Keep your revenue flowing by keeping your customers loyal. Loyal customers spend 67 percent more than occasional customers, so focusing on repeat business is crucial. How can you do that?
Successful business owners know that establishing and maintaining strong relationships with their customers gives their business a solid foundation for growth. This is what keeps customers loyal. When customers have a relationship with you, they are more likely to purchase repeatedly.
Personalized customer experience can help judge your customers’ behavior towards your brand, and CRMs, like Microsoft Dynamics 365 CRM, help a lot.
Customer Service as a Priority via Personalized Customer Experience
Study results from Microsoft show that 90% of consumers consider customer service an important factor when choosing a brand.
A company’s customer service must be the best if it wants loyal customers. Each customer’s interaction with your staff is evaluated, and a judgment call is made about your service.
You keep score when a customer stands in line, makes a return, calls about a broken product after purchase, asks a question on Facebook, or works with an employee to find the perfect gift in your store.
It refers to having courteous, helpful, and efficient staff in-store, having a customer support team that is accessible and able to resolve problems promptly, and answering questions quickly – even via social media.
Research suggests that customers want service via social media and expect a quick response. Forty-two percent of consumers expect a response on social media within an hour, and 32 percent anticipate a response within 30 minutes.
Rewarding Your Customers
It is important to reward your customers for their loyalty to keep them coming back. Create a loyalty program that offers customers discounts, gifts, and exclusive offers.
Seventy-one percent of consumers who are members of loyalty programs say their membership is an important part of their relationship with brands.
What makes loyalty programs effective? Loyalty programs make customers feel appreciated. Your customers are willing to spend their money wherever you are. That’s not a small gesture, so consider offering a loyalty program.
You probably rolled your eyes when your mom gave you advice as a teenager, got defensive, and said something like, “She doesn’t know what she’s talking about.”
It’s not uncommon for businesses to react like teenagers to customer feedback. They don’t want to hear valuable advice – especially if it’s something they don’t want to hear.
It is important that every business solicits customer feedback and listens to it.
You should fix a poor layout in your store, for example, if your customers complain about it. Let the customers know that the improvements have been made.
It’s a great way to demonstrate to customers that you are not only reading their feedback but also acting on it.
Your customers will return if you make life easy for them. Consider how you can make the customer experience faster or easier. You might want to consider simplifying your checkout process so that your customers can enter and exit the store very quickly, rather than forcing them to go through a maze of menus over the phone.
In response to the ongoing COVID-19 pandemic, many consumers have changed how they think about shopping. Channels and options that were once viewed as convenience are now considered essential. Three-quarters of respondents said they are shopping less often. More than 30% of millennials are shopping online more frequently. Provide delivery and pickup options to cater to their needs.
Engage Your Customers
In other words, “Out of sight, out of mind.” As such, it is important to stay visible to your customers. If you only interact with your customers when you want them to buy something, you will have trouble retaining them.
Consider how you can solve your customers’ problems and teach them how to better use your products and services by sharing tips and tricks. You can build trust with your customers by providing customer education. Conductor research indicates consumers are 131% more likely to buy a product or service from a company that educates them about it. Think about creating a blog for your beauty and spa business to share tips on making a pedicure or manicure last longer, and send an email to customers who just had their nails done with those tips. This valuable content can show your customers you care and make them feel special.
You can show that you appreciate your customers by providing them with branded swag relevant to your business. You could, for instance, partner with another fitness accessory provider to offer a small gym face towel to those who supported your online classes during the pandemic and the first group of customers to return to your business.