Loyal customers can help the business thrive. According to a study by global management consulting firm, Bain and Company “, a 5 percent increase in customer retention can increase the profitability of the company by 75 percent!” Loyal customers tend to recommend your company to friends and acquaintances. Maintaining customer loyalty is not hard to do – all you need is a little TLC.
Exceed the expectations: this is a no brainer. Remember, when you go into an establishment and greeted someone with a happy face who was there to help you when you needed it? Your experience can put a smile on your face, right? Using the same techniques that make it an unforgettable experience for your business culture. If you have an online business, make sure you keep your customers updated on their purchases at each step. The confirmation of the payment receipt, thank them for their purchase, gives them an invoice and tracking informations. If there is anything wrong during or after the transaction, make sure you help them solve their problems.
This does not require additional money, just a little more time and patience.
Treat your customers like your friends: you do not have to invite them to your home to make them special, but friendly small talk always makes people feel remembered. You definitely will not remember every detail of every customer that you had a conversation with, but a small talk never hurt if you recognize the face. If you own an online business, make sure that every returning customer see a “Welcome back” banner on the landing pages of your site.
Keep them in your inner circle: Make sure to keep a customer database with their e-mail and mailing addresses along with their recent purchases so you can keep them updated on different promotional and discounts. You can also send them e-mail about products, services and special offers that related to their last purchase. Before you send e-mail please brush up on email marketing “best practice”.
Celebrate with them: “Take your customers’ birthday information and send a personalized birthday card or an e-card with a special discount or coupon for their birthday. You can be sure that some customers do not let a perfectly very good coupons sent especially for their birthday go to waste.
Encourage the feedback: Invite customers criticism and let them know that you want your product, service and customer service can meet their needs. You will be surprised of the great advice you get from your customers and many of them will be very happy to give you their two cents or praise your business. But do not just stop there, apply what is been recommended!
Turn that frown upside down: save for utopian society, not all customers that you serve will be very happy with your product or service. If a customer is angry or disappointed, offers several ways to facilitate their needs, be it a discount on the next purchase, store credit, gift certificates, etc.
Make a loyalty program: membership, customer loyalty, or the accumulation of the plans work like a charm. According to ntouchloyalty.com “Research shows that customer who have a loyalty program visits twice as much and spend 4 times as much as those that don’t.”
With these simple tips you can easily get more customers to come back again and again. You do not need to implement these ideas all at one time. But, just choose some that meet your business model and try it!