Repeat customers can be more profitable
#1: Give Loyalty Rewards
Loyalty rewards can often be a main reason a person chooses to buy from somewhere again. They can be done in a variety of ways, from a points system to a loyalty card that entitles them to a free product after a number of purchases. In fact, 58% of respondents buy from stores and brands whose loyalty programs they belong to at least once a month. This just goes to show that you need to introduce a loyalty program sooner rather than later!
Loyalty rewards can also be much smaller things, such as an email offering 10% off their next order.
#2: Personalize The Customer Experience
Personalizing the customer experience always makes a customer feel special. They want to feel like you care. It doesn’t matter that you’ve probably never met in person, and that you probably get a ton of customers; making each customer feel like they matter and that you care about their individual happiness is key.
The fact is, people aren't going to choose to carry on working with you just because you offer a fantastic product. This will help, of course, but what really keeps people coming back time and time again is how you made them feel. How are you making your customers feel during the process? Sometimes, something as simple as sending a handwritten thank you note or email, including their name and telling them you hope they like their purchases can go a long way. A handwritten note is often a lot more powerful, as somebody had to sit down and write it - there’s no way a system could have created it. It really does make a huge difference. You could even choose to include some surprise free samples to further make your customers smile.
#3: Figure Out How You Can Make Your Service Better Than Your Competitors
Knowing what your competitors are doing is key. You need to figure out how you can differentiate your service and make it better than your competitors. How can you swing things your way and make people who are interested in what you both offer choose you instead?
This can depend entirely on what you offer, your industry, and more. However, sometimes it can be as simple as choosing to offer free next day delivery. Waiting for delivery, and paying a ton extra for it is often a pain to a customer. They want to be able to get things as quickly as possible, and many of them are put off a purchase even if it’s just a few extra dollars. Why not offer free next day delivery on certain days, or make it a regular thing with purchases over a certain amount? Brainstorm to get an idea of what you can do to be better for them. Put yourself in the customer’s shoes and focus on them as you hone the overall experience.
#4: Create An Email List
Making sure you stay in your customer’s minds is key if you want them to come back. Creating an email list will allow you to get back in touch with previous customers and talk about your current offers. You don’t want to spam them, but you don’t want to give them too much time to forget about you, either. Collect emails and come up with an email marketing plan that will work. Make sure you focus on your other online channels, too; give incentives to follow you on your social channels, and make sure you are using them effectively. Work on building a strong online presence so they know you’re not going anywhere.
Whatever you do, don’t let them forget you!
#5: Ask Customers For Feedback and Listen To Them
Finally, if you’re unsure of what you can do; ask your customers for feedback and listen to them. A lot of people won’t willingly give feedback unless they are asked for it. If they are unhappy with a service, or simply just not happy enough to use it again, they just won’t say anything. They’ll disappear and find some other company to work with. By asking for feedback, and perhaps even giving them an incentive to give it, such as a discount or sample, you will get a good idea of what you can do to improve.
You might think you know what’s best for your business, but the fact is, all businesses need to be hyper focused on the customer and their needs these days. If you don’t show them that their opinion of you truly matters, and that you’re willing to do something about it, they’ll probably get the impression you’re not bothered. Put a focus group together, ask for opinions on the street, send out an email, do Instagram polls - you have so many options, that not doing this is unacceptable!
Begin using the 5 techniques above to retain customers and your business might experience success like never before!