Don’t make creating loyal customers complex. Stick to the basics.
No matter what business you’re trying your hand at, the simple fact of the matter is that you can’t do it without customers. Getting customers is one thing, but being able to keep them and keep them working with you is another. Creating loyal customers shouldn’t be hard or expensive. You can do it with great customer service. These 3 keys to creating loyal customers will get you started.
1. Loyal customer want to know you care about them after the sale.
Key: Reach out to existing customers. Market to your customer base.
Businesses spend loads and loads of money trying to attract new customers and pay very little attention to the ones they already have. Existing customers are your base, don’t ever forget them. Always focus on these existing customers; just because they’ve already purchased doesn’t mean they won’t buy again.
Customers don’t just typically buy once. If you’ve taken care of them, they’ll be more likely to remain loyal customers and buy from you again and again. Customers talk. Happy customers say good things. Upset customers say bad things. What do you want being said about you?
For example, bank Web sites are a source of frustration for many bank customers. Why? Because most bank Web sites do a poor job at really helping their existing customers. Bank Web sites contain a barrage of advertising and offers for services but do an extremely poor job at actually providing good, quality, useful information to help existing customers GET THINGS DONE. Pablo Villalba, an entrepreneur points out how bad bank Web sites are:
Banks assume you’re already a customer and need to use their online banking site, no matter how bad it is. It’s much better than a trip to your local branch, right? There’s no incentive to improve the core features, so instead they try to sell you more of their products.
Don’t follow the big banks. Are you in love with your bank’s Web site and service? Probably not. That’s because most of what you see isn’t focused to your needs. Developing loyal customers is very important in order to keep your business above the water. It’s what will stand you aside from all the other businesses that offer the same services as you. You are able to do this by making sure that you stick to the below values when conducting business transactions;
2. Loyal customers want to know they’re heard.
Key: Communicate. Communicate. Communicate some more. Then, communicate again.
Make sure to keep on top of communication. Not communicating and not being available to communicate, is one of the biggest source of frustration to customers.