Current customers cost you much less to keep happy, than new ones take to acquire. You can spend a vast amount, and end up offering a lot of incentives, in order to attract those who don’t yet know you. With your existing customers, the hard work is already done. By looking after your customers you not only secure repeat business, but create your own brand ambassadors.
The aim is to make them feel special, to thank them, reward their repeat business and encourage their word of mouth (it is as powerful online as it is off).
- Make a note of their spend or purchase history, it will enable you to offer a loyalty incentive - this doesn’t have to be expensive or costly to you, a cupcake or a handwritten note will go a long way.
- Make sure your aftercare and customer support is as good as your face to face interaction or online sales care.
- Invest in a good Customer Relationship Management System (CRM) - they are now affordable, simple to setup and are incredibly powerful when it comes to keeping your customer relationships healthy and on track.