6 ways to improve your business process and increase customer retention

by | Nov 20, 2018

Stay in touch and engage personally (with current and prospective customers), keep customers around, generate leads, make more sales, grow your business. And save time while doing it all.

All good and important things you probably hope to succeed at. But that’s also quite the to-do list. How do you get it all done? One step at a time. When you hope to improve your business process, you need to refine individual aspects.

Get a fresh start by evaluating how well you’re doing each of these things to improve your business process and therefore your customer retention.

Prioritizing appointment and event management

How annoying is it when you’re supposed to meet up with someone and they simply don’t show up? Your time is valuable!

Forget about no-shows when you use automated confirmations and reminders. Keep track of what is happening when and who is coming by scheduling your appointments, sending confirmation texts, and following up with timely reminders.

By using an online RSVP tool for events, you’ll have your guest list all in one place, just waiting for you to send reminders. This also makes it easy to plan future events and campaigns since you already have the contact information of those who might be interested.

Doing this all by text also helps you work on the go. Don’t wait until you’re back at your computer to schedule meetings or send reminders.

A person places a sticky note into a calendar planner. Proper appointment and event reminders help you improve your business process.

Using message templates

When you don’t know what to say, turn to those who do.

Use tried and tested templates that give you a great foundation for customization. By customizing a template, you’re learning how to send the most effective messages. Eventually you’ll be able to come up with great messages all on your own.

You also need to figure out a system for stopping messages once people respond or complete an action.

For example, if you ask someone to sign up for a training session at your gym and they do, they shouldn’t keep getting reminders to sign up. With Skipio’s SMART Campaigns, you set rules that ensure people only get the messages that apply to them.

Reusing messages that work

Once you try out some templates and figure out what messages get responses, keep using them! If certain messages get lots of responses, tweak them for future use or use the exact same ones for new customers.

By creating a message library, you save time that would otherwise be spent retyping the same messages. With Skipio’s Message Library, you write a message once and use it forever.

For example, if you have monthly promotions, create one basic text that you can then update with the most current information. Change it enough that it feels new and fresh, but having an outline will make your creative process that much easier.

Customizing your messaging methods

Sometimes a words-only text is all you need. It gets the point across and fast. But it’s not always going to be the best option.

Including images and videos lets you show off your own personality, and the personality of your business. Plus, plain texts aren’t always the best way to share information.

Texting, of course, limits your character count. So if what you have to say can’t be condensed into a single text, design a small graphic, basically a digital flyer, to send along with it.

Flyers are great for announcing special promotions or events. Platforms like Canva help even non-designers create simple, effective graphics. Here’s an example of a simple flyer made in just a few minutes with Canva.

A mockup graphic for a personal training session

And when appropriate, skip texts and leave a voicemail. But forget waiting for the phone to ring long enough or being sent to voicemail. Use Ringless Voicemail from Skipio to jump straight to leaving a message that your contacts can listen to when it’s convenient for them.

Looking at metrics and analytics

Numbers don’t lie. They provide you important context for making business decisions.

You probably already use tools like Google Analytics to watch traffic on your website and carefully consider which pages get the most views and when. Similarly, you probably analyze which posts get the most impressions and encourage the highest engagement.

But what about texting? Do you track response rates, message counts, and links you send in messages?

Skipio’s campaign analytics show you who is engaging and in what ways. This helps users determine which messages get the most responses and when. It also includes link tracking, which means you’ll no longer wonder if recipients are actually following links.

Another reason it’s useful to know when contacts click on your links? Well, with Skipio’s smart campaign capabilities you can create triggers and rules based on link clicks. For example, once someone clicks a link you could automatically add them to a new campaign, remove them from a campaign, or add them to a new group.

Segmenting your contacts

By adding customers to designated groups, you can message each of them in an appropriate way.

For example, many Skipio users create groups of contacts at different stages of the lead nurturing process. By regularly updating the groups, they know exactly who to contact when they’re running a reactivation campaign for past customers or reaching out to “dead” leads.


Or if you know certain customers repeatedly make a similar order – for supplements at a gym, shoes at a clothing store, or donuts at a bakery – put them in a group so you know exactly who to send specialized coupons or promotions to.

And the fact that you “remember” what your customers like helps them feel appreciated. But keep in mind that if the only time you’re reaching out is to ask them to buy something, the good feelings won’t last long.

Remember, you can’t, and shouldn’t, tackle all of these improvements at once. Choose one or two areas to focus on at a time and slowly work to improve your business process and customer retention strategy. You may have to put in a bit more work at first in order to create a streamlined process, but the investment of time now will go a long way.

Text your prospects with Skipio