Business Tips to Ensure Returning Customers
Written by Daniel Chukwuemeka Madu
To grow and sustain your business, there are some deliberate business actions that you should take. Some of these actions may include maintaining quality products or services, running strategic advertisements and PR, maintaining proper business funding, and so on.
However, another factor that also contributes significantly to ensuring your business stays afloat is having a solid base of returning customers. With a deep-rooted structure of loyal customers, your business will thrive beyond your competitors. The good news is that there are strategies to ensure that you grow the base of your returning customers.
Who are Returning Customers
Returning customers are those loyal individuals that steadily patronize your business by making purchases. With returning customers, you don't necessarily need to preach to them about the quality of your goods and services, they already know and are coming back to buy. While returning customers take a while to build, they are important cogs towards ensuring your business grows and thrives.
Returning loyal customers are important because they increase the probability of the next purchase from your business and they are more cost-effective than getting first-time customers. Moreso, loyal customers are also more likely to refer your business to their families and friends.
Tips to Building a Base of Returning Customers
So now you know the importance of returning customers, let's highlight some tips to help you ensure you grow the number of returning customers in your business. They include but are not limited to these:
1) Prioritize Excellent Customer Service
One of the leading factors that determine whether a customer returns to patronize your business or not is the quality of the customer service you've rendered. Quality customer service gives your customers a strong sense of value within your customers and the reward is often a show of loyalty. Most people cannot resist returning to a business enterprise where they are treated like royalty.
Some of the ways you can execute good customer service could be through;
Being friendly
Respond promptly to any issues or inquiries that your customers may have. Offer incentives like free samples of your product or service, handwritten notes of appreciation, adding something extra to your customers' package, and so on. Offer a special discount on your products or services once in a while.
While offering incentives and special discounts are good from the perspective of a customer, you should try to find a balance and not offer too many incentives to the detriment of your business.
2) Respond to Feedback
Feedback about your business is an important gauge of how your customers feel about certain parts of your business. As such, you should find appropriate channels that your customers can use and relay the feedback that they have about your business. Ensure that there is also an outlet that lets them know that their feedback has been heard. Social media is a good tool to gather customer responses and feedback.
3) Personalize Communication
Another classic strategy for winning customer loyalty is through effective communication. You should consider personalizing your communication by addressing your customers by their names when talking to them.
Also, note your customers' preferences and keep up with them, remember significant dates in your customers' life like birthdays and anniversaries and celebrate them. There are many other ways you can personalize your communication with your customers depending on your type of business.
4) Utilize the Power of Social Media
Social media has become an indispensable tool that businesses can use to both markets their brand and also keep up with their existing customers. However, simply having a social media account is not enough to attract and keep customers, you need to be actively engaged.
Apart from showcasing your products and services on your business social media profile, you can also use social media to respond to clients' feedback and concerns. No matter how trivial the concerns may be, as long as it has to do with your business, you should find an appropriate way of replying and calming frayed nerves.
Understandably though, you may find it difficult to keep up with the day-to-day operations of your business and still have time for social media. As such, you can always hire a professional social media manager to handle that branch of your business. The social media platforms you can use depends on your type of business. However, top social channels include Twitter, Instagram, Facebook, YouTube, Pinterest, and so on.
5) Analyse Trends in Your Business Niche and Keep Track of Your Competitors
It is important to analyze trends in your business niche and improve accordingly. You should be flexible to adapt to the changing business landscape while also keeping your customers in mind.
In the same vein, keep track of the activities of your competitors and borrow some strategies that they employ in serving their customers.