It’s no secret that one of the most important aspects of sustaining a business is maintaining loyal customers. Studies have shown that the costs of attaining a new customer are 60 to 70% more than the costs associated with maintaining an existing customer. This provides a huge motivator for company’s to put a focus on customer satisfaction and maintain customer loyalty. Keep reading for tips that you can apply to your business to strengthen your customer base.
- An Undeniably Good Product or Service
The most important tip on our list this week emphasises your product or service! Work tirelessly to ensure that you have the best product or service on the market, or close to it, and it will speak for itself. It goes without saying that consumers want a product or service that does what it says it will do, that is the first step in getting customers to come back continually.
- Good Customer Service
Providing your customers with excellent service and support is key to maintaining their brand loyalty. People are likely to remember a very good or a very bad experience in any situation, so give them something positive to remember. Customer service representatives should always be helpful and employ a positive attitude to make the customer feel comfortable and able to express their concerns. Take customer feedback into consideration; if they are unhappy with something, use that feedback to improve your product or service. Ensure that you have a dedicated outlet for your customers to ask questions or provide feedback, by devoting a staff member to constantly be in charge of customer service. Make it clear to your customers how they can communicate with you, whether it be via phone, email, or in person.
- Communicating with Customers
It is important to follow up with your customers every so often to keep your business top of mind. They’ve already used your product or service and know that it is high quality, so don’t let them forget it. Set up email newsletters, promotions, or holiday e-cards, to your loyal customers to remind them of your business the next time they’re looking to buy.
- Getting to know your customers names
This is not the most important part of maintaining customer loyalty within your business, but if you can do it then it’s definitely a bonus! Have your employees learn the names of your frequent customers. They will love that you took the time to remember their name; it will make them feel respected. You’ll begin to form a trustworthy relationship in the long run to keep them coming back repeatedly.