The first step to improving customer retention is setting expectations. It’s better to underpromise and overdeliver. You also need to build trust through relationships. It’s also important to build a relationship with your customers online especially with the rise of social media. This may seem like an obvious point, but you must go above and beyond. Going the extra mile is an easy way to build a good relationship with customers. Last but not least, implement customer satisfaction surveys or simply ask for feedback.