Tired of working hard to build your downline only to see supplement customers slip away? You're not alone. But implementing these 4 steps can change the game...
Step 1: Identify High-Churn Customer Segments
Not all customers have the same risk of defecting. You need to segment your referral base to focus retention efforts where it matters most.
Two segments prone to higher churn are:
- New referrals: These customers are just starting their journey with the supplements. They likely don't have ingrained habits or brand loyalty yet. New referrals need extra guidance to integrate the supplements into their lifestyle and become advocates. Without nurturing, they may quickly defect to other solutions.
- Plateaued dieters: These are customers who had initial success with the supplements but are now hitting a plateau or struggling with motivation. Their progress has stalled and they may question if the supplements are still effective. Reengage these customers by troubleshooting their regimen and reinforcing benefits. Otherwise, the plateau may prompt them to abandon the supplements for the next new solution.
Carefully track indicators like purchase frequency, feedback, and engagement to identify customers at risk of churn in these segments. Then you can focus retention efforts on those high-risk subsets of your downline.
Step 2: Create Supplement Taking Habits
The key to long-term retention is making the supplements a seamless, ingrained habit for customers.
Start by educating new referrals on exactly how and when to take the supplements each day. Ensure they understand proper dosage, timing with meals, and any other usage directions. Make it as easy as possible for them to integrate the supplements into their daily routine.
Provide complementary lifestyle recommendations that support supplement usage. Give fitness tips and share healthy recipes that help referrals get maximum results from the products. The more you can make the supplements a holistic habit, the more likely customers are to stick with it long-term.
Celebrate usage milestones with referrals. After 30 days of consistent supplement use, congratulate them and provide a small reward or recognition for hitting this important habit milestone. This reinforces the behavior you want to see continue.
Ongoing education, lifestyle integration, and milestone celebrations will strengthen supplement habits and improve retention.
Step 3: Proactively Check In with Customers
You can’t just wait for referrals to come to you when they’re unhappy or ready to defect. To retain customers, you need consistent touch points to reinforce the relationship.
Routinely check in with referrals to ask how the supplements are working for them. Are they seeing expected results? Do they have any questions on the products or how to maximize benefits? Your goal is to surface any issues and provide guidance to keep them progressing well.
Troubleshoot obstacles that could hinder usage. For example, help referrals modify the regimen if they are having stomach discomfort. Recommend taking with meals or adjusting the dosage to improve tolerance. Fixing small problems early prevents bigger issues down the road.
Leverage systems that notify you when customers have stopped reordering supplements. This allows you to immediately reach out when defections happen and try to reengage them. Offer personalized support and see if you can get them back on track before it’s too late.
Proactive nurturing and education demonstrates your ongoing commitment to your referrals’ success. This level of individualized support builds loyalty and retention.
Step 4: Leverage Automated Systems
Leverage systems that help you track when customers have stopped taking supplements.
Yes, you read that correctly. There is a way to know when your customer is no longer taking the supplement, giving you the opportunity to reach out before they cancel their auto renewal order and save retain the customer.
Our Hit66 system makes it simple for your entire sales team to apply these tactics at scale. Hit66's habit-forming fitness game:
- Builds rapport between referrals and your team
- Creates a habit of taking your supplements
- Encourages referrals
- Allows you to track when customers lapse so you can proactively retain them.
Learn more about how your team can leverage Hit66 to increase retention and get referrals here.
Conclusion
Targeting high-risk segments, creating habits, and checking in consistently are proven tactics to reduce churn among your supplement referrals. Invest time into understanding customer needs, fixing problems early, and building relationships. Your extra effort will pay off with an expanding and loyal downline.
