As Jeffrey Gitomer said, “You don’t earn loyalty in a day. You earn loyalty day-by-day” so when you forget your customer after their one or two purchase you fail to earn their loyalty as a business. It’s easy to gain customers through fancy marketing and advertisement but to keep those customers is what really matters. And if you forget about them, you’re giving them the opportunity to go to a competitor that would think about them. Laurice Leitao said, “Our greatest asset is the customer! Treat each customer as if they are the only one!” and you’re better than many.
Managing the way, you engage with your customers ensures better customer experiences and helps build ongoing relationships. The customer is at the center of every business transaction. Keeping the customer engaged has never been more vital than it is today. Here are some ways you can re-engage your customer for them to become your long-term customers!
1. Follow up on customer’s feedback.
A Khoros research suggests that 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. Collecting customer feedback isn’t good enough, you need to put action to it for better results. According to Ruby Newell-Legner’s Understanding Customers, it takes 12 positive customer experiences to make up for one negative experience. So, a follow up of every feedback is essential to keep your business. When you receive a positive review, you or your representatives should thank the customer to let them know that their feedback hasn’t gone unnoticed. When it’s a negative review, you should spring into action to prevent potential churn.
2. A customer’s loyalty program.
A good loyalty program keeps customers engaged and interested in your brand’s content, even if they’re not actively looking to buy at the moment. According to Markin Blog, existing customers are 50% more likely to try new products and spend 31% more than new customers which is why an interactive loyalty program can keep them attached to you beyond the purchase. Give your customers access to promotional deals and discounts and they will continue to open your newsletters, ads, and consider your company’s products until they’re ready to make another purchase.
3. Personalized experiences and notes.
Did you know that according to trust pilot, 75% of online shoppers like brands to personalize their offerings and messages and 74% of consumers get frustrated by content that isn’t relevant to their lives? When you continue to treat your customers after their purchase, they will feel special as well as appreciated and a McKinsey research shows that 70% of the customer’s journey is based on how the customer feels they are being treated. These personalized services can be anything from a birthday card/email to discounts that revolve around their preferences and important days.
4. Keep the connection alive through social media.
A Marketing Sherpa surveys suggests that 95% of adults between the ages of 18-34 are likely to follow a brand through social media channels. So, social media becomes a great way to stay connected to your customers even beyond the purchase. Always make sure you’re following your customers on different social media platforms so you can keep in touch with them. By following the regularly you’ll be able to build rapport with them by sharing their accolades and writings to keep up a business friendship. When you share their positive feedback and acknowledge them it keeps them connected to you for the long run. A blog by Investp states that 33% of consumers would rather contact a company’s customer service via social media rather than by phone. So, all and all social media is a great medium through which you can be connected to every single customer of yours.
5. Host events and meet your customers.
Now that the pandemic is over, hosting events on special occasions like anniversary or festivals can be a great way to reconnect with your previous customers. It’s a powerful way to compel your existing customers to reconnect with you face-to-face. In fact, Amplify suggests that, 65% of US consumers would pay 5% more for products if they knew they would receive outstanding customer service. when you host such private events, your customers are reminded that you haven’t forgotten them and this will in turn increase your customer retention. In Markin Blog suggests that, Loyal customers spend 67% more than new ones.
As you grow your business, it can be easy for you as a business owner to get seduced by the easy money as you bring new customers into your business. However, real success and long-term profits are all about ensuring that your customers are not just satisfied, but delighted with your product or service, and continue doing business with you for a life time. As Marlene Blaszczyk said, “If you don’t care, your customer never will.”