Do you have a lot of loyal customers? Or do you struggle to retain them?
Did you know that a 5% increase in customer retention results in at least a 25% increase in profits? With retained customers buying more often and spending more than newer customers, having a customer loyalty programme in place is key when running a business.
Our amazing Project Manager, Katy, knows all about keeping customers happy. So, she’s written this blog to not only help you keep them happy, but to also retain their business.
How do I create a customer loyalty programme?
Let us guide you… Here are five ways help nurture your customer relationships to ensure they remain loyal and continue to use your products/services:
Reward your customers
Ensuring your customer feels appreciated is a vital part of your customer loyalty programme. Whether that’s through inviting them to an exclusive event, offering them discounts or, depending on the size of your company, taking your customers out for lunch or sending a personalised gift – gestures like this will make them feel valued.
Personalise your marketing
According to a recent Hubspot survey, 99% of marketers say personalisation helps advance customer relationships, so it’s imperative that you follow this through. This can be by way of personalised emails – being sent from an actual person and using their name, creating meaningful opt-in forms or using personalised retargeting ads (showing ads related to a purchase or webinars attended etc.) For more information/guidance on personalised marketing, get in touch.
Ask for feedback
Asking your customers for feedback is important as it shows you’re committed to improving your service for them, which again will help make them feel valued. Also, if they do provide any feedback with recommendations of ways you can improve, this will help you win new customers, which is another bonus.
If the feedback they provide is all positive (another win!) then make sure you ask them to leave you a Google review or testimonial (as that’s another way to potentially help you win new business).
Build relationships
Prioritising your customer service is key! Having a good relationship with your customers not only helps to increase profits but also makes your work life a lot more enjoyable too. It’s important to exceed their expectations (without promising unrealistic results) and communicate throughout the project/sales experience, to build trust.
It’s crucial to always stay positive too, even when you’re having a bad day – this ensures your customer knows they can always approach you when they have a question and need your assistance.
Provide top-quality service
This may sound like a given but ensuring the service/product you provide is up to scratch is extremely important as it helps to establish your company’s reputation in the market. With this in mind – does your service or product meet your customer’s demands and solve their problems? Is it tailored to their needs? If so, this will naturally encourage repeat business.
Need our help?
Having a customer loyalty programme for your business may seem obvious – but shockingly only a minority of companies have one! So, if you don’t, you’re missing out on the many benefits that this offers.
If you want some advice in relation to putting a plan together, or need help personalising your marketing, get in touch for a free consultation.
