This disappointing moment is probably familiar to all of us: you are a regular customer of a company, but you notice that attractive offers are only made to new customers. This sort of thing is most common in the mobile communications business: new subscribers get discounts that are sadly not offered to existing customers.
Sounds unfair? Absolutely!
Is it wise from the business perspective? Surely not!
There is nothing more valuable than loyal customers who return to your business again and again. Of course, you do have to attract new customers too, but the existing ones may be more necessary for you in the long run.
First, they generate stable revenue. Second, loyal customers also recommend your product or service to those who have never heard of you before. Finora has increased their customer base thanks to efficient customer service.
Here are 10 practical and easy-to-implement tips on how to find and maintain loyal customers.
Keep in touch with your customers
Very often, companies simply forget their customer after the sale. They aim their efforts to the next potential customer and neglect the existing ones. Keep in constant contact with your customers, for example by means of a newsletter. Avoid becoming a nuisance – your communication must be meaningful and valuable for the customer.
Use a loyalty program
If possible, create a loyalty program and make it work effectively. A loyalty program is only useful if it offers customers something they really need. A well-thought-out customer program will help keep the “blood circulation” of your business going.
Assume that the customer doesn’t remember you
A person may buy something from you once, but that doesn’t mean that they will automatically come to you the next time. You are competing for their attention with a million of other factors and it is wrong to assume that you are on their mind. If you offer services to other companies and you haven’t heard from them in a while, get in touch with them and let them know that you would like to continue working with them.
Keep the customer experience fresh and relevant
Give your customers a reason to return to you. Refine and improve your offers and inform your customers about your new products and services. Changes and updates are an excellent reason to communicate with your customer base.
Surprise your customers
Simple things always make customers happy and attach them to your company. Congratulate people on their birthdays or “reward” them for their loyalty, for example with loyalty discounts or other additional bonuses.
Collaborate with your customers
Customers like it when you do good things with them for the benefit of your community. Donate a portion of each sale to a charity or raise money to support an important field. Choose an activity that allows the customer to help their community without having to do anything for it. This way they will feel even better about doing business with you.
Pay attention to your front-line people
You can have the best product in the world, but if your customer service is not enthusiastic enough or is downright unpleasant, people will run away from you. Make sure that your company’s customer service is friendly, efficient and personal.
At Finora, we pay a lot of attention to our front-line so that both new and existing customers get the best experience. The result is easy to see: many of our customers have come to Finora through word-of-mouth recommendations.
Be easily available
Don’t burden your customers with long menu options and “your call is important to us” type of nonsense. Do everything in your power to enable them to reach you quickly. Quickly respond to comments on social media as well as e-mails.
Listen to your customers
Ask your customers for feedback and do it in a more exciting way than asking questions like “would you recommend us to a friend?” Reward customers who provide feedback.
Show your gratitude
Building strong customer relationships takes time, but the rewards are well worth the energy put into it. Thank your customers, and do it creatively. A simple e-mail is nice, but your goal is to stand out from your competition, so it makes sense to come up with a surprising way of saying thank you.