As a business, you will naturally be looking for new customers. It’s only the logical step for growth. However, you might be ignoring your existing customer base trying to chase new ones, and that might have dire consequences on your business. Studies have shown that retaining a pre-existing customer base can be many times more affordable for a business than trying to attract new ones. Here are a few ways to retain the customers you already have.
Personal service
Customers often rate personal satisfaction from service as a more important factor than the actual quality of the product in case of brand loyalty. A customer is more likely to purchase your product if you have better service. Giving customers a personalized experience when serving them can give them positive feelings and have them purchase from you more often.
Social networks
Social media has made it very easy for businesses to be able to keep in touch with their customers. Many brands worldwide use social media as a tool to strengthen their loyal base of customers. From McD to Arby’s, social media has become a platform to engage customers. Using Twitter, Facebook and the like are now used for surveys, rewards and even to change negative perceptions of a brand. Make the customer feel like you are listening to them and being compliant with their wishes, and they will reward your business by buying your products.
Timing
Timing is key in customer engagement. Studies show that a brand that replies to a customer query promptly will always be chosen by customers versus a brand that doesn’t reply as soon as possible. Most global brands have dedicated teams of customer service-people just to communicate with their customers. When a business replies quickly to their customers asking questions and takes necessary steps to listen to their orders and demands, the customers will naturally gravitate towards your business over your competition.
Responsible
Customers like businesses that show they can take responsibility for their actions, not just advertise their positive actions. If your business makes a mistake, you must make a point to address the problem, apologize and make amends for it as necessary. If not, your customers may think of your business as ignorant and may go so far as to boycott you en masse.
Encourage engagement
You should always look to encourage engagement among your customer base. You can hold contests and reward the winners. You can update your customers with different promotions, reward programs and updates to your line-up of product offerings. You may not have heard from certain long-time regulars. Don’t be afraid to reach out to them and ask how they are doing. These methods may not see an immediate spike in your sales revenue, but they are a good way to keep your products fresh in the minds of the customers.
If you’re looking to retain customers, eLoyaltyapp is an app that lets you reward loyal customers and retain them. Click the link to learn more and retain your existing customer base.