Woman at her laptop with dog working on customer retention strategies

Customer Retention Software Strategies For Business Success

There’s nothing more satisfying than welcoming new customers to your pet business – after all, securing new custom is the primary aim of business, right?

While gaining new clients for your business is important, customer retention is even more essential. 

It’s essential to offer a great customer experience with every interaction, and products that will build and improve loyalty over time, but developing a solid customer retention strategy will be vital to helping your pet business grow and survive. 

Marketing strategies often focus on attracting new customers to a company’s website, brand, products, and services. 

Once your business has acquired new customers, keeping them can present challenges, especially since the pet industry is highly competitive and many services and products are available globally. 

For this reason, it’s crucial to develop a retention strategy with software that provides a guided approach for business owners so that you can capitalize on customer feedback, loyalty programs, and suggestions on how to improve or enhance your business. 

10 Customer Retention Strategies To Improve Your Business’s Success:

1. Gauge Customer Interest and Retention With Tidio Live Chat

Customers prefer immediate answers and often dislike waiting for customer support representatives. 

One of the main reasons customers switch companies and fail to return is unsatisfactory turnaround times. Live chat is an excellent resource for quickly addressing customer concerns, with established frequently asked questions and links to tutorials and access to live client specialists within one or two minutes. 

The Book Your Pet app enables you to directly message customers to help resolve issues and answer queries as quickly as possible. 

Other software such as Tidio Live Chat offer instant messaging and live chat services that fulfil client needs quickly while tracking and measuring average response time to ensure optimal customer satisfaction.

In addition to tracking customer sales and collecting important details on purchases and services, customer retention software programs track customer data, such as when a visitor to your website is about to leave with or without items in their shopping cart and how they precisely navigate your website. 

You can also track if they express interest in various incentives or promotions featured on your site. This information can be applied to marketing automation strategies, how to address a customer complaint SOPs, and which clients may respond favorably to email marketing. 

2. Proactively Communicate With New Customers and Existing Customers

Customer retention software offers the ability to find which visitors to your website are about to leave so that you can follow up with appropriate action to convince them to stay.

New customers are more likely to make a repeat purchase if they’re satisfied with the product and the follow-up care and suggestions provided by your company. 

With Book Your Pet, you can send automatic follow-up messages to all of your clients to thank them for their custom and to collect their feedback on your service. This level of attentiveness will help to solidify your status and relationship as a business owner who truly cares. 

Repeat customers take effort to maintain, though it becomes much easier over time than attracting new or potential clients.

3. Establish Brand Advocates and Brand Loyalty

When your customer base is satisfied with your brand, or the types of services or products associated with your business, they’ll do promotional work for you. 92% of consumers around the world say they trust recommendations from friends and family more than any other form of marketing. 

Word-of-mouth and referrals are essential to strengthening your customer retention marketing strategy and promoting your company’s brand as a high-quality, trusted option for pet owners. 

4. Provide Incentives for Customer Loyalty

Do you have a local coffee shop that offers a discount or a free drink after five or more purchases? Have you noticed a members-only discount offer for a luxury line of clothing or pet products? 

Loyalty programs are an excellent way of improving customer retention through relationship marketing. This marketing strategy aims to increase sales from newly returning customers and individuals who infrequently shop due to competing brands or stores. 

Period discounts or seasonal promotions are important ways to improve customer retention. Clients who receive a sales code or coupon by email or text may frequently purchase from your store and look forward to future deals and savings. 

Loyalty programs may also offer a complimentary gift or product after a specific number of items are purchased or a set discount to thank clients for returning. Long-term customers connect with a business or brand on a personal level, which means once this relationship is established, they will regularly return for the foreseeable future.

Cat besides a laptop on a brown wooden table

5. Collect Customer Feedback and Address Complaints

Online surveys offer a practical approach to collecting customer information about their experience with your company. 

While this metric isn’t the only way to gauge customer satisfaction, it can provide in-depth information about a client’s experience, whether they received excellent customer service, have a suggestion to offer, or a complaint that requires a resolution. 

This form of customer engagement gives a sense of empowerment to existing clients and determines if your company is meeting or exceeding customer expectations. Setting up a poll or survey is a great way to collect and analyze customer feedback anonymously or to be able to offer a one-on-one approach to addressing a specific complaint within a short time frame.

6. Avoiding Customer Churn by Improving Payment Options

When a payment method fails this can impact customer loyalty and retention. The right software will help to reduce the number of declined payments in your business

Book Your Pet helps pet business owners to manage their payment options by integrating existing payment systems such as Stripe to enable easy online payment at the time of booking.

By connecting with trusted payment providers and streamlining your booking and payment process, you’ll be able to keep customers happy and coming back time and time again.

7. Managing Customer Relationships with Retention Software

Using a software program that gives your business the tools to build and sustain long-term customer relationships is essential. 

The Book Your Pet app allows pet parents to create linked profiles for both themselves and their pets that will help you personalize their experience with your business, improving customer success and satisfaction. 

As well as this, the app’s quick reporting feature will also help you to understand customer purchasing patterns at a glance, helping you to further personalize interactions around their shopping trends, to keep on top of repeat booking reminders, as well as understanding what new products and services, promotions, and invitations might be of interest. 

8. Chatbot Features

Chatbots are a great feature in addition to, or as an alternative, to live chat and email communication. It’s an automated way to engage with customers for simple, straightforward questions, prompting clients with clarifying questions to determine which products, services, or answers will resolve the issue. 

This service is typically available 24 hours a day, so most customer service questions can be handled seamlessly without waiting for a customer service representative. 

Chatbots are extremely quick, and programmed to recognize returning customers, access previous purchases, and collect information for future assistance. When an inquiry or situation becomes more complex, a chatbot may refer a customer directly to customer support online through live chat services or provide an alternative option to resolve the matter. 

Customers tend to favor chatbots for most inquiries, as they are quickly resolved, and the means to access this service is available through a phone app. Tidio offers templates for businesses to customize questions, clarify inquiries, and follow-up actions for clients. It’s also a great tool for marketing options across various platforms and enhancing customer retention.

9. Use Analytics to Improve Customer Relations

Implementing a smart analytics program to design marketing strategies based on customer experiences will improve client retention while increasing future sales and satisfaction.

Book Your Pet’s at-a-glance reporting dashboard and one-click analytics makes it easy to know where you stand with all the numbers that matter. This in-app feature will help you to track customer behavior and data for continuous analysis, improving retention and customer relationships within your business. 

Pet businesses can optimize the platform’s features by keeping track of customer pets and frequently used services. Since customer trends and habits frequently change based on their pets’ needs, constantly monitoring your clients’ purchases and interactions with your business is essential for marketing campaigns and personalized promotions.

10. Consider Alternative Strategies for Customer Retention

These options are essential to use alongside software solutions and may include in-person focus groups with new and long-term customers to gauge their overall experience and ask for honest feedback and suggestions on new brands or product options. 

Promotional events, grand store openings, and similar events at a specific location or store can encourage potential clients to visit your store, try new product samples, or buy their first product from your store.


When you implement customer retention management software and strategies, you’ll find tremendous success in maintaining and improving the quality of your customer service while catering to your existing customer base.

Many essential components to enhancing your customer relationships include offering greater opportunities for feedback, tracking client purchases and behavior, following up with inquiries and concerns through personalized customer support, and helpful live chat platforms.

Looking for even more expert pet industry advice? BookYourPet.com offers a brilliant marketing built-in and allows you to automate communication, which helps you with reminders and follow-ups, improving customer retention.