Let’s face it; customers have a lot of choice where to spend their money. Customers spending money elsewhere, ultimately means you go broke. What makes a customer use your services again if it is more convenient and cheaper to go somewhere else? Loyalty.
Loyal Customers are every business’s dream. Not only is it a lower cost than acquiring new customers but also you get a free marketing ‘ambassador’ which will likely drive more sales. So how can you turn ordinary Joe into one of these magical, loyal customers? Here are 5 easy steps to that will make your customers loyal.
Make a connection
Some people see customers as just another number but in reality they are your best friend. Without the customer you wouldn’t have anything, so let them know how thankful you are. 70% of customers end business relationships because of poor customer service. If you think your losing business for charging too much, ask yourself how good your service is.
Once you have fulfilled the customer’s needs, keep up the great customer service on social media. Facebook, Twitter, Google + is a fantastic way to keep in touch and remind your customers what great service they received.
Get your team on board
Your staff is the face of your company. It doesn’t matter how badly you want good customer service, if your staff doesn’t care it won’t show. Let them know what you expect. Reward those who go the extra mile for customers. Once you build a culture of good customer service, you will pile up the loyal customers.
I’ll never forget the time I visited a small, local supermarket to get some flour. After the shop assistant politely told me where to find it I realised I forgot my wallet. She said I could pay next time I come in and I’ve been going back ever since. I’m not saying you should give free services to your customers but try to exceed their expectations.
By doing the unexpected, they remember you and will likely use your services again.
Great customer service is still you biggest ally but if you want to give your customers a nudge, consider customer incentives. This could be anything from $20 off to a frequent shopper points card. This is a great way to boost sales in those slower months and it gives customers a good reason to stay loyal.
The little things
Most of the time it is not one defining action that sways a customer to become loyal. It’s the little things they notice. This is as simple as giving them your full attention when they speak to you, replying to their email or even just saying hello. These basic edicts are easy and sometimes easily forgotten.
Loyal customers are essential to any business. Use these 5 steps to increase customer retention and you will start seeing the value of happy customers.