Not only do they provide repeat business, if you keep them happy, they will do your marketing for you.
And word of mouth referrals mean “warm” leads, which are more like to convert to sales than any other lead.
These five strategies will go a long way to retaining existing customers, and keeping them happy.
Offer incentives that are only available to existing customers – discounts on products or services, a small freebie with every larger purchase, early notice of any changes to your product line (or services)
Along with incentives, why not try a bonus to customers who refer friends and colleagues? For example, you could give them 10 per cent off their next purchase, a gift certificate, or even a small prize if they refer a certain number of people within a month.
Stay in touch
Keep your business front of mind through social media profiles or an e-newsletter. Encourage people to “like” your Facebook business page, “follow” you on Twitter, and subscribe to your newsletter.
Personal customer service
Remember your good customers or clients by name. Take note of their likes, dislikes and perhaps even their birthdate. That way, you can send them a small sample of their favourite item. And make sure any frontline service staff are of the highest standard.
Create a community
All of the above will help you create a community around your products or service. Encourage feedback and reward participation. Even just a “top Facebook liker of the week” acknowledgement can go a long way to turning your customers into fans.
Social media and Web 2.0 have given business the best opportunity yet to engage is real two-way communication with clients and customers. Don’t be left behind, or you customers will engage with your competitors instead.
For more information on social media, or on setting up and maintaining an e-newsletter, contact Direct Sites Online today on 02 9557 7623 or email email@example.com