Businesses spend a fortune to attract new customers which is great but the key to success is to build customer loyalty. A loyal customer base is priceless and can pull your business through the toughest of times. Whether your business is a mom and pop shop or a huge corporation it will fail without customer loyalty.
See every interaction from the customers' point of view. Put yourself in your customers' shoes. Make sure the product itself as well as the delivery of the product is all designed to meet your customers' personal needs. All interactions and dealings with your customer should convey to them that you see things from their point of view. Your customer should feel that they are what matters most to you and your business.
Personalize customer interactions. We live in a hectic, impersonal world. Recognizing your customers as individuals goes a long way in creating customer loyalty. Train employees to use the customers name whenever possible in all interactions. Customize mailings and advertising. Get to know your customers and take a personal interest in their needs.
Solicit feedback from your customers. Good or bad you need to know how your customers feel about your product and the service. There are many ways to solicit feedback depending on the type of business you have. You can use surveys that you handout at your business, phone calls or even electronic means to gather feedback from your customers. Solicit feedback and make the necessary adjustments in your business to exceed your customers' needs and expectations.
Deliver a great product and deliver on your promises. Whatever goods or services you are selling to your customers need to at the very minimum meet their expectations consistently and your goal should be to exceed them.
Handle customer complaints or concerns immediately. You have worked hard to get customers and create loyalty. The last thing you want is an unhappy customer. If a customer has a problem do everything in your power to make it right and resolve the matter in a manner that shows the customer you care deeply about their business.
Create a customer loyalty program to give back to the customer. Depending on your business this could be a program where they purchase your product and get a free item after so many purchases. It could be special discounts and coupons after they spend a certain dollar amount. Perhaps you want to offer special sales to members of your businesses' loyalty program. The goal is to give something to your loyal customers and to have this be an ongoing program. Create excitement for your customers about receiving something back from one of their favorite businesses.
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