Last updated on July 16th, 2020
There are few things more important in business than retaining loyal customers. While it’s easy to focus all your time and effort on getting new customers, it’s your existing clients that often generate the best results. Clients that have a long relationship with your company are more likely to advocate for your brand and refer new business your way.
At the same time, studies show that acquiring a new customer is up to 5 times more expensive than converting an existing customer.
In a world where your consumers have endless options in the online and offline world, you need to work harder than ever to keep them satisfied. Here are some quick tips for improving customer loyalty and happiness.
1. Personalize Everything
Customers don’t want to feel like they’re just another number in your ledger. We all want to feel special, and that remains true when we’re buying products and services from our favorite brands.
Now that things like big data and machine learning exist, it’s easier than ever to gather information on your customers that facilitates more meaningful interactions.
Personalizing your customer experiences could be as simple as ensuring that you show products to customers in ads based on what they’ve purchased before.
One excellent way to make each client feel special is to use an email marketing tool like Kevy to segment your audience and send messages at just the right time.
For instance, you could send an email immediately after someone signs up to your newsletter to thank them for joining and offering them an introductory discount.
2. Reward Loyal Customers
Today’s customers are increasingly learning that being loyal to the same brand isn’t always the best move for them. Many companies make the mistake of offering all the best deals to new customers to lure in new leads.
However, you need to show your existing clients that you value them too.
Rewarding loyal customers with discounts and special deals is a great way to thank them for all the support that they give you. For instance, you could consider creating a loyalty program where your customers earn points whenever they make a purchase.
Those points can then be traded in for discounts or freebies after your customer collects enough points or reaches a milestone.
You could even consider asking repeat customers to join a referral program where they get bonuses for bringing new people to your business.
3. Make Experience a Priority
Studies everywhere show that today’s customers are more interested in excellent experiences than anything else. Your clients will judge you based on the expertise that you offer, more than your price points, or even the unique features that you can offer.
Take a closer look at the journey your customer goes through when interacting with your business. From the point that a client-first encounters your company, how easy is it for them to interact with you? Can you offer them plenty of answers to their questions with content and an FAQ section?
Does your customer have multiple options for payment methods and many ways to contact your team if they have questions they need you to answer?
Maybe you need to make guest checkout an option so that your clients don’t have to enter their details to make a purchase. Constantly look for new ways to reduce purchasing friction.
4. Create an App to Simplify Shopping
Speaking of taking the pain points out of the buyer journey, it’s worth remembering that many of your customers will interact with you through their smartphones.
Most of us don’t make purchasing decisions in front of a computer anymore. We buy things when we’re on the move, using apps and smartphone browsers.
Allowing your customer to shop with you on a smartphone browser is great. Still, some will prefer the simplicity of an app. Give your customers the freedom to download an app and browse for products. You might find that they shop more often too.
You can even send them push notifications to let them know when an item they like is on sale.
Of course, for your app to be effective, it needs to be well-designed to meet the requirements of your end-users’ devices. If you don’t have someone in your team that knows how to create a great app experience, consider getting help from outside.
Hiring a freelancer or external professional is much more affordable than onboarding an employee. A professional will provide you with valuable information on design or usability best practices you may not have considered on your own.
5. Listen to Feedback
Finally, no one can give you better advice on improving your customer experience and satisfaction levels than your actual customers. Encourage your clients to provide you with feedback on what they dislike and like about working with you.
Reviews and testimonials are a great place to look for insights on what you need to change about the buying process. You can also use tools to listen out for mentions of your brand on social media. This is another helpful way to see what you need to work on.
The more you pay attention to your audience’s feedback, the more they’ll trust that you have their best interests in mind. This leads to greater brand loyalty and a better sentiment towards your brand too!
You might even consider asking customers to leave reviews in exchange for discounts and gifts. This can encourage clients to give more valuable feedback when they don’t have much spare time.
Mastering Customer Satisfaction
Maintaining happy customers is one of the most important things that any business owner can do. However, it takes time to figure out how to get the right results.
The tips above will put you on the right path to success. However, you’ll need to be willing to listen and learn as you go.
Every time you implement a new strategy for customer service and satisfaction, keep track of important metrics like NPS score and satisfaction levels. This will help you to figure out which of your campaigns are working best.
Guest blog author bio: Heather Redding is a part-time assistant manager, solopreneur and writer based in Aurora, Illinois. She is also an avid reader and a tech enthusiast. When Heather is not working or writing, she enjoys her Kindle library and a hot coffee. Reach out to her on Twitter.