Keeping customers coming back for more isn't always easy.
Try out these ten top tips on how to retain a loyal consumer base.
1. Go the extra mile
Offering something extra is often a good alternative to cutting prices, and it can generate more goodwill, even if it costs you very little. Think about what key skills you can share or use your imagination to develop an unusual idea, for example a London agency recently offered advertising space on their premises (like a shop front) or I recently had a meeting with a client well out of office hours to get some urgent work done as they just ran out of time pre- holiday – sometimes the smallest things can make a difference.
2. Boost staff motivation
When customer-facing staff become de-motivated, contracts are lost. There are many options here to help your staff and support them – from straight forward nights out to actually spending time getting to know them and listening to them – they might amaze you with ideas that could improve your business...and when you are doing well everyone deserves a peice of the pie!
3. Keep it fresh… but familiar
Always look for new ideas, think about what you do and try and refresh it – use your creative side and look at products or services you offer with fresh eyes – work out what works well and then make it easy for people to find. Always look for balance, product/service innovation is great but do not destroy your core offerings or best sellers
4. Invite complaints
Don’t be afraid to find out what your customers think or feel about your business and always make it easy for them to tell you. Always ensure you respond to your customers and keep them up to date with your improvements and thank them for their contribution.
5. Remind customers that you’re there
Talk to your customers – there are so many ways to communicate with your clients today – keep it consistent and do it often. Its important to also listen and find out what they need and ensure you can provide it for them
6. Maintain a human touch
Now that customer service is often a discrete business function, possibly with its own dedicated team, there’s a danger of it becoming over-automated or isolated from the rest of the business. The personal touch really pays off – use it and often - keep your eyes wide open to spot connection possibilities
7. Lock in clients for longer
Whether you’re selling to consumers or businesses, it pays to structure the deal to encourage customer retention. Key is adding really good value and been honest – look, listen and give your clients things that will actually help them, think about building long term relationships, rather than just another contract - it might just be a potato to you...but to someone else it's a love spud!
8. Monitor feedback
The internet makes it easier to find out what your customers think about you. Check out what is available on the net for you to use to gain independent feedback that you can use to segment your client base and learn who you’re best clients are and what your competitors are up to - are you completely up to date with all the latest about you and your business?
9. Offer good after-sales support
Always remember the after-sales...so many people don’t and it can be a huge mistake. Don’t be afraid to give your clients or customers a call and check everything is going well......if it isn’t then offer to sort it out quickly and if it is, ask if there is anything else you can do to help them.
Also keep good records – it’s fantastic when you get a call from someone who actually seems to really remember you.
10. Be your own competitor
Your customers will often want to try something new – but there’s no reason why you can’t be the one to offer it. Review what you have in your business portfolio and look at what else would be useful to your clients or customers – also this could be a great time to collaborate or extend your offerings.
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