There is a popular quote regarding the nature of a customer. And it’s very popular in the customer service industry. In its most popular form, the quote is as follows :
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by allowing us to do so.” – This quote has is popularly associated with Indian nationalist leader Mahatma Gandhi (a speech in South Africa in 1890).
So, loyal customers keep your revenue flowing. Loyal clients spend 67% more than occasional customers, confirming the importance of focusing on repeat business. But how exactly?
Successful business owners know that keeping strongly connected relationships with customers contributes to their business with a solid basis of sales on which to rely. It is what drives people to stay loyal. Relationships induce buyers to make more purchases.
Check out these five strategies for increasing customer loyalty at your business:
1. Prioritize customer service — even on social media.
According to a Microsoft study, 90% of consumers worldwide believe customer service to be vital in their brand loyalty.
If you want to keep your customer base, you must provide excellent customer service. A customer examines every interaction with your team and decides about your service based on that evaluation.
When a consumer stands in line, returns a product, calls about a faulty product after making a purchase, asks a question on Facebook, or works with an employee to select the ideal gift in your store, they’re keeping track.
That means your in-store workers must be cheerful, helpful, and efficient. Your customer support team must be easily accessible and capable of solving problems immediately, and your business must aim to respond to queries swiftly – even on social media.
According to research, people seek service through social media and anticipate a speedy response. For example, 42% of customers want a response within an hour on social media, and another 32% expect a response within 30 minutes.
2. Offer clients rewards
Rewarding customers for their absolute loyalty is one of the most effective methods to keep them coming back. So to create a customer loyalty programme that provides discounts, prizes, and special deals.
According to Bond research, 71% of consumers who are members of loyalty programmes consider membership an important aspect of their interactions with businesses.
What makes rewards programs so effective? Customers want to know they are appreciated. After all, people have the option to spend their money wherever they want, and they have chosen you. That is not a minor act, so you should return with a loyalty programme.
3. Ask and listen to advise.
When your mother gave you advice when you were a teenager, you probably rolled your eyes, became defensive, and muttered something like, “She doesn’t know what she’s talking about.”
Businesses might sometimes act like teenagers in response to client feedback. They don’t want to hear a useful suggestion, primarily if it’s something they don’t want to hear at all.
Every business should make an earnest effort to handle and attend to customer feedback.
If customers complain about your store’s poor layout, for example, repair it. Then, inform clients about the enhancement after it has been completed.
4. Provide conveniences
Make your customers’ lives better, and they’ll return. Consider how you can make the consumer experience easier or faster. For example, consider shortening your checkout process so customers can get in and out quickly, answering questions on social media rather than requiring customers to navigate an automated maze of menus over the phone, and offering auto-billing.
As the COVID-19 pandemic proceeds, many consumers’ buying habits have shifted. Digital channels and options that were once considered a luxury are now considered a need. Thirty-nine% indicated they shop in stores less frequently. In addition, 30% of millennials claimed they are doing more of their purchasing online. Consider offering delivery and pickup alternatives to meet customers where they are.
5. Engage your customers on a regularly
“Out of sight, out of mind,” as the quote goes. As a result, you must remain visible to your customers. However, if you communicate with your consumers when you want them to buy something, you’ll have a difficult time keeping them around in the long run.
Instead, think about how you can help customers solve problems and educate them on how to get the maximum out of your products and services. Customer education allows you to demonstrate your competence while also building trust. According to a survey performed by Conductor, consumers are 131% more inclined to purchase from a business that educates them on its products and services.
Consider creating a blog to give suggestions on how to make a pedicure or manicure last longer, as well as sending an email with those tips to customers who have just had their nails done if you own a beauty and spa business. When done correctly, such excellent content can demonstrate your concern for your clients and make them feel unique.
Another strategy to keep your business at the forefront of your clients’ minds is to tell them how much you encourage and appreciate them by providing branded swag relevant to your business.
For example, if you own a beauty and spa business, consider starting a blog to give suggestions on how to make a pedicure or manicure last longer, as well as sending an email with those tips to consumers who recently had their nails done. When done correctly, such helpful content can demonstrate your concern and make clients feel unique.
Another strategy to keep your company at the forefront of your consumers’ minds is to show how much you acknowledge them by providing branded swag relevant to your industry.
For example, if you own fitness business, collaborate with another fitness accessory provider to present a tiny gym face towel to individuals who supported your online classes throughout the epidemic and the first group of consumers who return to your business.
The goal here is to identify ways to continue to establish and cultivate relationships with your customers so that you may gradually build loyalty and advocacy.
What is your secret to retaining customers? How can you persuade clients to stick with your brand? Share your advice, opinions and thoughts in the comments section below.