There’s a lot of data supporting the idea that it’s cheaper, easier, and more efficient to encourage repeat customers than bringing in new ones.
Among the statistics that Hubspot lists are; a 5% increase in customer retention is responsible for more than a 25% increase in profit; repeat customers are nine times more likely to convert than first-time visitors, and a customer retention increase of 2% has a similar financial impact to your bottom line as reducing costs by 10%.
That’s a lot of motivation to encourage repeat customers.
Here are four tips to encourage your customers to keep coming back.
Build relationships with customers
Take the time to learn more about your customers.
Do your customers ever mention family members? Ask about their loved ones. Keep track of what products your customers are frequently buying and how often they come in. By doing this, you can set some products aside for particular customers. Do they always order the same meal? Tell them about similar dishes they might like to try. By going the extra mile, you show your customers that they are important to you, and you care about them.
Don’t forget to ask for their input as well. Your customers will get to know your services and products, and can offer information on what they believe is working and what may need improving. Customers will look at your products and services with a different set of eyes than you, giving you further insights. By engaging them and making changes based on their feedback, you will develop a loyal customer base.
Making your customers feel special will result in your customers wanting to come back. They’ll appreciate that you remember them and value their input.
Make it personal
Make your best customers feel they stand out from the rest by being more personal with them.
Loyal customers deserve more personal communications that are less formal. There’s nothing wrong with using impersonal emails for your more extensive email list but use more personal communications with your best customers.
Phone them or suggest an in-person meeting if you want to let them know about a crucial business-related matter. Keep track of customers’ important dates, as well. You can send cards or gifts to mark important occasions or just to reach out.
Share relevant information
Newsletters are a fantastic way to let customers know what you’re up to and to keep in touch with them. If you get to know your customers well, you can pass along information that might interest them, articles, or books. Even if this isn’t related to your business, it shows them that you understand and care.
Remember your loyal customers
Businesses sometimes focus exclusively on new customers, which in turn can sever your relationship with loyal and repeat customers. You will need new customers to keep your business thriving; however, excluding long-term customers results in customer churn.
Offering new customers incentives and rewards is a great way to entice them to keep coming back. However, it will lead to existing customers feeling ignored. To prevent this, offer your long-term customers bonuses for their loyalty. For example, a loyalty rewards card, after a certain amount of purchases, customers can get a discount.
Final thoughts
Having a successful business means you need a balance of new and long-term clients. This means encouraging repeat customers, building relationships with people, personalising your attention, sharing relevant information, and remembering your loyal customers.
Having a great product or service at a suitable price can bring in customers. Still, it’s outstanding customer service that gives customers a positive and memorable experience that will want them to keep coming back.
If you have any questions, feel free to Join the conversation…