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Tips To Help Retain Loyal Customers For Your Business

Estimated reading time: 5 mins

Loyal customers can have a great impact on your business for the simple fact that the more returning customers you do have, the longer your company will continue to thrive if it’s making money. Reputation is important, and being reputable both online and offline can ensure potential customers are picking you to buy from instead of your competitors. Here are some tips to help retain loyal customers for your business.

Improve Your Customer Service

Customer service is one area of business that can often be forgotten about, but it’s important that you’re always making the effort to interact and speak to your customers on a personal level By bettering your customer service, you improve the quality of the relationship that you have and their experience of the business itself. An attitude of not wanting to help or be responsive to customers isn’t going to leave a great impression on those who shop regularly with you or those who have just brought their first product or service. If there’s no way of communicating with you, it’s frustrating, and so you must be open to communicating more with your customers. It’s a part of running the business and one you must get right if you want to sustain loyalty over a long period of time.

A good way to do this is by expanding your forms of communication and improving them where needed. From business telephone systems to those who keep an eye on social media queries or complaints, having more options can suit every customer whether they prefer to speak online, over the phone or via post.

Always Look To Better Your Products Or Services

There is always room for improvement within any business, especially when it comes to products or services that you provide. Not only is it good to upgrade and tweak what you sell, but it also helps to create a loyal following and to make more sales as a result. Perhaps it’s troubleshooting some of the services you provide and finding what upgrades you can do in order to make it better and therefore resell it? When it comes to products, it’s worth listening to the reviews that have been given and find out how you can make them better. Sometimes it means investing some of your profits into improving them, but it’s all worth it when you’re trying to build a following. Find the faults and fix them where you can to improve your product or service overall.

Ask Them For Feedback

Feedback is something that customers will always want to give, especially if it means they’ll get more value out of the product as a result. When it comes to your customers, give them the opportunity to leave feedback. It could be at the end of a purchase, or it might be good to adjust your email marketing in order to send out a review or feedback request a few days after the purchase? Make it easy enough for your customers to give their honest feedback and take all of that feedback constructively, rather than taking offense. There’s going to be people that are complaining for the sake of it, but there’s likely to be truth and a need for exploration of those problems if they are consistent in your reviews.

Consider A Loyalty Programme

Loyalty programmes can be a great way to gain customers and to keep them purchasing your products or services. When there’s an opportunity to gain something for free, it’s likely to be more appealing. You want to make your loyalty programme worthwhile, rather than offering very little. If you’re running a retail business, then perhaps you can offer a freebie after several purchases? You want to make it a good enough offer so that your customers are going to buy more of your products but not too much that you’re going to be losing a lot of money in the process. There needs to be a balance, so look at existing loyalty programmes and which ones are more popular than others.

The appeal of signing up to a loyalty programme is that it’s worthwhile, so ensure that’s the case before you start making it available for your customers both current and new.

Be Quick To Resolve Issues

There are always issues with a product or service that you provide, and it’s important that you don’t ignore these complaints that you receive from customers. In most scenarios, you want to do your absolute best to resolve a situation, rather than saying there’s nothing that can be done. That’s frustrating for a customer and can often lead them to have a bad experience with your company and perhaps bad-mouthing you to their friends and family. Word of mouth is certainly a powerful form of advertising that you want to take advantage of for the right reasons and not for the wrong ones. Find solutions to the problems that have happened and try to create a positive experience for each and every customer, even if they don’t come back and shop again with you.

Create A Community

A great way to help boost your loyal customers is by creating a community. The online world is certainly a big influence for a lot of businesses nowadays, and it’s important to utilise where you can to elevate your business. Social media is great if you want to create a community of followers, and this community can be great for business. The more people that you’re interacting with online and creating that bond, the more of a reputable brand your company becomes. Work on how you can interact more with your following on social media and through your website.

Look at what your competition is doing when it comes to building their own community and take a bit of inspiration for your own.

Retaining loyal customers is always good for business, and it can certainly help with the longevity of your company. Use these tips to help retain customers for your business and to build a company that’s reputable.

 

About the author /


Simon is a creative and passionate business leader dedicated to having fun in the pursuit of high performance and personal development. He is co-founder of Applied Change, a Business Change consultancy based in the UK. Simon is also an Ambassador for Gloucestershire business. Simon is an Associate Member of the Chartered Institute of Professional Development.

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