Kelmac Group August 2016 02
Once you have attracted your target audience the next step is retaining your customer base. How to keep customers is as important as attracting new ones. If you know how to keep customers happy, you are onto a business with a supported future. Below are a few steps I believe will help you keep your customers.
Communicate
The customer appreciates open channels. If there is an issue that is dealt with quickly from contacting the customer, they are more likely to reuse the services. If the customer feels ignored they are more likely to go elsewhere. There are many ways you can communicate with the customer’s either it being through social media or regularly sent newsletters. Letting the customer know when new offers are running or addition of new products will all help encourage consistent usage of your service.
On your website give the customer the chance to submit a testimonial. Publish the best and use the negative testimonials to improve your site. Probably the best way to improve a service is to listen to customer demands.
Interact on social is a great ways to build a relationship with customers. You can turn negative comments into great P.R. If a customer is vocal about an issue with your product on social media and you are seen to react, apologies and replace/refund the customer. It lets people know any concerns or reservations about buying from you will not see you out of pocket, they will have more confidence that matters if any will be dealt with.
Use proactive language that invokes a buying action for example buy now, limited edition, free product included, special offer.
Personalize the service
Add a cert of authenticity to the product with the customer’s name on it this can make a product feel more unique to the buyer. Send marketing emails with a simple first name merge tag the percentage of people who open emails related to them by name is significantly higher than emails with the subject line such as “Billbillmedia Newsletter April”.
Loyalty programs
Setting up loyalty programs such as club card points, e-newsletter offers or buyers’ club that gives returning customers access to early releases or offers makes the individual feel a part of exclusivity and will be more interested in purchasing a new product if they know availability is limited. People also love discounts a returning customer should always benefit from this as they will regularly use your service.
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