It’s easy to get caught up in acquiring new customers. Ask any service rep how he’s performing and he’ll spit out the number of new customers he’s acquired just this week. In the rush for more, we can forget to appreciate what we have. So, in honor of our customers of the past, here are some tips and tricks to get them coming back for more.
Discounts – Rewards – Loyalty Programs
Some entrepreneurs feel that offering a discount minimizes their brand or business structure. Not so. Offering a discount to a return client says, “I value you and your repeat business.” This doesn’t mean you have to give away the house. Just as in life, customers appreciate the thought. You thought of them enough to send a special email offering them a savings.
Tie that into a purchase or service that is targeted directly to them in response to their past purchase or social media presence, and you’ve got yourself not only a second sale, but a customer for life.
Interactive Content and Customer Service
You have your Facebook and Twitter platforms up and running, now what? Engaging with your customers on social media shows that you’re paying attention. Not only are your paying attention, but you care enough to reply to their comments and answer their questions in a timely manner.
And it’s not just for questions and answers, use Facebook to ping customers when a new product they are interested in hits the shelves. How do you know what they’re interested in? You’ve discovered their likes and dislikes via social media. Now that’s customer service. Will they return to you or your competitor? It may be as simple as staying engaged and creating customer loyalty. Starbucks has been one of the most engaged brands using social media. We think it’s worked for them.
Make Your Content Sing
A customer may stay with you just because they like you. After all, it’s human nature. If they appreciate your content and it adds value to their lives, they’re going to check with you first before reaching out to the unknown. Consider creative content outlets besides blogs and emails such as reports, researches or any other format where you can share awesome information your customers will appreciate.
Oh. I feel special already. And so will your customers. Treat every one of them as a VIP and they will be your loyal fan club for ever. This leads to not just their return support, but their family, friends and social media out-reach as well. What makes a customer feel like a VIP? By your attention to detail and getting to know them.
Social media has created this ability like no other marketing strategy before. Offer them an upgrade, a premium service, send them a little something as a way of saying thank you.
A subscription service is one of the few ways to guarantee repeat customers. They’ve anted-up for that once a month delivery of something wonderful and special or they are accessing your services on a monthly basis. If you can find a model that works with your business, do it.
Take off your sales hat for a moment and learn about them. Call them when you have nothing to sell. Be there for them after they’ve bought. Treat them as you would want to be treated. Consider featuring them and their story in one of your social media posts, or implementing suggestions that customers have made and then giving them credit for it.