Lior Levin of Iadvize has compiled a loyalty checklist for us all to think about, which will encourage that loyalty from our customers.
If you’re familiar with the Pareto principle, also known as the 80/20 rule, you’ll know that roughly 80% of your sales will come from 20% of your customers. This is why it’s important to win and keep loyal customers so that you constantly have those sales coming in. These tips will show you how to effectively gain loyal customers.
People love free items, rewards and incentives. Whichever you choose to use, you can be sure to get loyal customers who will continue coming back for more. If you go with a free trial, be sure to offer the trial long enough to hook customers and reel them in. Anything under 1 week is really not enough time for customers to fall in love with something. Free items are also great for bringing new people in and spreading the word about your company. Offering a new incentive every so often (ie. every week/month/3 months) is also a great way to win loyal customers.
- Be Attentive, Respond Quickly
Having excellent customer service should be a top priority in any business. Customers do not like waiting on responses, so the quicker you respond to them and the more attentive you are to their needs, the better. You may have to hire extra employees just for customer service, but it will pay off in the long run when your loyal customers start spreading the word and your customer base increases. When customers do not receive responses in a timely manner, they’re quick to tell as many people as they can about the bad customer service.
- Keep Improving
There’s nothing worse than an out of date product or service. If you want loyal customers, you must continue to update, improve and evolve. You have to keep up with the times and stay ahead of the competition. If you go too long without any updates, customers will move on to the next best thing. If you cannot update as often as you’d like, it’s a good idea to lower prices or offer more incentives to try to even things out.
- Act On Feedback & Criticism
It’s one thing to listen to feedback and criticism from your customers, but it’s another thing to actually act upon it. Services that take their customers’ opinion to heart and make improvements based on their suggestions are the ones that have the most loyal clientele. When you listen to your customers it makes them feel special and appreciated. This then causes them to go and tell other people about your company and you gain even more loyal customers.
- Don’t Be Cheap
People definitely like to get their money’s worth. No one wants to buy a product and then be disappointed because it’s not up to par. It may take a little more money to make your product or service top notch, but it’s worth it in order to satisfy your customers. No one wants a cheap product or service; this just causes frustration, anger, and results in badmouthing. You want to keep your reputation as good as possible in order to win loyal customers. Just one bad review could keep away hundreds of potential customers. Just remember it’s better to have quality over quantity.
Now that you know how to win loyal customers, all that’s left is to act on it. Using this tips is a sure way to keep your customers coming back for more. Don’t ever let your self rest just because you don’t hear negative feedback. You should always look for how to improve because that is, frankly, what you’re competitors are doing at the moment.
This was a guest post by Lior who works for a neon signs store and also is a marketing advisor to a company that developed a live chat customer support tool.