The truth is, it will cost you more to acquire new customers than retain the existing ones, which is why you should always treat them with respect before and after they make a purchase. Keeping them coming back is also a great way to grow your business; after all, they are essential for business growth.
Here are the best ways to delight them and make sure they remain loyal to your brand:
Set customer expectations. When using this method, make sure you do it early. By doing so, you will be able to eliminate uncertainty regarding the level of service you need to offer to make sure your customers are happy. With such a clear vision, your company will be able to build key performance indicators (KPIs) around specific expectations, ensuring that you are always delivering what is necessary.
Encourage customer feedback. Asking a customer about his or her experience of using your service or product will show that you are engaged in your business and are searching for ways to improve. You can also consider sending satisfaction surveys directly to them and make sure you respond to comments that you receive. Not only will this give you valuable feedback that can help you make improvements, but it will also keep your business in your customers' minds.
Highlight a customer experience. You can do this by showcasing one of your clients in your office or selling area, in a newsletter or in a tweet on your official Twitter page. You see, your customers would appreciate a little attention paid to their cause or to themselves. If you have a client who is running a charitable activity, then you can offer to mention the cause in your blog post or put up a flyer about it in your establishment.
Consistent communication. By reaching out to your customers regularly, whether via coupons, newsletters or invitations, they will hear from you about new products, services or events that you will be having. Also, this will send a message that you care about more than just selling.
Build trust through good relationships. As you may already know, you should do business with the people you trust. Research shows that as trust increases between you and your customers, commitment will also tend to grow. It is then recommended to build trust through shared values. For example, you can send wedding or birthday wishes to let your customers know that you care.
Do not forget to say "Thank you". Keep in mind that your customers like to feel appreciated, especially when they have spent money with you. There are a lot of ways to do this, but it is better to do it in person at your location. If you are doing business online, you can include a message of gratitude after a purchase or send a separate email message to express your thanks.
Do you have other suggestions to retain customers? You can share it with us here at The British School of Etiquette. We would be happy to hear from you: