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Winning new customers is never easy. You must spend money on advertising and marketing just to get customers in your door. Once you get a new customer, it’s important to keep them coming back for more and to turn them into a loyal customer.
Creating strong customer loyalty is one of the best things you can do for your business. To create a strong customer relationship, ongoing outreach and engagement will bring them back for more. Here are 4 ways to keep customers coming back to your small business...
1. Exceed Expectations
Customers now expect more than just a thank you after making a purchase, especially when they are shopping at a small business. But exceeding your customers’ expectations isn’t always about doing more or trying harder, it’s about setting realistic expectations and communicating with the customer throughout the entire sales process.
The trouble many small businesses get themselves into is exaggerating their product or service or not clearly explaining the services they provide. That’s why having a solid, clean landing page that explains everything your business offers is so important.
Some other examples of exceeding the customers’ expectations include: sending free promotional products, giving them your direct cell number, or offering an unexpected discount. When you’re available and accountable for your actions as an owner, your customers will see their expectations being met and will be more likely to keep coming back to your business..
2. Implement a Loyalty Program
If your business does not have a loyalty program, you need to create one to continue to engage with your customers long after their first visit. Because a lot of businesses have loyalty programs, it’s sort of expected that every business has one now.
Make yours standout by offering customers direct discounts on future purchases or a free promotional item for referring other customers to your business. This can be a tiered loyalty program that offers points, rewards, and other perks for signing up. As employees meet certain benchmarks, they can graduate to higher levels.
These tiers can be a simple as Bronze, Silver and Gold, or you can get creative and come up with unique names. This is not only a fun way to engage customers and show your appreciation, it will encourage them to continue shopping.
As long as you offer a creative approach that stands out from the typical loyalty program and make it worth their while, you will be successful..
3. Get Customer Feedback
You are not going to know what your customers think of your service and company unless you ask them their opinion. Asking for feedback about your customer service or product quality shows that you’re engaged in your business and looking for ways to improve.
You can ask your customers to write a review about your business on sites like Yelp, or you could dive deeper into the thoughts of a customer by creating a custom survey on sites like Survey Monkey.
To encourage customers to leave feedback, some companies offer incentives. These incentives range from gift cards and discounts on future purchases of your services/products to swag-bag goodies.
Last but not least, be prepared to handle any complaints you hear about quickly. Nowadays, with sites like Trustpilot, Glassdoor, and Yelp, reviews are posted online for the world to see and can cause irreparable damage if left unaddressed.
For this reason, every negative review needs to be addressed quickly and smartly to save your business’s reputation and to keep your client from seeking your services elsewhere..
4. Stay in Contact with Customers
Don’t forget to keep in contact with all of your customers (to the best of your ability) so, that your business stays on top of their mind. You may contact customers on a weekly or monthly basis, depending on your industry and the time of year. It doesn’t matter how you stay in contact, but some great options are monthly newsletters, email drip campaigns and direct mail marketing. As long as there is regular communication (whether by phone, email, social media, direct mail or in person), you’ll be building loyal customers.
Let your customers know that you appreciate their business or let them know about a special promotion. Follow these tips and your customers will become loyal to your business and you will see increased sales. You can’t beat that!.
Creating loyal customers is the dream of every small business. It says something about your company when a client decides to only use your services. This isn’t easy to do and it most definitely does’t happen overnight. But, following the tips and tricks in this post, you’ll start seeing customers return time and time. So, be patient, be consistent and genuine, and loyalty will follow.
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