Top 5 Customer Loyalty Tips

They say obtaining new customers is always more expensive then keeping the ones you already have.  Invest in building the loyalty of your current customers.

1.  Communication

Keep in touch with your customers.  You need to send communications to be top of mind. Send emails, use direct mail, put in a phone call, or post on your digital channels. This doesn’t always need to be advertising or promotions. Share good news about charity events or provide useful tips. Become a resource that your customers come to for your great info, your fun personality, or unique offers.

2.  Incentives

Create a reason for customers to come back with a frequent buyer program. Typical programs offer a free service, free gift, or generous discount after a certain number of visits or purchases. You can even create VIP levels based on annual spend and reward each level with special prices or frequent discounts. The bigger savings at the higher spend levels. Determine what program is meaningful for your clients and then reference tip #1 and communicate your program!

3.  Anticipate Needs

The key to great service is trying to meet a need before they even know they need it.  Look at your business through your customer’s eyes.  Run through a typical client interaction with your business. From the time the client enters the location until they leave, strive to create an effortless yet memorable experience. Create that perfect experience every time.

4.  Staff Training

Educated staff drive that seamless experience. Invest in continuing education, product training, and customer service policies. Your staff will easily address customer questions or concerns by knowing their craft, products and procedures inside and out. Empower employees to do what it takes to make customers happy.

5.  Reframe

No matter what you do, not all customers will be happy campers.  Allowing customers to vent while you respectfully listen is a good first step. Words such as, “I’m so sorry you feel that way” or “Thank you for sharing this” can go a long way to defusing the situation. Generally customers want to feel heard and respected.  Reframing any negative into a positive learning experience is a good approach.

Customer loyalty secures your business and builds your brand.  Take the time to grow your loyalty efforts and reap the rewards!

Two Powerful Words - Thank You!

There are two magical words that can brighten a day, strengthen relationships, and can grow your business. There is a lot of power packed into the two tiny words - Thank You!

Here are easy ways to harness the power of “thank you” to build your business:

The Spoken Word
Make sure your guests are greeted with a thank you. "Ms. Smith, we thank you for your visit today and are so happy you are here!" This puts your client at ease and feeling valued as they start their appointment. Reflect your gratitude upon their departure. "Ms. Smith it is always a pleasure to see you. We appreciate your visit and look forward to seeing you again on (pre booked appointment)." This seems like a no brainer, but you would be amazed at how many fail at this small detail.

Handwritten Notes
Add the wow factor to a new customer experience! After a customer’s first visit, send them a handwritten note of thanks. With emailing and texting, no one takes time to put pen to paper these days. Provide a note that is a reflection of your brand (elegant gold for a high end spa, recycled kraft for an organic business, or hot pink for the trendy make up studio). Offer a coupon or free gift with their next visit. The method here is to build the client relationship from a possible one hit wonder to a loyal client.

The Just Because Gift
How long has Mrs. Johnson been a client of yours? Do you take for granted that she is on time for her appointment every 6 weeks? Why not surprise loyal customers with a thank you for their business gift. Present a small gift at the end of their next appointment, mail a small goodie box, or invite them to a VIP event. Gifts don't have to cost a lot to mean a lot. You can elegantly package trial samples in an organza bag, pillow box tied with a bow, or create a small gift basket. You can also provide a discount off services or retail products. Many time loyal clients are upset by the discounts lavishly thrown at new customers when their loyal business seems forgotten. Customers will appreciate that you value their repeate business and will keep coming to that pre-booked appointment.

Celebrate
Customers aren't the only ones to stay thank you too. What about your staff that is dealing with the front lines everyday? They are your voice and are your brand. Or what about your distributor or local vendors you use frequently? Why not host a staff/vendor party one night or invite them to a networking happy hour. It can also be as simple as ordering a pizza for lunch one day, sending over some bagels, or giving out some gift cards as a thank you for a job well done.

Especially in the time of thanksgiving, remember to say thank you to those that help your business grow. The small little words can have a big impact!

(As our thank you gift to our blog readers, receive FREE SHIPPING on your order of $250 or more by 12/1/09. Enter Promo Code FS9)