Securing a customer’s loyalty is 4-5 times cheaper than gaining a new one. So before you start looking for new customers, take a minute to secure loyalty from the customers who have already placed orders with you. Read our 4 tips to encourage your customers to keep coming back to your shop.
1 - Spoil your best customers
Look after your most loyal customers. Send them promotional codes and treat them to free delivery on their orders. This is a great strategy to use for the year’s gift-giving periods (Christmas, Father’s Day, Valentine’s Day etc.). Your customers will stay loyal and keep coming back.
2 - Go beyond the call of duty
Consider re-writing the user information for the items on your website. For example: “How do I put my product together?” “How do I use it correctly?” Your customers will appreciate this little extra as they feel supported during the order process. It’s only a little change but it has a big impact on customer loyalty.
An unhappy customer doesn’t mean you can’t get them back. They’re complaining because they expect something from you. The order didn’t arrive in time? The wrong product was delivered? Correct your mistake and make a gesture of goodwill e.g. a discount code for the next order they make on your website. Make sure you call or email the customer to apologise. If the customer is happy with your advice and how you react then they will feel safe in the knowledge that they can count on you in case of future issues and will be back to order from you.
3 - Be responsive
Make sure you are always available to your customers and provide them with fast and accurate replies. Reply to emails within 48 hours of receiving them. Your hotline should be live and kicking. There’s nothing more annoying than being put on hold when you call customer service.
4 - Social networks: a direct connection to your customers
Social networks provide companies with a great opportunity to increase their visibility and establish good customer relationships: a direct connection with internet users. If you don’t have a brand page then create one now. Facebook and Google are essential tools to secure customer loyalty. For example, your customer may have a question and go on Facebook to post it as they know they’ll get a fast and personalised reply. A visitor who feels they’ve been listened to is more likely to come back to your website and share their positive experience on social networks. Considering that 85% of internet users read customer reviews before placing an order, increasing your presence on social networking sites is a no-brainer.
You could also ask your customers what improvements they would like to see on your website or services. Why? To get your customers talking about your website and get information about their expectations to satisfy their demands.
Fast and personalised replies, reductions or gifts for your best customers…You’ve got it, customer loyalty is all about the little things. Use our four tips, stand back and watch your customers come back to your website.