||Four great tips to secure customer loyalty
Friday, June 8, 2012
It’s a well-known fact that retaining existing customers is
much cheaper than gaining new ones. Despite this, many retailers focus their
efforts on attracting new customers while paying little attention to current or
past buyers. Below are four tips you can use to secure customer loyalty:
- Reward your best
customers – Give regular / big spending customer treats such as 10% off
codes or free delivery every now and again, especially during gift giving
periods such as Chritmas, Mother’s day etc. This will make them feel valued and
secure their repeat custom.
- Always be available
to answer queries – Ensure you answer any questions your customers may have
within 24 hours (the sooner the better!). Spend as much time as you can spare
giving accurate and personalized replies.
- Correct mistakes –
If you have an unhappy customer because of something like delayed delivery or
an incorrect product being sent, do as much as you can to correct the issue.
Send them a personal email, even call them to apologise and offer 10% off or
free delivery on their next order. This will also reduce the likelihood of them
spreading negative views of your business.
- Use Social Networks
to create and maintain relationships – Having a presence on Facebook and
Twitter is great for your business. You can offer ‘member exclusive’ discounts to
your Facebook friends and Twitter followers and use the platforms to spread
news about current promotions.
Many businesses now also use Facebook and Twitter as a
customer service tool, for example a customer may write a complaint on your Facebook
page, if you answer this complaint and offer a satisfactory solution, other
people will see that you care about your customers.
Start implementing these ideas today and see how
effective they are in creating a loyal repeat customer base for your business.