Customer loyalty is the key to success with any business. This is especially true for small businesses. In today’s world however, customer loyalty is vastly slipping away. We live in an age of malls, big box is shopping centers, and Internet bargains. So, what can you do today to increase customer loyalty?
Below, you will find four things you can do to build repeat business and grow loyalty among your customers:
1. Maintain relationships with your customers. Do you talk to your customers on a regular basis? Do you follow up with your clients after they’ve purchased a product to make sure that they’re happy? Do you let your clients know when you are offering a new product or new service? To build loyalty, your customers need to see you as not just another business , store or service provider. They need to see you as another human being who is interested in them and who value steer business.
2. Understand your value, and insure that your customers understand your value too. If the work you do saves your customers money, make sure they know that they’re saving money. If the work that you do helps customers to grow their own businesses, ask them to look at their sales numbers before you worked for them and after. Depending on the type of work that you do or the type of business that you offer, it can be difficult to put a hard dollar number on your value . If you can’t give your clients a value in dollars, then find a way to quantify your value some other way. For example, you might talk you’re your customers about time that you save them or hassle that you help them to avoid.
3. Add value. To increase customer loyalty you have to go a step beyond being valuable. Competition , especially on the Internet, is severe. To keep customers and to gain new customers you have to add value on top of what your competition offers. No matter what kind of business you’re in, there is something unique that you can offer to your customers. Make sure you promote that added value when you are talking with your customers.
4. Focus on service and satisfaction as much as you do on sales. If you make a huge sale to a new client make certain to follow up with them within a week. Find out how they like your product or service. Go out of your way to address any complaints they might have, no matter how small. By doing this you demonstrate to your customer that you value them, that you appreciate their business, and that you want to keep them as clients no matter what it takes. If at all possible, do the same with all of your customers; today’s small customers may be tomorrow’s big ones.
Ultimately, there’s nothing you can do to for sure customers to be loyal. However, by following these principles, you should be able to greatly increase the percentage of customers who do become loyal to your business.