Every business owner dreams about gaining loyal customers. They not only spend more money on average than new customers but they also serve as free marketers for your company. Transitioning someone into a loyal customer takes tremendous time and effort, but it pays off in the end. Here are three ways to develop a strategy and create loyalty with your customers!
Manage Customer Experience
The best way to bring customers back is to give them a great experience. You don’t want to guess what customers are enjoying or not, so ask them how your business is doing. Seek their feedback and advice. Learn what you did right from happy customers, and what you can improve on in the future from the unhappy ones.
When things go wrong, take immediate action. You can turn unhappy customers into loyal customers if you handle their issues well. Use feedback forms, read reviews, and stay on top of social media to manage your customers’ experiences.
Get to Know Your Customers
The most important first step you can take in establishing loyalty is getting to know your customers better. Think about how you feel when you walk into a coffee shop and the employees not only recognize you, but they also know your name and your regular order. Or when you receive an email from a brand you like with a birthday note and a discount on a future purchase.
This is where technology, such as WiFi marketing, can help. WiFi marketing platforms like Zenreach collect demographic information and track customer visits. When a customer comes into a store, they can use a customized portal to connect to the WiFi in exchange for an email address.
This allows merchants to send personalized offers that are based on what you know about a customer and when they visit. So instead of relying on employees to remember and reward customers, it’s handled automatically.
Build a Foundation for Customer Loyalty
A dedicated loyalty program that rewards every single purchase on an incremental basis is a great way to drive visits. This has been proven time and time again by credit card and airline loyalty programs worldwide.
If you don’t have an app, email can be used. Start by following up all first-time customer visits with an engaging welcome email, complete with an offer and a short customer satisfaction survey. This lets them know you not only appreciate their business but you also want to see them again and know how their experience was.
Next, set up multiple emails to keep in touch, appropriately spaced out—nobody wants an email from a business more than 1-2 times per week. These emails can be simple updates about your business, any specials or sales you have going on, or perhaps any events you may be hosting or attending. Be sure to offer something that will actually excite people.
Don’t forget to track customer loyalty so you can treat your best customers like royalty and keep them coming back. It also helps to know if your offers are attracting repeat visits. If not, try something new.
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