Customer retention
Customer retention concerns the ongoing relationship between a business and its customers, and efforts to maintain that relationship. Those efforts are about giving customers good reasons to come back.
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What this means for your shop
Retention starts with what customers associate with your business: the right products, reliable service and the feeling that their concerns are taken seriously. A loyalty programme builds on that foundation and makes your appreciation visible.
Retention also goes beyond a short-term incentive to buy. A discount may prompt one visit; a relationship brings people back again and again. Some customers return regularly without collecting anything. Convenience, habit, quality and personal preferences all play a part at the same time.
How to recognise it
At a salon, a customer asks for the same team member and books another appointment after a good visit. That is an ongoing relationship. Redeeming a one-off promotion without returning shows that the offer was used.
To see changes, look at a suitable period and comparable groups of customers. Seasonal patterns, opening hours and a changed product range also affect visits, so take them into account when you read the numbers after a campaign.
At Treubar
With Treubar your offer has a clear collection rule and a visible reward, the two things guests need to come back. Start with simple rules your team can explain in one sentence. The guide for small businesses helps you with that.