Many businesses strategize their marketing plan with the sole focus on gaining new customers. While this will help your company’s growth, it’s far more expensive to attract a new client than it is to retain the ones you have. After all, your customers already know your service or product, so you can plan easy or creative ways to keep them happy and buying more from you. By putting some or all of these ideas in place, you can incorporate customer loyalty into your existing marketing plans.
- It should go without saying that you should provide excellent customer service. In a time when brand loyalty can go out the window if a customer isn’t satisfied, this is the first place you should address. Customers should have several ways to contact you, such as by phone, email, chat, or social media. Ensure that the entire customer service process is easy and effective. Make sure your customer service representatives are respectful to your clients, stop and listen to any complaints or problems, and do whatever necessary to resolve the situation.
- Keep your business in front of your customers frequently. You don’t want them to forget about you between purchases. Contact clients by sending regular newsletters or emails, in which you share the latest company news or relevant news from your industry. Put yourself in your customer’s shoes and share information of interest. Your newsletters or emails should be sent on a regular basis so your customers come to rely on them and look forward to them.
- Create your own rewards loyalty program. Customers enjoy being appreciated for their loyalty, and they love businesses that offer rewards programs. You could offer a coupon for a free product or deep discounts on a service after a particular type of purchase, amount of purchase, or number of purchases.
- Surprise your customers with thank you, holiday, or birthday gifts. Imagine their surprise when they receive a free gift from your company. Create gift boxes with your products or related products. Think creatively. Design a box of luxury foods and beverages, an entertainment package with movie tickets, or a spa package with Lancome USA skin care products. It’ll go a long way in thanking customers and making their birthday or holiday extra special.
Keeping your current customers happy isn’t difficult, but you do need a systematic approach to how you’ll accomplish this. Choose ways that are aligned with your company’s product, service, and mission. Remember that happy customers will keep buying from you, and they’ll also spread the word about your company to their friends. It’s a cost effective and easy way to grow your company.