We live in a world where growth hacking and overnight successes are the highlights of modern business journals. Due to this, a lot of small business owners will focus the bulk of their resources on generating sales and acquiring new customers. While you should certainly be trying to attract new leads to your business, you shouldn’t let this distract you from the value of customer loyalty and retention. Once you’ve acquired a decent customer base, here’s how you can keep them…
Be More Convenient than Your Competitors
When your customers have an issue with your product or service, or they want to do something outside of your usual system, they don’t want to have to fill out some stupid, stressful form or wait in a ticketing system queue for days on end! They want to contact you using a simple platform, and they want you to get back promptly. In many cases, people’s loyalty to your brand is a direct measure of how convenient you make their experience for them. A lot of the time, one of the quickest and most effective ways to do this is adopting a new piece of technology, such as order tracking, hotel booking systems, or simple communication tools like a chat window for your website. If you focus your resources on creating a convenient customer experience, brand loyalty will naturally fall into place. Your customers want to spend less time dealing with businesses, and more time enjoying their products or services!
Dish Out Upgrades
If you have customers who are actively engaging with your brand on a regular basis, then these are the people you should be going the extra mile for. If you have an existing product line that’s been seeing some long-term success, thank your loyal customers by sending them something they haven’t tried before. If you have a premium tier of your service, and there are people who have been on a lower one since you started your business, let them bump up to this upgrade at no extra cost. The actual burden on your resources is going to be tiny compared to the massive, positive impact these customers will have through talking to their friends and family about the upgrade you gave them.
Take your Customer’s Advice, and Remember to Credit Them
One of the most effective ways for you to make sure your customers are loyal to your brand is creating an emphasis on constant improvement. Instead of making changes based on data or your gut instinct, make an effort to find out what your customers want to see next. For example, you could formulate a poll covering various ideas you’ve been throwing around, and distribute it to your existing customers through social media, your blog, and email. You should always give your customers some kind of platform for suggesting things you didn’t come up with yourself, and every now and then, offer an incentive for their feedback. Even if it’s a chance to win something small like a gift card, this can have a huge impact on the response you get.
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