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25 Ways To Build Customer Loyalty – Part 3

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The realistic goal of building customer loyalty is to try to capture and retain the customer for a period of time and build “limited” loyalty.  There are many ways you can increase customer loyalty and improve the prospects of keeping the customers longer.  This final segment concludes the listing of ways to build customer loyalty.  By implementing as many as possible that pertain to your particular type of business, the better chance you have of keeping that “fickle” customer.

17.  Show customers how to save money.  Everyone wants to save a buck when they can, and if you can take the initiative to show customers how they can save some money, they’ll stick with you longer because they know you’re looking out for them.

18.  Recognize your faithful long-term customers.  The customers that keep buying and keep ordering from you deserve special treatment.  Offer “preferred customer” specials that you send out to only those faithful customers.  Let them know that you appreciate their business.

19.  Practice “niche” marketing.  Look for markets which BEST match your company’s products and services.  Then strive to become a big fish in a small pond.  Competition is generally less intense in niche markets and your strong position will fend off unwanted intruders.   We have done this with our patterns and classes for Plus Size Children.   Find your NICHE and work as hard as you can to become THE big fish in the pond!

20.  Offer customer-convenient hours.  If you have a store, can you stay open an hour later to provide extra shopping time for working people?  If you have a home business, can you offer “after hours by appointment”, or extend your hours to 6 or 7 pm a couple days a week?

21.  Use a voice mail or answering machine for after hour calls.  By making this service available to your customers, they can complete a request or ask their question and realize that it’s taken care of so they won’t have to remember to call the second time the next day.

22.  Return all telephone calls.  The voice mail or answering machine won’t provide any customer service at all unless you return the calls, and return them promptly.  Develop a reputation for returning calls, and solving any questions or problems your customers may have.

23.  Give customers a surprise.  Kids aren’t the only ones that like surprises.  Perhaps you can offer a “one day in-store” special every Thursday, for example.  Let the customer’s know that something special will be happening each Thursday.  Since only the customers that shop there that day will be aware of the surprise special, you’ll see a definite increase in shoppers.  Be sure the “surprise” is a valuable discount or “freebie” that’s given away with each purchase that day.  You might try giving out candy with Valentine’s Day purchases, or perhaps a rose with a Mother’s Day purchase.  If you’re a sewing or alteration business working out of your home, you might make some pot holders with “we appreciate your business” on them to give out to customers.   Even small “surprises” make the customer feel special.

24.  Introduce something new.  “New” can be anything from changing display racks around, changing window displays on a weekly basis, or even offering a temporary “new” item that doesn’t even relate to what you normally sell.  If you have a customer area in your sewing business at your home, put up some craft items that you’ve made to sell.  “Decorate” the customer area with an assortment of baby doll quilts, wall hangings, and the like, all with price tags on them, then change up the area every couple of weeks.

25.  Increase your promotional efforts.  Keep your name in front of the people.  The more your name becomes a “household word”, the more business will come your way.  Whether you do classified advertising, display advertising, flyers, posters, newsletters, posts on forums, writing up your own blog, etc, your name and business must constantly be where customers can see it.  Small gifts, such as pens, refrigerator magnets or coffee mugs with your logo on it will bring your name to mind every time the customer uses the item.

Recognize the fact that the economic pie is shrinking as the numbers of businesses grow, therefore the quickest way to increase your share of the market is to take business away from the competition.  How can you take business away from the competitor?  By incorporating as many of the twenty-five tips as possible.  These strategies are designed to give YOU the extra edge over the competition.

25 Ways To Build Customer Loyalty – Part 2

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Companies, large and small, are working harder than ever to become 100% customer sensitive as they attempt to gain and keep their customers.  Yet the customers still leave.  What can we, as small and medium size businesses, do to get the “edge” over the competition?  This second segment of our three part series gives even more ways to acquire and keep those valued customers.

9.  Stay in touch with your customers.  Send helpful information to them.  A one-page “newsletter” or “tips for the day” or a “bulletin” can do wonders for retaining those precious customers.  You can always add a couple of “specials” to the information sheet, just don’t make it all advertising.

10.  Make your business look different.  After awhile, all stores and businesses “look alike” to the customers.  Think about what you can do to set your store or business apart – change the colors or change the sign, or the company logo.  Add an additional line of products or services to what you already have.  Make an effort to be different.

11.  Ship FREE.  If you do anything by mail, you will see a dramatic increase in business if you offer to ship free.  “Fast, free shipping” would certainly catch the customer’s attention.

12.  Send holiday “thank you” cards.  Since Christmas cards can sometimes “get lost in the shuffle”, why not try sending a “thank you” card at Thanksgiving?

13.  Offer more “freebies” than your competitors.  This is especially valuable to mail order, direct mail or on-line businesses.  However, any type of business can offer a “freebie” in conjunction with a special sale.  A “freebie” with a high perceived value, can increase the sale of almost any product or service.

14.  Be enthusiastic.  An up-beat, positive attitude will let the customer know you are happy they are doing business with you.  Enthusiasm rubs off.  People will stay around longer in an enthusiastic atmosphere than they will where it seems cold and indifferent.  And the longer customers stay around the more they will probably buy!

15.  Hold a customer “appreciation” day.  Years ago one particular store in the small town I grew up in, held an appreciation day every year, and gave out balloons to the kids, had hot dogs and coffee available free and really went all out with banners and signs and goodies for the customers.  All day long it was like a family reunion with people everywhere.  And customers were buying!

16.  Answer the telephone promptly and don’t act hurried.  Acting hurried raises the customer’s anxiety level and gives them the idea that you really would rather be doing something else instead of talking to them.  It’s telling the customer that you’re “too busy” for them.  Even if you ARE busy, use a normal conversational tone on the telephone or the customer will call somewhere else where the attendant will have time for them.

Start putting these “customer loyalty” principles to use in your own business and propel your business forward faster than the competition.  Go back and review the first segment again and start putting it all together.
Next week we’ll add the final segment to building customer loyalty.

25 Ways To Build Customer Loyalty – Part 1

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There was a time in this country when customers were fiercely loyal.  Today, however, customers seem to have a “what’s in it for me” attitude, and will jump from one merchant to another to “find the best deal”, or whatever will satisfy their needs at that moment.  They do business on a one-way basis.  Yet, there is always the lure of “customers for life” possibility.  In the following segments, we’ll outline various ways to build customer loyalty.  Depending on the type of business you have – brick & mortar store, mail order business, online website business – you may be able to incorporate many of the methods outlined.

1.  Provide the very best service!  Educate the customers on HOW you provide the best service, then do what you say you’ll do!  Show enthusiasm for going out of your way to prove that you’re highly service-oriented.

2.  Offer a superior guarantee.  Every business can offer a guarantee of some kind.  A desirable guarantee will bring and keep the customers.

3.  Offer a higher quality product or service.  You must be specific – tell the customers exactly WHY your quality is unmatched by the competitors.  People will pay for quality, but only when they realize the value.  Again, be specific, and it must be convincing.  Customers are not fooled by unkept claims.  don’t make unrealistic promises.  When competition is tough, it’s easy to overpromise, and that can make your marketing position even worse.  The goal is to look better, not worse.

4.  Provide toll-free telephone access.  Those that provide 800 number service are letting their customers know that they are making it as easy as possible for them to communicate with the business.  This would not apply to those who are doing business strictly in a local area, and would not be doing business in any area except where local calls can be made.

5.  Get customer feed-back.  Listen to what the customers are saying.  Use their suggestions to help shape your business.  Make sure it’s the customers who are running your business.  A marketing-driven company operates just one way:  the total effort – product, service, price and promotion – must be adapted to the needs and wants of customers.

6.  Say “thank you” at every opportunity.  Let the customer know that they are noticed and appreciated.  Show appreciation.  Let your customers know that you WANT their business.  Don’t ever assume that they know.  Don’t think that price is all they care about.  Customers want to know they are appreciated.  Good word of mouth “advertising” comes from the customers that KNOW you care about them and that you appreciate them.

7.  Concentrate on consulting.  Develop new ways to tailor your products and services to meet precise needs of the customer.  Spend more time with your customers.  Be more helpful, understanding and supportive.

8.  Respond promptly.  Address customer complaints immediately.  For every customer that complains, there may be many that remain silent, but disappear as customers.  It is very important, therefore, to satisfy those that do complain, in order to try to keep them as customers.  Help your customers solve their problems better than anyone else.

Next week we’ll cover the next 8 ways to build customer loyalty, which in turn means victory, success and ever-increasing profits for YOU.

7 Ways to Create An Unforgettable Customer Service Experience

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Customer Service

Everyone knows what it’s like to be a customer. At times, you are treated horribly. Other times, however, you are treated like a king. No matter what business you may be in, you should always aim for customer satisfaction at the end of the day. Here are some ways to create a customer service experience your clients will never forget:

1) Always greet your customers.

Always make it a point to make your customers feel welcome by greeting them. When possible, do so by name. Everyone loves to feel recognized and remembered.

2) Create a warm environment.

Whether you’re selling online, at a craft fair, or in an actual store, always create an environment that is warm and inviting. Make your space comfortable, encourage browsing, and let your customers know you’re there if they need anything.

3) Communicate.

When it comes to customer service, you should always remember to communicate with your customers often, and to communicate with them quickly. Don’t allow your customers to go days without hearing back from you or they will feel neglected and unimportant. Respond as quickly as you can, and regularly keep them up to date on your transaction.

4) Admit your mistakes.

Did you give someone the wrong amount of change? Did you ship the wrong item? Admit your mistake and apologize sincerely. Don’t stop there! Make it up to the customer, too. Give him or her store credit or a small freebie to make up for any inconvenience you may have caused.

5) Value customer loyalty.

Don’t let customer loyalty go unnoticed. Offer free shipping or throw in a customer discount for your repeat customers. All business owners should recognize that customer loyalty is worth a whole lot more than a single sale!

6) Go the extra mile.

Pay close attention to what the customer wants. If a customer wants a necklace to be shorter, make it shorter. If a customer wants an item to be a different shade of blue, create one in the desired shade of blue. Go the extra mile and your customers will definitely appreciate it.

7) Let your customers know you value them.

You’ve already done so well—don’t stop now. Send your customers a short note thanking them for their business, and maybe include a discount voucher for their next purchase. Send them handwritten cards on their birthdays or during the holidays, or even just a quick personalized confirmation email for online registration or orders.

Whether you work for a business or own a business, it is important that you pay close attention to the quality of customer service that you provide. Follow the seven tips mentioned above and you’ll definitely be providing your customers with an experience that they’ll never forget.

Photo Credit: iClipart