Has a business ever gone above and beyond for you, promised you something and over-delivered, or made you feel incredibly special? What did you do? How did you feel? Chances are, you most likely told others about your positive experience. You should use these experiences to provide the same feeling to every customer you interact with to help your business grow. Doing so will help build loyalty within your customer base that lasts a lifetime and will lead to repeat sales.
Below are a few ways to help you get started with building loyalty:
- Provide amazing customer service. This one’s a no-brainer. One of the most important ways to build loyalty and trust with your customers is to provide them with exceptional customer service, both on-and-off line. There are a few companies that I make purchases from that I have no problem calling if an issue arises, and there are a few I can think of that I absolutely dread ever having to interact with. Be sure to be there for your customer before, during and after the sale and always respond to questions and concerns promptly (and with a smile).
- Get feedback. The best way to determine how your customers perceive your business, product/service is to just ask them. Ask for feedback/reviews often and always thank your customers for their time. Address issues/concerns, and act upon suggestions whenever feasible; doing so will show your customers that you actually value their input. Think about it: how does it feel when you suggest something in any situation and your suggestion actually gets implemented. Pretty great, right?
- Be different. Strive to always provide something above and beyond what your competition does to increase the likelihood that your customers will choose your business over any other options. You can differentiate your brand by using a number of various factors without having to lower your prices; you can offer free shipping, quicker shipping options, 24/7 customer support, etc. These little perks may seem like an added cost to you, but they will pay for themselves when your loyal customers let their friends, family, etc. know about their experience and why they should choose you above the other competition.
- Make your customers feel special. There are many ways to go about doing this: you can send a personalized card (or email) after meeting with your potential customers, when they sign a contract, on the anniversary of their renewal or even for the holidays. You can also offer them great little deals and discounts to let your customers know you’re thinking about them.
- Keep your customers in the know. Adding a new product or service to your line? Enhancing your product? Scrapping or adding new features to an existing product? Let your customers know. Be as transparent as possible—always. Not only will your customers become excited over the positive changes, they will feel like they were a part of the process.
There you have it—5 ways to build customer loyalty. Many of my suggestions are quite easy to implement, but remember building loyalty takes time, so be patient. Good luck!