If you've been in business for any length of time, you understand the value of customer loyalty. Your loyal customers are your biggest advocate. They benefit you in tangible and intangible ways. I endearingly call them “my groupies”.
They are the customers who…
- ….are most excited when you launch new products.
- …place orders or host events on a regular basis.
- …tell other consultants that they already HAVE a consultant.
- …attend all of your special events.
- …engage with you and your community on social media.
- …refer you to all of their friends.
So what is the key to increasing customer loyalty?
It all starts with you.
Ask yourself these questions….
Are you always focused on closing the sale or do you ask questions and listen to the needs of your customers so you can best serve them?
Do you invest time building a relationship with your customers? Or, do you only contact them to ask for something?
In your social media communities do you lead with value? Do you offer helpful tips and tutorials?
Do you follow up with customers to see how they are enjoying their products? Do you offer helpful information to make sure they are getting the most out of your product or service?
Do you show your appreciation and celebrate your customers when they share a tip or testimonial within your community?
Do you send personal appreciation and rewards when someone sends you a referral?
When customers reach out to you, do you respond happily and promptly? Do you assist them with returns and exchanges?
Do you create experiences that make them feel valued? Are you service-minded or sales-minded?
Customer loyalty increases with your commitment to 3 things:
- Focus on their needs
- Show appreciation
- Build relationships through frequent follow-up
Have you or someone you know ever admitted that they don't follow-up with customers because they feel like they are “bugging” them or being “too pushy”.
Keep in mind that you are not a telemarketer. You are not cold calling to talk to someone you have never met to offer them something they have not expressed interest in.
People do business with those they know, like, and trust. So if you connect and build relationships from the start, customers will be happy to hear from you. In fact, let them know that you will be checking in with them from time to time to make sure they are happy with their products and to see how you can serve them.
When you let them know ahead of time, it's easy to start a conversation days, weeks, or even months later.
“Sally, I promised you I would check in and wanted to see how things were going with your products! How are you?”
Communication can be done through a variety of channels. Keep in mind that stronger connections are typically made when they HEAR and SEE you.
Did you know that you have a 7% chance of someone connecting with you if they read your words? This increases to 38% when they hear your voice and 55% when they hear and see you.
This means that meeting someone in person is typically going to build a stronger connection than sending an email or text. Obviously, this is not always possible.
Some other ways to communicate and stay in touch with your customers….
- Send them an audio or video message
- Connect over the phone or use Facetime or Facebook Live
- Hand-deliver their host packet, order, or a note of appreciation
- Recognize them in your VIP group or social media community
What are some things that you do to increase customer loyalty? How have loyal customers impacted your business? Share below!