Many new businesses put a huge focus on finding new customers – and for good reasons. After all, the more clients you are attracting, the more likely it is your business will grow. However, attracting new customers is expensive. You have to devote a lot of time, energy, and money into trying to appeal to them. A much cheaper way of making sales is to increase loyalty amongst your current customers, who you already are in contact with and don’t have to spend on attracting. You do, however, have to ensure they remain loyal – and I’ve put together a few simple ideas which can help you achieve it. Let’s get started with some of the basics.
Up your service game
First things first – ensure your customer service is making a big enough impact on your customers. Every time you make a sale or get an inquiry, your service must be pitch perfect, friendly, attentive, and, ultimately, better than your clients receive anywhere else. But also, you need to ensure you keep in contact with your customers. Making a sale is one thing, but connecting with your customers is the most important part of the process. Instead of focusing on new acquisition, try sending thank you emails or messages – perhaps ask your clients if there are any issues. Maybe you could send them a discount code or offer them a deal the next time they buy anything. Don’t forget, on average, acquisition of customers costs around six times more than retention, so you have some room for maneuvering.
Stop trying to sell
Not every person that walks through your door or sends you an email will buy from you there and then. But depending on how you react to them, they could still end up becoming a customer. If you can show that you genuinely care for their needs and help them out with what they might be looking for, it can leave an indelible mark. And when that customer decides they are ready to buy, it is likely they will come to you. The truth is that when a client feels like you have their support and assistance in mind, they are more liable to talk about it with other people, which increases your potential market even further.
Create an application they cannot resist
Apps are a great way of giving something back to your customers and keeping your company at the forefront of their minds. In fact, they are so useful that many businesses utilize mobile or web application development and offer it free to their customers. It all depends on what your business offers, of course, but there are many different ways it can help. For example, let’s say you are a digital marketing agency – maybe you could produce a simple desktop app that customers use to check performance, or research industry keywords. Going in an entirely different direction, let’s say you are a baking equipment and ingredient store. Maybe your app could offer a broad range of recipes that you can create from all the stuff you sell in-store. Not only will these give customers something useful, but it will also drive traffic to your store, both online and off.
Reach out for feedback
If you can reach out to your customers for feedback, you win on two different levels, First of all, it gives you a chance to improve your business and helps you see everything your company does with a fresh pair of eyes. But it also tells your customers something incredibly important: you are prepared to listen., When a client suggestion ends up as part of the way you do business, they will feel like they have a stake in your company, and will be more inclined to use you again.
Personalize every experience
Finally, forget what you read about data – it’s the personal experience that counts for the vast majority of customers. Sure, you can use data to inform your behavior and find out what customers really want. But in the end, it’s the one-on-one experiences that will mark you out as a great company to do business with. Get to know your clients as individuals, and connect with them on a human level. The next time they consider looking into your industry, there is far more likelihood they will call you up if you go down this route.
How do you keep your customers coming back, or are you struggling to retain clients once you find them? Feel free to share your thoughts and experiences in the comments section below.
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