Getting customers in the door is only half of the battle. The best kind of customers are not one-time customers, but the ones who continue coming back for more business. That’s right, customer retention should be a critical part of your business strategy if you’re hoping to thrive in such a competitive market.
Yet, attracting and retaining customers is not as simple as you might think. There are certain behaviors and factors that can contribute to long-term success. Here are some things that are proven to keep customers coming back.
Great Customer Service
Regardless of how great your product or service is, whether you repair refrigerators or sell shoes, what most people agree is most important to them is how they’re treated. If you provide exceptional customer service, even if you have a subpar product to a competitor, you’ll find it will make all the difference in retaining your customers.
Quick responses, friendly interactions and a willingness to treat your customer like they’re your only customer can create a positive experience that keeps customers not only loyal, but encourages them to send their friends your way also.
Beyond going the extra mile yourself when it comes to customer service, make sure that your entire team is trained to do the same. That way you can ensure consistent service regardless of whoever your customers are dealing with in your company.
Personalization
Statistics show that customers appreciate personalization more than ever. In other words, when you send out an e-mail or suggest products to them, they want to feel like you’re speaking directly to them. A one-size-size-fits-all all marketing or communication approach just makes your customers feel like they’re shoved into a box with everyone else.
Yet, the more you tailor the experience, the more they’re they’re connected to your brand personally. Not to mention, personalization allows you to engage better, since communication speaks directly to them and not just a general audience.
Loyalty Programs
The best way to encourage customer loyalty is by rewarding your customers for their loyalty. The more loyal they are and the more they purchase from you, the more you can encourage them with perks and discounts Loyalty programs won’t just encourage your customers to continue buying from you to accumulate points or other offers, but will also ultimately increase your sales.
Rewards programs make your clients feel like they are appreciated. Yes, they’re getting perks out of their purchases, but you’re also encouraging them to buy more than they would have had you not offered them a rewards program. Your small effort of appreciation can pay off big time, simply because it makes people feel like they’re valued and rewarded.
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