Building customer loyalty is not a cup of tea. It’s built over time and happens by giving consistent and quality attention to your clients.
When you think of the cost of acquiring a new customer, then keeping those you have is very important.
In the contemporary world, business owners treat their customers like prostitutes. Once they make the sale, the relationship ends. They don’t follow up to establish how the customers are enjoying the product or service. They neither address complaints efficiently nor initiate open dialogs to establish why a client is not showing up or buying from them anymore.
When we lose one client, we lose all the other connections that he/she could have referred to our businesses. It’s like losing a clan or village: which is why we shouldn’t take things for granted.
And I envisage that some businesses are too big to personalize follow-ups to individual customers. But that shouldn’t be an excuse. Technology has made things easy. There are mobile apps, and email techniques that customer relationships’ managers can easily and timely use to stay in touch with all their customers.
Below are a few tips that I have personally employed to build a strong customer loyalty base. Please note that these tips will work best for small businesses.
At the end of every client’s meeting, use these words: “Is there anything else I can do for you?”
Have multiple ideas for building client loyalty through phone calls, e-mail, and postal mail. For instance;
i) Keeping birthdays and offering coupons or free services to help your client celebrate his or her big day.
ii) Offering simple “how to” tips, just like this article, to stay connected and engaged with your clients.
Know how to approach a neglected client to regain their trust and keep their business. This implies following up and dropping your ego to find out and apologize for the part you played if relevant when you realize that your client isn’t happy with your service or product.
Begin a study of other companies that have loyal clients and incorporate some of their strategies into your business.