Most business owners know that it costs more to attract a new customer than to keep an existing customer happy.
In the current economic climate, working on maintaining a relationship with existing clients is worth investing the extra time and money to build business loyalty.
Give customers more than they expect and work on exceeding their expectations.This can start with building up a portfolio of unbeatable products and services and extend to offering exemplary customer service and guarantees.
Giving customers an incentive to come back may be as straightforward as creating and implementing a loyalty program, offering discounts, special events, promotions, early access to sales or even freebies.
Customers will appreciate a business that appreciates their loyalty. It shows that a business is paying attention and makes them feel valued and included.
There is nothing more powerful than a sense of community. In some industries, it may be easier to tap into a sense of community based on the shared interests of its customers.Work on being part of the community, however large or small
Clients will notice even the smallest of thoughtful gestures. Some companies make follow up calls or emails following the conclusion of a transaction.
Thanking customers for buying or using a service goes a long way in cementing in the customers mind that they are not just another faceless number.
With the prevalence of social media, small businesses are able to reply directly to customer complaints or issues.
Rather than ignoring these, or responding with PR spin, it is good business, both from a customer service viewpoint and an internal viewpoint to acknowledge the complaints and see whether this is endemic throughout the company. Client complaints can be the first sign that things need to be fixed and constructive criticism should be encouraged.