Building customer loyalty is important to your business. There are various figures quoted, but it is generally held that the cost of finding new customers is 6-7 times greater than retaining existing customers and repeat customers spend up to 67 per cent more than new customers. Increasing customer loyalty will help to bring you repeat business and increase customer referrals.
We’ve found some ways to help build customer loyalty.
Building a lasting relationship requires communication. Communication means listening to your customer or client, as well as conveying your own message. Communicate when things are going well and when there are problems. When things are going as expected, bring it to their attention. When there are problems, provide the scope of the challenge and your solutions, preferably before the customer even knows that the problems exists. This builds credibility, confidence and trust.
One of the best ways to manage expectations is to be consistent. Be consistent with your quality, your responsiveness and delivery of goods or services.
Add a Surprise
Give your customers something more than expected. Don’t tell them in advance, just do something to demonstrate your appreciation. It can be as simple as a greeting card, email or small token to show your appreciation. Loyalty is a relationship, and it should be nurtured as you would care for a friend. Do not take it for granted. Source
Never ignore customer feedback
While customer surveys, forums and social media engagement will give you the feedback you need, what next? You should never make the mistake of ignoring or minimising critiques. Go through all the feedback and reviews given by your customers and thereby zero in on the issues and problems that they face while shopping on your online store. When you fix these problems, customers are sure to take notice and appreciate your responsiveness.
Customer loyalty programmes
It’s a good idea to bolster your relationship with your customers by introducing loyalty programmes as further incentives to use your e-store. There are a number of ways of doing this – exclusive discount vouchers, complimentary gifts on certain occasions and so on. Such initiatives will enable you to be always in touch with your customers and will go a long way in retaining their custom. Source
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