• WiFi Analytics

Reducing Customer Churn and Keeping Customers Coming Back

by: Allen Graves On: April 14, 2021
4 min read

Customer churn, also known as customer attrition, isn’t an isolated event. It’s a process that can start at any time, from when a potential customer first discovers your place of business, to when they finally become a repeat customer.

Your company’s strategy to combat customer loss must work similarly, providing an end-to-end solution — and it all starts with first-party customer data.

Customer-Generated Sources of Churn Data

You can’t understand why customers decide not to do business with you anymore without observing interactions from their perspective.

This is most commonly achieved by examining the data that customers leave behind during and after each encounter. These clues include responses solicited from surveys as well as voluntary feedback, such as social media comments and interactions.

Viewing things from the customer’s point of view is the most important thing to remember.

diverse-young-millennial-real-man-studying-using-laptop-computer-coffee-shop-small-business-bar-cafe_t20_vLgwZ3-2After all, their perception of an interaction relates directly to how well your company meets customer expectations.

For example, you may examine a 4-top dining party and look at metrics such as how long it took to be greeted as a factor in churn. While this may very well be part of the picture, the customer will likely view it a bit differently.

For them, the most important measures of success would be how effectively the problem was solved, whether the issues had to be escalated to a manager, and the suitability of any alternatives that were offered if their ideal solution couldn’t be met.

These are among the most valuable metrics when it comes to customer-side data.

Download this free guide/case study to learn about how to put an end to high customer churn rates ate your place of business:

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Technological Sources of Churn Data

Innovations in WiFi analytics are making it easier than ever to monitor customer churn in brick-and-mortar environments.

Using the guest WiFi access points at physical locations, WiFi analytics platforms like Bloom Intelligence can monitor customer behavior data – even if they don’t log into the WiFi.

When a customer logs into WiFi, even if it’s only once, a customer profile is created for that customer and Bloom begins calculating their past, present and future behavior to monitor their potential of churning.

customer churn indicatorBloom’s churn indicator provides a quantifiable overview of the percentage of a business’s customers that have not returned and are presumed lost during the selected time period.

Behind the scenes, it calculates customer churn for each individual customer, based on their behavior.

Knowing your churn rate enables you to more reliably predict how many times customers will return and, coupled with customer spending data, their lifetime value to your business.

This, in turn, gives you a much better idea of how much you are willing to spend in order to retain your loyal customers.

Putting It All Together

These parameters are all concrete, controllable elements, serving as the basis of an effective strategy to decrease churn.

Conducting continuous research and leveraging existing customer data to identify the most significant pain points is the only way to properly identify and eliminate the reasons for customer loss.

It’s also the key to creating optimal experiences that don’t leave room for churn-inducing scenarios.

By connecting the feedback and other data from all sources, you can identify broad patterns in dissatisfaction and abandonment and then delve into the specifics of why each customer was lost.

Understanding churn requires comprehensive knowledge of your customer’s journey from start to finish as well as insight into your clientele’s needs and behaviors. This not only includes how customers interact with your company, but what they do — or are likely to do — once their interactions are complete.

Each element is attached to an observable piece of data originating from a variety of sources, including customer service records, social media, and technological tools.

Analyzing this raw churn data requires a sound assessment strategy to predict and reduce customer loss effectively.

The Bloom Intelligence customer experience platform will track your individual customers using your WiFi access points. It will automatically calculate when specific customers may be at risk of churning – or who have churned.

Then, its intelligent automated marketing tools will send a message to the customer with an incentive to get them to return and re-establish their visiting behavior.

Users have experienced the return of up to 38% of their churning customers. 38%!

Download this free guide (below) that explains how to keep customer churn in control at your place of business using WiFi marketing and analytics:

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Restaurant Marketing FAQs

What is Restaurant Marketing?

Restaurant marketing is the process of getting people to visit your restaurants. Restaurant marketing creates loyalty, provides data to research, analytics, and allows restaurants to gain a better understanding of their ideal customer profile. It utilizes all customer channels: guest WiFi, website, social, rating sites, mobile apps, email, text, and advertising.

Learn More About Restaurant Marketing Here

What is WiFi Marketing?

WiFi marketing is a marketing technique that uses guest WiFi to collect & clean customer data such as names, emails, phone numbers, customer behavior, and demographics. This data is used to personalize marketing campaigns to increase customer loyalty, build online reviews, and save at-risk customers. The performance of every campaign can be tracked down to the tangible ROI of a customer walking back in your door.

Learn More About WiFi Marketing Here

What is Restaurant Reputation Management?

Restaurant reputation management is the process for restaurants to manage customer feedback and creating systems to improve customer experiences, passively build positive online reviews, and save at-risk customers. It is a very important aspect of running a successful restaurant business.

Learn More About Restaurant Reputation Management Here

How Does Bloom Identify and Bring Back Lost Customers?

Bloom Intelligence uses machine learning to identify at-risk customers. When one is recognized, the system will send them a message with an incentive to get them to return and re-establish their visit pattern. Bloom users are seeing up to 37% of churning customers return.

Learn More About Saving At-Risk Customers Here

SAVE TIME, INCREASE CUSTOMER LIFETIME VALUES, CREATE NEW CUSTOMERS

What our happy customers
are saying

Austin Eggleston
Bob Cross, Vice President of Operations
Ron Murray
Matt Thompson, Managing Partner
Jacqueline Martin

“I highly recommend restaurants, dental/medical offices, and other businesses look into Bloom Intelligence as 1) their marketing technology is very powerful and 2) their team is AWESOME. As a marketing agency, Bloom has helped several of our clients grow their businesses via building their database and re-targeting them at the right time. Thanks Again!”

Austin Eggleston

“We’re extremely pleased with the wealth of customer data that we’re able to gather, at a very attractive price.  In addition, we’re able to communicate our new product promotions by using  the landing page as a digital billboard.  A “no-brainer” for anyone working with limited Marketing $$.”

Bob Cross, Vice President of Operations

Atlanta Bread Company

“This is an integral part of our local store marketing program. We use the e-mails we collect to tell our existing customers about various promotions, specials and discounts, and the analytics tools are amazing at capturing and displaying smart device activity in and around our store.”

Ron Murray

Atlanta Bread Company

“They have always been attentive through whatever needs and questions we have.

They go above and beyond to make sure our team and customers stay connected while helping us with our marketing efforts.”

Matt Thompson, Managing Partner

Madison Social

“I am currently working with Bloom Intelligence with Matt Ronay and Edward Kennedy. They are great to work with, respond quickly, and provide great support for noth my company and my clients. I have used other WiFi platforms but never received this level of service. I was looking for a service that would make it easy for me to sell WiFi lead generation and analytics to my clients without a lot of problems. They have provided this above and beyond. I highly recommend them to any agency looking to add this type of program to your services.”

Jacqueline Martin

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