Photo: Christiann Koepke/Unsplash
Keeping customers is essential in any economic climate, but especially so in a post-pandemic one where nothing seems to be stable. Should you give your customers promotional gifts? How about generous discounts? Does the key to keeping customers lie in going above and beyond with your service?
Don’t worry! With these five simple tips, your brand will keep customers coming back over and over again:
1. Compete On More Than Price
Of course selling your products at a competitive price is important, but don’t discount the value of, well, value. While a person may buy from you this time because you are cheapest, that won’t necessarily make them a loyal customer. What will keep them coming back is a deeper value from what you offer. Consider the following questions:
- How does your product stand out from similar products on the market?
- How does your product make a difference to the lives of your customers?
- How are you making a difference to the environment and your community?
Being competitive in all areas of your business gives your customers multiple reasons to come back to you, and it deepens their loyalty far beyond price, which isn’t always easy to keep down.
2. Handle Complaints Well
Studies tell us that customer loyalty is more likely to be affected by how a complaint is handled, not the issue they complained about in the first place.
If the reasons to complain are less important than the complaint process, it makes sense that your complaint process should be prioritized and perfected in order to keep customers coming back.
3. Personalize With Data
Whether you customize the loyalty rewards you give your customers, send personalized newsletters, let them know what you’re doing to protect their sensitive data from cyberattacks, or boost the interaction on your social media channels, this deeper level of reach and customer care is important.
Even more important is basing what you do on data, not just on guesswork. Which of your products matter most to a certain age group? Which social media platform do customers prefer to be contacted on? Which information does your business offer that is useful to your target market?
Personalize based on data, and you’ll secure customer loyalty long-term.
4. Don’t Turn Your Customers Off By Trying To Be Helpful
According to a recent study, 50% of customers find being contacted too often by a brand the most annoying email occurrence. This means that part of the data-driven tip above should involve determining how much communication is too much, and how much is just right.
When you send a newsletter or an offer, make it meaningful and useful to your customer. This should remind them you exist and that you have a lot to offer without making them feel bombarded by your brand. Your email marketing platform should give you stats you can use to refine your approach going forward.
5. Keep Your Bargains Fresh
Customers have confirmed that they greatly appreciate coupons, discounts, and other offers from brands. So, don’t discount the importance of offering these to keep your customers coming back.
Experiment with social media specials, newsletter discounts, themed offers, and in-store bargains. Customers will come back for a selection of fantastic, evolving offers, not just the same dusty coupon that has little value.
Your Customers Will Keep Coming Back
Using the tips above, your own research, and some clever marketing techniques, you can keep your customers coming back over and over again. This is a wonderful way to develop a strong and profitable brand that is set to grow from strength to strength.