9 Methods For Building Customer Loyalty
Don’t let your customers go after just one purchase. Win them back time and time again with a follow-up program.
1. Thank-you notes
Take the time to show your customers that you genuinely appreciate their business. They’ll remember your thoughtfulness because most of your competition won’t send out thank-you notes. Just make sure you don’t do it the same time each month or they will feel used.
2. Postcard mailings
Send out monthly mailings that make good refrigerator fodder, such as “Quote of the Month,” “Recipe of the Month” or useful tips on such topics as time-management, gardening or anything else that interests the bulk of your customers.
3. E-mail updates
Providing your customers with regular product, service and customer updates via e-mail at least once per month will convey a sense of positive momentum. This keeps your customers in the loop and, over time, gets them excited to be involved with you and motivates them to pass on referrals.
4. Getting together over coffee or lunch
Try to spend face time in a nonsales environment with your customers. Ask about their family, hobbies, personal goals and so forth. When you show customers that you really care about them on a personal level, they’re yours for life. If you have a lot of customers and this is simply not possible then choose your top 20% … the ones that purchase the most and are the best to deal with.
5. Birthdays, anniversaries and other special occasions
These occasions are very important to your customers and their families and friends. Be among the few who actually remember a customer’s special days, and that customer will never forget you! But of course, you will need to keep thee information in order to use it!
6. Follow up on well-being
For example, if you find that a customer’s wife has been sick, call periodically just to find out how she’s recovering.
7. Pass referrals
One of the most powerful ways to encourage loyalty in customers is to pass them referrals. When you get a chance, scroll through your customer database and think through people you know who might add value to your customers.
8. Entertaining at your home
Throw a party for your best customers. You’ll be amazed at how much rapport and goodwill you can build with people when you get them in your home environment. Your guests will also find value in your party as a networking opportunity for them. If you don’t have the type of home to entertain in then invite your customers to a function / ball at a quality venue.
9. Post-sale feedback
Demonstrate that you care about the quality of your service. Call customers and ask them questions like:
• Are you pleased with the service you received?
• What did you like most about working with us?
• What would you like to see improved?