We have assembled five simple steps, for the ever-improving business owner/manager to implement into his or her business, giving customer retention a boost. It’s well-known, most successful people in business would rather keep a customer than to have to find a new one. We could not agree more! Out of Ten has to put together this top-five list of ‘must do’s’ to drive lucrative repeat custom.
First of all, Reward Loyalty… Regular customers can sometimes lead us to become complacent. We often forget, every time they a shop or online they have a choice. They have a million options! Think about a loyalty scheme. One end of this spectrum is ‘buy nine coffees & the 10th is on us!’ to a tiered points structure, similar to significant airlines or Hotel chains. The small gesture of working towards a discount or freebie is what counts & more often than not, a good enough reason for the customer to return.
Be personable. It may sound like a simple one but easily overlooked. Take the time & effort required to make your customer feel special. If your business is small enough, you should attempt to learn your customer’s name, hobbies & interests. Or if you’re a larger company, put processes in place to enable you to get close to this. Treat your customer as the person and individual they are, not just a customer or even worse, another number!
Then a big one, customer feedback. If you do not measure your customer satisfaction with useful feedback that has any strategy behind it, you are simply in a reactive state, not proactive. The best way to summarise the importance of feedback is to start thinking of your customer as the heartbeat of your company. Feedback is how you monitor the pulse. Feedback will tell you everything from what’s right, what’s not, what you could change, and how you could improve your business. Kate Zabraske once said, “the customer’s perception is your reality”, and this is hugely relevant in today’s society. Everyone knows you should ask for feedback, but as a business owner or manager what systems/processes do you have in place to ensure this happens regularly and effectively?
With social media and personal opinions at pandemonium, acting fast on negative feedback and company errors is paramount. We would even go one step further in adding if you do recognise a problem though feedback or in real-time, be sincere! Every unhappy customer tells, on average, nine others about their negative experience. When you are well planned enough to capture this, be sincere & do what’s right by the customer. If this is executed fast and with sincerity, you will be blown away by the gratitude from the customer and almost certainly have earned another chance to win them back. So simple, yet so rare!
Finally, gather reviews! If you have regular customers, who keep coming back for your sterling service, encourage reviews. As we sit here in 2019, heading into 2020, We firmly believe that online reviews are the new ‘word of mouth’ marketing. We all know how effective and trust-building and positive endorsement of your business can be. There is no more significant, more accessible and widely used wold of mouth platform than the internet! With an array of five-star reviews and testimonials from real customers, watch your business grow with a new customer walking through the door.
9 out of 10 people now read online reviews before trying somewhere new! Need we say anymore.