Whether you have a start-up business or have been running your business for a while, you know how challenging it can be to win new clients. You can allocate time and money promoting your products to customers in order to get one sale, depending on your industry. But even if a first-time buyer makes a purchase, there’s no guarantee when that person will make another purchase.
The huge chunk of your customer base who frequently avails your products or services could be your business’ biggest asset. When you modify your sales & marketing strategies, you gain potential buyers, cultivate repeat consumers and reap rewards.
Here are ways to build long-term relationships with your customers, fuel a sense of lifelong loyalty in them and improve your bottom line.
Harness Your Communication Skills.
Whether it’ll be our personal lives or work, communication is the core of every good relationship. So when it comes to dealing with customers, communicate with them in a way that they’re treated like human beings, not as wallets. If you don’t treat your peers like a bunch of purses and wallets, don’t do the same to your customers.
Always provide value when dealing with consumers by sending out insightful blog articles and emails every month. In this way, you’re giving them a wide view on what your company is all about. You’re also not asking for anything in return.
Additionally, assign a staff who will answer to customers on social media. Engage with your customers and see to it that there are no questions left unanswered. You’re not only helpful and authentic but you’re also actively communicating with them. When it comes to building trust and customer loyalty, excellent communication will definitely go a long way.
Make customers feel valued and appreciated by encouraging feedback. Be open to every customer feedback even if it includes a negative one. It is crucial to relationship-building and also serves as free advice to better your company.
Start by including an email survey for every order a customer receives. Keep it short and simple so customers can easily fill it out. If they have clarifications, reach out to them immediately. Moreover, encourage customers to leave you a comment on Google or Yelp. Check the reviews, make sure you acknowledge the comments and reply in a timely manner.
Respond to Customer Complaints Professionally.
Customers will encounter problems from time to time. When they are in need of assistance, it’s essential to provide outstanding service regardless of how many times they have availed your products or services.
Be sure to track online mentions of your business, especially customer complaints mentioned on review sites or social media. Don’t scare off potential buyers by letting them see those complaints unaddressed. Remember to use a friendly tone when addressing complaints. Listen, pay attention to what your customers are saying and respond professionally. You can be misinterpreted when you don’t use the right tone of voice. You can easily lose customers when you sound tense and defensive or when they feel like the situation is not under control.
Collect Customer Data.
Do you have your customer’s purchase information? Tracking customer data is essential. This lets you analyze trends and study customer behavior so you can deliver the right products or services.
If you have the tendency to store customer data in social media IMS, you’ll be an easy target for competitors. With this, investing in a customer relationship management (CRM) platform is the first step to storing customer information safely. This will assist you in knowing what customers purchase, how often they visit your site and when they buy. This will also aid you in knowing which buyers to convert and be familiar with repeat buyers, the products they purchase and the average value of their purchases.
Go The Extra Mile.
Customers expect more than just what you can offer. They want an outstanding experience with every purchase they make. You can always personalize your marketing, but you need to back up your claims.
Impress your customers and go the extra mile. If you have repeat clients, send them postcards or little gifts as tokens of gratitude. Providing unexpected delights like sending bonus items, offering discounts or sending complimentary gifts will get them excited for their next purchase. It’s the little things that will encourage customers to continue doing business with you. A solid experience will not only boost your sales but also gain repeat customers in the long run.
Innovative Loyalty Programs.
One of the best ways to retain customers is to offer loyalty programs. This is done through earning points for every purchase which can be exchanged for goods. Once you have started incorporating this into your marketing strategies, make sure you fine-tune your process as you go along.
You could kick off with a $30 reward to consumers who refer a friend. You could also offer free gifts to consumers who spend a minimum amount. If you’re launching a new product, invite your best customers to a preview evening so they can avail the products first before anyone else. Remember to keep the event as exclusive as possible — include food and refreshments and let attendees have time to connect with each other. Lastly, treat your top customers to a day out on a particular holiday. They will definitely look forward to this unique activity.
A Memorable In-Person Event.
An online shopping experience is great, but interacting with a company in person is unparalleled. Customers will be happy to see and experience your products live. They’d be delighted to meet your team and will feel a stronger connection with you.
Find a way for customers to experience your brand in person. You can host events like VIP dinners, round tables with executives, gamification, or a charitable event. There’s absolutely nothing like an in-person event, interacting with customers and letting them have a good time. This will leave a better impression of your company and will drive loyalty, engagement and profit. Customers love being appreciated, educated and being asked for feedback, and the best way to do that is to have a memorable and engaging in-person event.
When it comes to establishing customer relationships, customer retention should remain a top priority. Keep in mind that it’s more cost-effective to sell to top customers than to attract new ones first and sell to them. Attracting new sets of buyers is more challenging and requires more effort than retaining top buyers. If you manage customer relationships appropriately, not only will customers keep availing your products or services but also make larger purchases in the future. Having loyal customers is a result of authentic interactions and when you’re consistent, you will never have to worry about losing to competitors.
Boost your overall business performance and build a robust and long-term customer relationship with local business consultant so you can grow your business and invest in solid customer relationships.
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