Maintaining customer loyalty is essential for any business that wants to create a sustainable, profitable enterprise. If your customers are happy with your business, they are more likely to come back and recommend your products or services to others. They may also spend more money on future purchases. So how do you start building customer loyalty?
Here are seven secrets that will help your Baltimore business create devoted customers who will stick by your side through thick and thin.
1. Get to know your customers on a personal level
People appreciate businesses that make them feel like valued individuals, not just numbers. So get personal with your customers. Learn their names, their interests, their buying habits, and anything else that will help you build rapport.
For instance, on your next customer call, start off by asking how their day is going. Or on their birthday, send them a personalized email with an exclusive deal such as a discount code or a coupon. Small efforts like this can make a big impression and inspire loyalty.
Related reading: Effective ways of securely collecting customer data
2. Create a loyalty program
Loyalty programs are excellent motivators for customers to keep coming back. They offer rewards for repeat business and encourage customers to spend more to earn those rewards. You can structure a loyalty program in many ways, but for it to truly work, you need to make it easy for customers to participate and offer rewards that are actually valuable to them.
For example, you could give loyalty points for every purchase they make, which they can then redeem for discounts on future purchases. Or you could offer special deals and early access to new products or services.
3. Set up a referral program
Your happiest customers are your best promoters. They’re the ones who will sing your praises to their friends and family, and convince them to give your business a try.
It would be a shame to miss out on this valuable marketing tool, so set up a referral program that incentivizes customers to refer new business your way. You could offer a discount or a trial product or service for every successful referral.
4. Play to your strengths and values
It's critical that your customers are aware of what sets your business apart and why they should come to you instead of going elsewhere. That’s why your marketing message needs to communicate your unique selling points loud and clear.
Highlight your strengths, whether it’s your amazing customer service, top-notch quality products, or competitive prices. And make sure your values shine through as well. If you’re a family-run business, let customers know that they can expect service with a personal touch. If you’re environmentally friendly, make sure they know how their purchase will help save the planet.
5. Connect with customers on social media
Social media is a simple yet effective way to stay connected with your client base. Use it to share valuable content, answer customer questions, and give them a behind-the-scenes look at your business.
And don’t forget to acknowledge customers when they leave you a message on social media platforms. Thank them for their positive reviews, and address any negative feedback in a prompt and professional manner.
6. Encourage feedback
Show your customers that you value their opinion by regularly asking for feedback. You can do this through surveys, customer reviews, or even just casual conversations.
Then, use the information you gleaned to improve your business. For example, if customers are unsatisfied with a particular aspect of your service, make changes to fix the problem. If they have ideas for new products or features, see if you can incorporate them into your offerings. Acting on your customers’ feedback will show them that you’re listening to them and you care about their experience.
7. Give customers the option to save their details
Make it easy for customers to do business with you by allowing them to save their contact information and preferences. This way, they won’t have to start from scratch every time they want to make a purchase.
For instance, you could allow them to create an account on your website, or save their payment information for faster checkout. You could also give them the option to subscribe to your email list, so they’ll always be the first to know about new products and deals.
With technology, it’s easier than ever to engage with customers and build loyalty. NetQuest can help you take advantage of these tools to keep your customers happy and engaged. Send us a message to get started.