Customer acquisition is the first and big step! But the next step – getting these customers back – is the ongoing work. Your customer base can act as your cheering stick as long as you ensure that your customers feel comfortable with your brand. Sure, they may need your products, but there's a good chance they'll be from a competitor. So you have to stand out and always keep an overview.
Once your customers are emotionally attached to your product or service, they know what they want and feel they need it. At some point, they even become trademark lawyers. But it takes time and effort to make it a reality.
Loyal customers have habits that help your business. B.:
One of the cornerstones of loyalty begins with sympathy. One of the best ways to get people to like you is to build a mutually beneficial relationship. It is therefore worthwhile to get to know a customer more personally (hiring a personal account manager can be helpful).
Quality experiences are more valuable than money. Think about it: Therefore, gifts that offer experiences can mean more than buying material items. If you already have a community of loyal customers, you can offer them a special experience compared to other discounts or referral bonuses. This kind of reward means gratitude for your loyalty and shows that you want to return the favor. This is also a natural and authentic way to get involved in social media.
Build a community where customers (and potential future customers who invite them) share useful content and have the opportunity to communicate, discuss, and share opinions and feedback.
Feeling special feels good, and that can mean a long way in customer loyalty. Your customers should feel that they are being treated better than the others. Why? Because they made a decision to choose you. Use this example, which you are probably already running: You start a new service, a new product or a new function. Send a quick look at your current customer database before officially making it available to the public.
There is nothing wrong with speaking to your customers when it comes to the business they do to you or when they need your support but are committed at other times. Learning to understand their likes and dislikes can strengthen loyalty. Expand your communication with customers so that the conversation isn't just about business.
Create a human element when sending messages to a customer. Personal treatment by a team member who checks in or comments on social posts with tags or hashtags for your brand keeps you up to date and gives you a level of appreciation, even if you are inevitably in shopping mode.
Numerous studies show that customers remain loyal to brands, do not hide secrets and do business in a transparent manner. Openness to a process, a situation or a quality declaration is recognized by the customer.
Your customer database contains stories and experiences that are worth sharing. When you highlight these customers and embed their story into your brand, the conversation is less about the business than the customer.
The simple things matter. For example, send a birthday card or an anniversary reminder. Customer loyalty is built and maintained through a personalized service that makes customers feel seen and not just another number.
Giving is not just about discounts or offer codes. If customers receive their order earlier than expected, this is an example of a return. This kind of action is noticed by most and is reliable – they can rely on you and will come back next time they need something quick. And that can also work for a service company, but finish work earlier than expected.
Not all of your products or services are suitable for a customer, and that's fine. Instead of leaving them in the middle of nowhere and not finding a solution to your problem, you become a resource. Know which business to recommend and show that the end goal is more important than spending money on your brand.
Reprinted with permission. Original here.