Getting Repeat Customers – 8 Tips to Keep Customers Coming Back
FACT: Repeat customers cost less than new ones.
Various studies show that it costs up to five times more to attract new customers than it does to get repeat customers. It makes sense, considering the expense of advertising, marketing, media and other tools necessary to lure new customers.
Not to say that getting new customers is bad. Although it’s good to focus on getting new ones, it would seem more sensible and profitable to keep your existing clients happy and satisfied so they would keep coming back for more. Since repeat customers are people who already know your business, you have better chances of making more money from them.
A solid marketing campaign will keep your current customer base glued to your business. Some tips that might help you in doing this are: 8 quick tips
Tip #1: Know who you are dealing with
Know who your customers are, what they want and how you can assist their needs. Be sure that your products and services are constantly updated to answer their changing needs and wants. Also, be sure your services are up-to-date with today’s technology. By doing so, you are more likely to get these people as repeat customers.
Tip #2: Stay in touch
Just because you sold a product/service to them once, doesn‘t guarantee they will return. It also doesn’t mean you sever ties, either. Marketing is a never-ending process; you market to new prospects all the time. Maintain that enthusiasm if you are marketing to your existing customers.
In every business it is important that you build rapport and maintain your relationships by sending out thank you note cards (or emails) to make them feel appreciated. To customers with orders over a certain amount, perhaps it could include a discount on their next purchase. Customers get to know you though this and their loyalty grows.
Tip # 3: Keep them updated
A blog, newsletter, or mailing lists to keep communications on-going are very valuable tools. You can make regular content updates on a blog, without having to add or edit the pages of your site. You can also feature articles or expert information, that contains interesting and useful information to your customers….and include links to your website.
Stay up to date with what’s going on in your industry. If a new method or product or technology is introduced, get as much understanding as possible so that you can not only better advise your customers, but also better your business by using such technology.
Tip #4: Be consistent
Repeat customers return because their experience is consistently solid. Think: Starbuck’s Coffee, Southwest Airlines, and McDonald’s. Whether it’s their price, professionalism, convenience, etc you go there for, you know what you’re going to get when you are a repeat customer at these businesses.
Tip #5: Hire the right employees
Your staff’s demeanor and interaction with clients can cement long-term customer relationships. Individuals who are positive, friendly and really care about doing a great job is key. They are the ones who will let your customers know their business is appreciated and wanted. Also, train your staff to know your company’s products and services like the back of their hands, to give your customers error-free information about your products/services.
Tip #6: Update your website
Make sure you make regular content updates on your website. New and fresh content is motivating. Add article pages or links on your site that are relevant to your industry, while promoting benefits of the products/services your company offers.
Tip #7: Get personal
Get to know customers by name. Connecting on a personal level with them is one of the best competitive advantages there is. If a customer comes back to your business, chances are pretty good that they liked what they saw the first time around. And, from there, chances are they’re going to spread the word—publicity that comes free of charge to you. Word-of-mouth can exponentially expand your business, without incurring additional overhead.
Tip #8: Motivate with incentives
You can considering using this idea for your best customers: provide them with a special discount or a one-day sale. This can go a long way in giving them the impression that you value the business they bring to your company.
If you want customers to return to you for business, you need to offer them the best possible service/products and make them feel respected, welcomed and appreciated. The minute a customer feels uneasy doing business with you is the beginning of the end for your relationship with that customer. Keep your customers happy and they will keep coming back!
By: Julie Wagner, Systems Analyst, SCS, Inc.
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