A great product and/or service may be the foundation of a company, but customer loyalty is the key to success. Customers don’t come with a guarantee to stick by you just because they’ve purchased something: loyalty and repeat business must be earned and enticed.
The standard adages and techniques apply: put the customer first, reward their continued business, and create a valuable experience beyond your product. How can these things be effectively achieved? Review the following key areas and tailor them to your business.
Access customer relationship management tools:
In the same realm as enterprise resource management tools, there are digital solutions to assist with practically managing and improving relationships and dealings with customers. These systems provide easy, streamlined access to data and customer information anywhere, with cloud capabilities. Manage sales, customer support, marketing, and more. Collect the right data from customers and learn how to utilize it to your advantage.
Employees are empowered with accurate reporting tools to manage and forecast effectively. Marketing programs are automated, and campaigns can be tracked, analyzed, and altered. Customers have tools to help themselves in addition to enhanced customer care and satisfaction applications.
Expert consultants can offer professional Sage software help to better customize a CRM solution to fit your organization.
Go beyond offering incentivizing rewards:
Rewards programs, like earning points to spend, or free products based on milestones, are common because they work. Customers are indeed drawn to return to companies that add extra value to their repeat business. But, because these perks are standard, and many businesses offer them, so too do your competitors. You need to go beyond a rewards program.
Encourage people to spend time on your site with entertaining and informative content. This could be blog articles that enhance your product or service with tips for usage, getting the most out of their purchases, how to improve their lives in the same general subject area. Videos are another great way to deliver this information and encourage engagement.
Promote a sense of community among your customers. Send newsletters that treat everyone like members of a team with common interests and goals. Create social media channels suited to your brand where people can interact and potentially help and add value to each other’s lives. The plan sponsored events and opportunities in the community. Develop a branded app to for additional functionality and connection.
Provide authentic customer care:
Open communication channels to offer feedback and ask questions. Let customers know they not only have a forum, but that it is being read, considered, and responded to. Allow other members of the community to aid your efforts through offering their assistance and tips on a digital platform like a message board or social media.
Allow your loyal customers to help your company make decisions and steer you in new directions. Provide surveys that go beyond asking ‘How Did We Do?’ by asking for and valuing their opinions on new offerings, designs, and customizations. Allowing for multiple aesthetic and functional options to choose from when buying to better personalize your offerings makes your product or service suit the individual better and sets you apart. If customizations aren’t feasible, instead of better inform customers on how to make the most of their purchase with proper instructions, additional materials, and tips.
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