Make That Customer Come Back!
When the economy is down, acquiring new customers can be quite a task. No one wants to spend more. That is why you need to work extra hard to keep your existing customers happy and coming back. You do not want to lose them to a competitor who is offering them a lower rate or a juicier deal!
An open channel of communication between you and your customers is a must if you want to keep your pulse on what they want and need. Analyze who your audience is and communicate at their level, making it as complicated or as simple as necessary. Keep customers updated on what you have to offer and what is going on in your business. If you have not seen or heard from a particular customer in a while, just ask them if they would like replenish their stock or try a new product. The key is to always feed information from your side so they can choose to return for a purchase when they want to.
ADD A PERSONAL TOUCH
Do not just talk about yourself. When you communicate, make it about the customer too. Send them messages on their birthdays and anniversaries, or thank them for their loyalty. Everyone likes feeling special and receiving a pat on the back once in a while. When you think of the customer outside the purview of your products, they notice.
Be open and transparent…let your customers see how things work within your ogranization, and always allow them to offer their feedback. Being accessible to your customers will win their respect. With social media and blogs, customers have real-time access to your team – use that to connect with them
Customers need more than just great products to keep coming back. Conduct workshops, offer white papers and webinars, organize tutorial sessions and conferences for special customers. When you serve up great value adds for free, customers will feel obliged to give you their business in return.
Apart from offering value and content, offer your most loyal customers gifts and promotional offers. Everyone likes feeling exclusive and indulged. Give discounts, gifts, loyalty club memberships- offer worthwhile rewards that will ensure that they come back.
Remember, a satisfied repeat customer is bound to spend more than a first-timer. Make the effort and the connection with your existing customers, and you will reap the rewards!