A loyal customer is like gold to any business. Finding new customers is the hard part. Retaining them should be relatively easy. People are likely to return to businesses that offer them a positive experience. Here are some ways to keep your customers happy and coming back.
Maintain Contact
In an era of increased social isolation, people are desperate to make connections. Don’t assume that a business/customer relationship can’t foster a sense of human connection. The more you develop a connection with your customers, the more they will begin to trust you as a company. Some ways to maintain contact are to follow up by phone or email after each transaction. Thank them, show them that you really care about how their experience was, and make them feel special. When you collect phone numbers and emails, you can also send customers exclusive offers and great deals. Just make sure that they really are amazing bargains, and that they don’t feel too generic or sales pitchy.
Loyalty Points
Loyalty points are a great way to encourage return customers. People are more likely to visit businesses when they know they are growing their points. However, you need to remember that there are great loyalty rewards programs, and there are less than great loyalty rewards programs. People will feel more motivated if points grow quickly and can be used toward something with real value. It also makes a big difference if you can easily track a customer’s points for them. Loyalty reward points should integrate into your POS system whether offline or online.
Excellent Customer Service
Everything about a transaction should be done with the customer’s satisfaction in mind. This includes an easy to navigate online experience, high-quality products or services, excellent communication, delivery on promises, and doing anything possible to rectify your mistakes. If your business is involved in e-commerce, even the packaging of the product should help your customers feel special and valued. Be willing to listen, show empathy, respond to inquiries in a timely manner, and develop a relationship with them. Help your customers feel how much you value their business. As a rule, be willing to go the extra mile for your customers. It is always in your best interest to ensure that your customers feel heard and valued with every single interaction.
Turning first-time customers into loyal customers is one of the most important things you can do for your company. Give them a little TLC, and they will reward you with their continued business. They might even bring a few friends along with them!
Check out this article on the best business practices that can save you money!
As always, if you need any assistance with your branding and digital marketing, our MGR Team will be happy to chat with you one-on-one. Use this link to contact us and set up your free consultation.
Thank you for reading. Until next time, this is Manuel Gil del Real (MGR)
