5 Effective Ways to Build Customer Loyalty
Getting customers is hard. Keeping them should be easier. But with fierce competitors building communities and aggressively marketing on price, you have to put real energy and effort into maintaining a consistent customer base. Just providing a great product or service is rarely enough to keep them coming back for more.
When it comes to buying products online, customers have more options than ever before. There are businesses serving every niche and there are also ecommerce giants like Amazon that essentially offer a catch-all solution.
In order to achieve this end goal, it is necessary to adopt a customer-centric approach. We must think like our customers and determine what it is they’re looking for — in terms of product, experience, service, support, incentives and more.
Here are five tips on how to build customer loyalty.
1.Communicate with Customers.
Whether it’s an email newsletter, a monthly flier, a reminder card for a tuneup, holiday greeting card, or a social media set up a system for reaching out to the customers you already have. Allow your customers to get in touch with you through multiple channels — phone, email, social media, online chat, helpdesk and so on.make sure to listen to your customers on social media.
Create a system that recognizes when return customers enter the building and sends a message that makes them feel appreciated. You can push a message to their mobile device: “Hi Johnny, welcome back to Stuart & Ham! If you can tie the special offer directly to their previous purchases and tastes, even better.
2.Provide Great Customer Service
Good customer service means going the extra mile to meet customer needs. Customers remember being treated well, and positive customer experiences result in repeat business.When they have questions, they want them answered. When they have a problem with their order, they want to be able to reach a real human being and not a pre-recorded answering service. They want to be heard.
Make possible to your customers to communicate with you through multiple channels — phone, email, social media, online chat and helpdesk .
Identify customer interactions and eliminate confusion offering a more customized experience. Know better your customers and their needs.
Answer incoming queries quickly. Your response times need to be fast to create a great customer experience.
3.Meet the chef.
Have you ever been at a restaurant and had the chef come out to your table after the meal? Wasn’t it fun to shake the hand that stirred the soup? How fun is it to do a warehouse tour or visit a manufacturing plant? The studies suggest giving customers a chance to meet the makers of your products and services whatever your business. Let them see the genesis of your product behind the scenes. Exclusive meet-and-greets with company executives, tours, and other interactive encounters will humanize the company and connect customers to your story and service.
4.Build a Reputation for Reliability
Your company’s reputation is equal to the reliability of your products and service. The more reliable these are, the more likely your company is to have a favorable reputation.
If you say a purchase will arrive on Friday, deliver it on Friday. If you say that a service will be at a certain quality., do your best to make that happen.
Be reliable, communicate clearly, honor your promises and warranties, and be considerate of your customers’ time and concerns. If something goes wrong, let customers know immediately and compensate them for the inconvenience.
5.Provide Customer Incentives
Generating more leads and customers should be a part of every businesses’ strategy.Customer incentives give people a reason to return to your business. You can also implement a membership program, which can take many different forms. You offer a consumable product like a vitamin, for example, you could offer a subscription to your customers, buy two and get one free, frequent shopper points, rebates, adding a free service to the sale.If we can continually incentivize repeat business, we’ll extend customer lifetime value and encourage more sales from each and every customer.
Giving your users the ability to login to your website and save their personal information with you is also par for the course.You can use the incentive program to boost business during slow seasons and to promote new products.