So many businesses today are so focused on pursuing new customers that they start forgetting that retaining old customers is what actually makes them the most money. A successful business usually gets around 80% of its sales from only 20% of its customers, which is why it’s so important that you recognize this group and keep them loyal to your brand. It’s also a fact that attracting new customers is a much more expensive option, compared to retaining existing ones. So what are the steps that you need to take to ensure customer satisfaction and loyalty towards your brand? This guide will show you some of the best ways to achieve this in order to maintain your business’s success.
Remind Your Customers of Your Existence
There are so many online businesses right now that your customers can easily forget that they even purchased something from you if you don’t go through the effort of communicating with them. You can do this via email newsletters, email promotions, or even further recommending products based on what they’ve already purchased. For all this, you need to maintain a database of customer information, like emails, phone numbers, or even social media accounts. You can also offer your customers discounts if they follow you and like you on social media, which will make your job of communicating with them a lot easier. Keep in mind that you don’t want to irritate your existing customers with constant advertising. Sometimes you can just send them valuable, quality content without asking anything in return.
Offer a Great Product / Service and Deliver
Today, more than ever, it’s extremely important to follow through on what you promised when you advertised a product. No business can survive on first-time buyers only. It’s always better to lower expectations and over deliver than vice-versa. If you boast about your product’s greatness and your customers receive something average – you’ll only be digging yourself a grave. Over-delivering, on the other hand, will surprise your customers and make them want to talk about your brand. This will further build trust and loyalty, something that you can’t just pay for. There’s so much competition out there that you can’t really afford to be average anymore. If you always push yourself and try to treat your customers better than your competitors do – you’ll be miles ahead of them in terms of brand loyalty.
Provide Unmatched Customer Service
Customer service is basically how you treat your customers during repeated business experiences. It’s everything from paying attention to customers’ complaints to having Customer Support team available 24/7 for your customers. When it comes to social media channels, you’ll want to reply to every single comment that your customers leave. When your Customer Support agents can’t solve a problem on the spot, you’ll want them contacting the customer back to inform them what’s happened with their complaint. Simply put, you want your customers to feel great about doing business with you. Not only will great customer service help you build trust, but your business reputation will greatly benefit from it as well. The first step towards great customer service is to make it as easy as possible for your customers to contact you.
If there’s one thing we’re sure about, it’s that everyone prefers to shop in a beautiful place. If you’re doing most of your business in person, you’ll want your shop/office to look as professional as possible. The same goes for your staff, as they’re the representatives of your brand. Your display windows will tell your customers more about your brand than any catalog, so try to make them look beautiful, something that professionals like DisplayMe can help you with. The same goes for online brands – you’ll want your online shop to look great, but still be easy to navigate. A good way to increase customer loyalty is to have live chat with your customer service enabled at all times. Let your customers know that they can get help with anything they might need, just like they were in a real shop.
Maintaining customer loyalty is all about offering more than your competitors. If you manage to recognize your VIP group (the 20% that earn you the 80% revenue) – you need to do everything in your power to keep them attached to your brand. Throw something in for free the next time they order something, just to remind them just why they’re sticking with you. If you follow-up on the tips we’ve listed in this guide, you’ll make sure to have a healthier relationship with your customers, one that will benefit both them and you.