Many companies are beginning to finally focus on how much it costs to acquire a new customer. From marketing to outreach, there are lots of costs involved. If the customer doesn’t buy from your company again after their initial purchase, then it could end up putting you in the red for that customer. This is why customer loyalty is so important.
Your company should not only know how much it costs to acquire customers but how much it costs to lose them. With some tricks to keep customer loyalty, you can make sure to keep a revenue stream rolling. In this article, we will go over some tips your company should use to retain customers.
1 – Good customer service
When a customer has a problem this becomes a delicate situation. There are a lot of opportunities for the customer to walk away disgruntled and not want to shop with you again. On the flip side of that, if you do customer service right then you could actually gain a loyal customer that keeps coming back for more.
Problems arise from time to time and many consumers understand this. It’s how a company reacts to these problems that stand out to a consumer. If you are there to resolve problems quickly and in a manner that makes it easy for the customer then this will be seen as the company caring about them.
Make sure that when you have a customer you are using techniques like ServiceNow customer experience to help them understand that they are valued. It involves using tools to make the customer’s life easier and to resolve issues quickly and in a way that satisfies both parties.
2 – Create a customer loyalty program
Loyalty is a two-way street when it comes to the relationship between a company and a customer. This is why customer loyalty programs are such a good idea. It rewards the customer with something extra as a way to recognize them as being loyal. The more they buy from you, the more they get back in the way of rewards.
Many coffee shops do this, for instance. Every time you get a coffee, they stamp your loyalty card. There are many ways to do this for any type of business. There are lots of ways to add value to the customer experience that show loyalty from the company side of the relationship.
3 – Encourage feedback
People want to have a voice in any relationship. The same goes for a customer-company one. Customers want to feel as though they can contribute to the relationship by being able to voice an opinion. Give them the means to make a complaint or comment and let them know that they will be heard.
You may find that their ideas are very good and worth thinking about. If they feel they are heard then they will feel that you care about them and want to help them in any way that works.