Simple Strategies For Boosting Customer Loyalty – Winning over a new customer is great, but keeping them coming back is what you’ll really want to be able to do because a loyal customer spends more with you over time, but they’re also more likely to recommend you to others, and they’ll trust you and give you useful feedback too.
Of course, if you want customers to be loyal, you need to work hard to ensure it happens because loyalty doesn’t usually happen by accident. With that in mind, here are some simple strategies for boosting customer loyalty.
Start With The Basics
Before you even think about giving customers rewards or coming up with special offers, it’s actually worth checking that your basic service is correct and that people like it and it’s doing something for them. Otherwise, no matter what else you do, you’re still not going to impress anyone or get them to come back to you.
So is your communication clear? Are orders fulfilled on time? Is your support team helpful when things go wrong? The point is that getting the fundamentals right is the foundation of loyalty, and people aren’t going to return if they don’t trust you to get it right.
Make It Personal
People want to feel like they’re more than just some money to you, and that’s why, if you can personalise the customer experience (even in very small ways), it can really go a long way and make a difference.
You might want to take note of birthdays and make sure you remember them, for example, or perhaps you could recommend products based on past purchases. In fact, just calling people by their name in emails can be enough. In the end, it’s these little touches that build up a good connection, and that’s going to turn into loyalty.
Surprise Them
Unexpected gestures are often the most memorable, and a small thank you note tucked into a parcel, early access to a new product, a discount code they weren’t expecting, and so on, can all leave a positive impression that really lasts. However, you’ve got to be careful with discounts, and if they’re not going to work for you, there are other things you can do.
One of those things is to send physical gifts, and that can be seen as even more thoughtful than anything else. You could send out limited edition goodies or beautifully packaged hamper baskets to loyal customers or people who’ve spent a lot of money in your business, and that’s a great way to show genuine appreciation.
Ask For Feedback
If someone takes the time to tell you what they think, it’s exciting because they’re already invested in your business – they like it but want to make it better or help you out. It’s a great idea, in that case, to make it easy for people to leave feedback, and it’s even better if you can take that feedback and actually act on it.
When customers see that their ideas and suggestions are being used and real change is happening, it shows them that their voice matters, and that’s a good way to show respect, which will make them much more loyal to you.
Featured image by Blake Wisz on Unsplash.
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