Building customer loyalty should be a priority for all businesses. Not only does having a regular stream of clients make forecasting easier, allow you to save on marketing, and can boost your brand, but did you know that loyal customers spend 67% more on average than occasional ones?
Successful businesses understand the importance of customer loyalty and do everything they can to foster it. If you’re struggling to keep customers coming back to your business, here are some of the things you can do.
Build a Solid Loyalty Program
If you don’t have a loyalty program in place right now, you should build one right away. There is absolutely no reason for you to not have one. You can have a very bare-bones program where you offer a free product after a few purchases or go for something more elaborate such as a web portal, points, and a tier system.
Having a good loyalty program is one of the surest fire ways to build a clientele, and it’s cheap. Rewarding someone with a free product after they’ve bought from you many times really doesn’t cost you a thing since they’ve already generated revenue for your business. And having a well-crafted program that demands registration will give you access to their email and allow you to build a valuable client database. So, see this as an investment instead of an expense.
Use A CRM and Client Management Software
The relationship you have with your customers and the quality of your customer service will also have a big impact on loyalty. This is why you need to invest in a good client management platform and a CRM. Client management software will facilitate communications with your customers and a CRM will allow you to get a full snapshot of any customer in seconds whenever you need it.
Customers love feeling like you know them personally, and this is what a CRM will allow you to do. It will make your team come off as more professional and they’ll be able to cater to your client’s needs fast. A good CRM will also allow you to follow up with certain customers if you notice that they haven’t bought from you for a while or send them special offers based on the purchases they made before.
If you’re curious about CRM and client management software, visit https://www.thryv.com/features/client-management-software/. You’ll get a rough idea of what this type of software can do to you and how much you can expect to pay for it.
Ask for Advice
You should also try to get your customers’ opinions whenever you can. Having a nice database of clients means that you can survey whenever you want and use them as an informal focus group.
Don’t be afraid of criticism; embrace it instead. If you’ve heard a few complaints about the user experience on your website or in-store, don’t hesitate to ask your clients what they think about it and how you can improve. Acting on their advice will make your current clients feel special and increase the chances that occasional clients become regulars.
Customer loyalty is extremely important, and you should focus as much on nurturing your current clients as you do on acquiring new ones. This will allow you to save money, increase average order value, and project a good image.
