Keep-InTouch.com

Customer loyalty has to be earned, too often there is no value left for them and so they leave. Creating loyalty means creating value for them and this is important to your business.

Loyal customers will help you bring in repeat business and referrals, so they cannot be overlooked. When business™ apply the 80/20 Rule, they discover that 80% of the business comes from 20% of their loyal customers. Let’s explore some methods to keep those current customers loyal and have them become advocates for your company. If you don’t yet have a specific plan for customer loyalty, these tips will help:

1. Don’t Overlook Current Customers in your Marketing

What can you offer your customers different than anyone else? By offering them something special enhances that feeling of loyalty. By demonstrating loyalty to them, they will begin to demonstrate it to you as well. What is possible? Maybe it’s a free consultation or something else of value. Remember, it’s the perceived value that is important to your customer. Even if the item you offer costs only your time, it still may be extremely valuable to your customer.

2. Stay In Touch with Your Customers

It’s a proven fact that the more a customer hears from you, the more likely you will be on their mind when they require your services. It’s like the saying, the more you put into something, the more you get out of it. These “touch points” do not need to be sales oriented. Send greeting cards at holidays and birthdays. Be a contributor to your customers by sending a short newsletter each month. Make sure the information you send is useful because that will help build trust and strengthen the relationship. If they perceive that you are helping them, they will be more inclined to become a loyal customer and advocate.

3. Create a corporate culture for Customer Loyalty

Customers want reliability and familiarity. They are looking to build a solid relationship just as much as you are. Consistency counts, it creates a sense of security. Customers may even let you make a mistake now and then because it is easier to let you slide than “training” a new company to take care of their needs in the way they have taught you. Constantly changing employees will not do anything for building strong customer relationships. Follow this rule of thumb: If you treat your employees well, they will treat your customers well.

4. Know the Stages Respond Accordingly

Growing your customer loyalty is a step-by-step process. It won’t happen over night. The six stages of loyalty are as follows:

Suspect

Prospect

First Time Customer

Repeat Customer

Client

Advocate

5. Don’t Sell Until They are Ready to Buy

Customers today are better informed than ever. They have access to information that allows them to easily research and compare goods and services. By sending them information, you are creating a relationship of trust, this also prevents them from looking for information elsewhere. You can take advantage of this by keeping in touch with customers on a friendly basis and staying on their minds. When they are ready to buy, they will think of you.

6. Deal with Problems and Complaints Immediately

Most of the time, the customer rarely makes a complaint with the company.

Brian Tracy has an excellent quote for this, I understand how you feel. I would feel the same way if I were you. This immediately creates relationship and allows them to feel heard. When a customer feels heard, generally, they will feel satisfied. This satisfaction is key to keeping people loyal and talking positively about you and your service. The reason people talk about situations like that is because it is a personal victory for them and they take ownership in getting it resolved properly.

7. Making the Effort even if it isn’t much effort at all

Recent research suggests that customers who receive communication through different methods are more likely to remain loyal. Their perception is that you are making an effort to keep them informed and provide customer service using a variety of channels at your disposal. As long as the information is valuable and not sales-oriented, your customer will appreciate it. This is especially true in dealing with customer support issues. The moment you begin using email, postal mail, and phone calls for the “hard sell” is the same moment your customer begins looking elsewhere.

You can use these seven tips to start gaining loyal customers right away! On occasion, you may want to come back and review this list to make sure you are still doing everything you can to create loyal customers. Keep an eye out for the next installment in the series where we get “into the heads” of buyers to find out what makes them tick.