When you start your business, you often look for ways to attract clients. You put a lot of effort into devising a product or service which will catch their eye and huge amounts of money into marketing, both traditional and digital. However, once you have these customers hooked, you need to look for ways of retaining them. To achieve that, you need to work on your customer loyalty approach.
Be transparent and responsible
In this day and age, an online presence is almost obligatory. However, that also means that anyone can post whatever they want and tarnish your reputation. This is why you need to be transparent about all your actions and, moreover, take responsibility for them. In case you’ve made some mistakes in the past, you should own up to them and explain how you’ve changed for the better. Acknowledge every comment, whether positive or negative, as that will show that you care about what people say about you and about their satisfaction.
Give it a human touch
Customer service is crucial for a successful company and satisfied clients; however, adding a human touch can lead to customer loyalty. Sure, there are some queries that can be solved on the FAQ page or using a chatbot but sometimes, people just need to talk to a real person to get their answer. Customers are known to open up during one-on-one conversations and being there for them in their time of need will lead to them appreciating you more.
Send thank-you cards
Another great marketing hack is sending thank-you cards to your customers. This is an amazing way to build a relationship with your clients and nurture it. When they make a purchase, make sure to include a note. Personalize it by including a handwritten message as that is sure to set you apart from the rest of the competition. This way, you can have something that is unique for your brand which will ensure your customers come back. Bonus tip: use it to express gratitude, not to promote something else, as then it will look more sincere.
Listen to their suggestions
Feedback is of the utmost importance when it comes to customer loyalty. They need to feel seen and heard and what better way to do that than ask for suggestions. For instance, you can set up a Twitter or Facebook poll where they get to decide on something important relating to your business. On the other hand, ask them to leave comments on your social media pages or your guestbook and suggest something that could be improved. Make sure to take this feedback into account and work on fixing your approach. Your clients will be quite happy to know that you listened to their advice.
Be helpful even if it hurts your business
Sometimes, it will happen that your company just does not offer what your regulars need. While it might seem strange, you can gain their trust by referring them to another business that can fulfil their needs. You have to show them that they come first and that your goal is not to sell them something they don’t need.
Show that you care and miss them
In case you notice that some of your regulars haven’t visited you in a long time, you should contact them and show them that you miss them. Ask whether you did something wrong and if there is something that you can improve in order for them to return. Show them love and loyalty and you will get some in return.
Invest in your regular customers
You need to do some research into your customers and find those that have been with you from the beginning and recognize them in some way. If someone stuck with you through good and bad, treat them with extra care. For example, you can offer them regular discounts or have them experience your new product or service first. They will feel appreciated and will be glad they never left your side.
These seven are just some of the ways how you can improve your customer loyalty. Regardless of the approach you take, the point is to build a good relationship with your clients and maintain it by showing them respect and appreciation.
