Customer Loyalty

Which takes less time, money, and effort?  Maintaining a loyal customer or nurturing a new one into a loyal customer?  Marketing experts the world over know the answer to this is, hands down, is that it takes less time, money and effort to maintain a loyal customer than it ever could to gain a new one!  How then should businesses be working to retain customers that they worked so hard to gain in the first place?  Let’s look at some of the methods used by marketing professionals to perpetuate a healthy, happy relationship with your current loyal customers.

  • Communication – Let your valued customers know what excellent service or product you ar providing them.  This could be via email, regular newsletters, social media or, most precious of all, a personal phone call.  These communications will let them know that you not only value their business but also want to remind them of what you are capable of doing for them.  If you provide a regularly scheduled service them a quick note or postcard to remind them that they are on your schedule is a simple and inexpensive way to make a contact prior to service.
  • Amazing Customer Service – Customer service for loyal clients should always go the extra mile.  Keeping the current clients happy should be a top priority therefore this may mean taking special care if there is an issue or a need that the customer has.  Having a specific person assigned to each client can help with continuity as well as ensure that they are handled in a timely and personal manner.
  • Reward Loyalty – Many companies have special incentives for customers who keep coming back.. This may be in the form of bulk deals, coupons, loyalty cards, discount days or special pricing for multiple orders.   Regardless of how you format the incentive, rewarding people for their loyalty and giving customers a tangible reason to return is always a good idea.
  • Follow up – Part of a pleasant experience for customers is the customer service and the value of the deal.  But another part is the follow up.  Call, write or just check in to find out what satisfied or dissatisfied the client.  Is there a way to make a wrong right or improve the service?  This will be a good way to find out.  This knowledge of the client means that your business may not only be able to fill the needs of the customer but possibly even anticipate the needs.

Leave a Reply