The prime focus for any business in this cutthroat competitive market is to find new customers. However, you should not lose sight of keeping your existing customers as every customer counts these days. Customers often jump ship due to many reasons, and one of them is the customer’s feeling of indifference towards some other products or services. Thus, it is important to make your customers feel wanted and appreciated. But more important than this is to make your customers love you for their devotion and loyalty.
The first rule to enjoy your customer’s heart is to know what they want. Never assume this as you might be wrong. Many new ventures fail mostly because they try to create demand, instead of catering to an existing one. Also, such companies try to build their business around unproven and untested ideas, which are hard pressed and are unable to attract customers. Thus, it is essential to test your product or service around the market demands. Also, start it small. This will help you to understand the needs, wants, and desires of your customers. Next is to find innovative ways to address their needs like never before and try to exceed their expectations.
Another guaranteed way to make your customers love you is by personalizing all your loyalty programs. Plan the designing and execution of the loyalty program in a systemized way. Also, demonstrate the value of your program to your team for their better understanding, which in turn, will help you to create a winning, personalized loyalty program. Find out what your customers like to do and involve such activities in your program.
Always deliver on time. This is the key stone to make customers come back to you. In case, you are facing a problem that hinders the delivery, inform the customers immediately and explain them how you are dealing with the issue. Also, follow up with them on a regular basis until the delivery is completed. This helps to build a positive attitude and a trust factor. The same applies for invoices and other correspondence.
The manner in which you communicate with your customers also matters. For example, thanking your customers (though may sound too obvious) will help you to create an impact. A simple strategy like sending a thank-you note to your customers for their loyalty and devotion says a lot about the value you place on them. Similarly, wishing you customers on special occasions like on their birthdays, anniversary, New Years and Christmas will help you to reach close to them. Also, train your stuff, especially those who are responsible for customer contact. They must be emphatic, flexible and proficient in verbal communication to create your company’s reputation and win customers’ trust.
Finally, stay connected with your customers through emails, newsletters, text messages and telephones. Though you can play favorites (especially with new customers), make sure you are not neglecting the other valued customers.
Value of existing customers – Infographics