for your product as well as generates good revenue. You can encourage them by giving them some discount of free services for a limited period.
The advantage of customers choosing a long-term plan is that it makes it easy to calculate the revenue and plan to reuse/reinvest it in your company. It makes it easier to make decisions regarding the cost in the future.
#7. Offer 24*7 live chat support
As mentioned earlier, a customer wants a fast response. So it is highly recommended for app developers to add this feature into the app. The faster the response is, is more likely the customer stays engaged with the brand for a long time.
Live chat is more like a face-to-face experience for customers, as it feels like they are talking to humans rather than talking to auto-generated messages. With 24*7 available live chat support, customers can get an instant solution at their convenience. It marks a positive impact on customers.
#8. Keep your customers engaged by giving them valuable content
Businesses must use Email marketing without bombarding the customers with useless information rather than giving them something of value. Many businesses use Email marketing in the wrong way.
You have to present the value of your product in a way that allows customers to see your involvement. A good Email strategy can help you uplift your CLVs.
A personalized approach can make yourself visible as a reliable source to solve their problems. If you are always available for your customers, it will make their experience with your brand pleasant, and they’ll remain loyal to you.
#9. Form a healthy relationship
A good relationship with customers will not only make them feel heard and appreciated, but it will also help your business to grow. There is a high chance for a customer to get more involved in your brand when they know that they are dealing with a professional and encouraging team.
Stay focused on their needs, get in touch with them after delivering your services, and get their reviews if there are any improvements needed. Stay connected with your customers regularly. It will make them feel vulnerable. I.e., some businesses offer birthday/anniversary discounts for their long-term customers.
#10. Reward long-time customers
Everyone loves when they are rewarded from businesses, it gives them feelings of trust and connection between them. By offering the rewards, you are inspiring customers to invest more in your brand. A well-designed reward program can not only help you enhance your business, but it can also bring out more customer engagement.
Different brands often use the reward points, i.e., redeem on a meal or coffee or motels, cabs, and many more.
#11. Stand out from your competitor
Everybody can offer discounts and deals to grow their business, but if you want to stand out in the market, you have to do something different than that.
You have to take a personal interest in your customers, get to know their likes and preferences. For example, some book stores collect their customers’ data and help them find the books they need without having them ask.
#12. Flexible pricing models
Offering a flexible pricing model is an excellent way to give your customers choices on how they want to pay for the services. This way, you can give customers enough time to understand the value of your services.
After some time it is understandable that you might want to change the pricing. You can change the pricing for the new customers, while your old customer enjoys the servicing at the old price.
These are some basic ideas to implement for generating a higher CLV. If you treat your customers exceptionally, your customer lifetime value increases. Not all the tactics will suit your business model, so app developers should find the suitable one and design accordingly.
About the Author!
Jack David is an Assistant Editor at Mobile App development company – Sysbunny, where he crafts articles on AI, AR & Marketing Automation. When he’s not writing, he loves to read & try new things.