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How to Increase Customer Loyalty to Increase Your Business Revenue
The key for small business growth is to develop brand, product, and service advocates, also known as loyal customers who support the business and return to it regularly. By building strong relationships with your customers, they will return to your business time and again. Sure, expensive marketing campaigns can bring in a flood of business, but many small businesses don’t have the resources to launch multiple campaigns of this type to maintain a steady stream of business. Customer retention generates exponentially greater profits, and is an area where a little investment can have a huge impact.
1. GAINING NEW CUSTOMERS – When a customer is happy and loyal, they are eager to share their knowledge with others, and at no cost. They share recommendations and suggestions, and advise their friends and family to patronize the business to which they are loyal.
2. CUTTING COSTS – Loyal customers already trust their business of choice, thus the business does not need to spend as many resources selling them on new products.
3. SAVING TIME – Loyal customers, or brand advocates, also have a huge impact in the world of social media. A happy customer is apt to defend a bad review, saving the company the time and resources spent dealing with unhappy customers. Of course, the key to all of this is building a base of loyal customers who do represent your brand voluntary. So, how does a business go about creating a loyal customer?
Make a Good First Impression – Don’t forget – first impressions are lasting impressions. A customer is more likely to return to a place where they feel welcome and have a pleasant experience. If you’re a business receiving walk-in customers, make sure you have a greeting staff in place, ready to help new customers with whatever they might need.
Listen to your Customers – One of the easiest ways to listen to and interact with your customers is through the various social media outlets. Whether it’s responding to tweets on Twitter, comments on your Facebook page, or reviews on Yelp, it’s important to have an official presence so that customers can reach out to your business, and you can respond to them. This helps you to know what your customers are saying about you, and gives you a forum to respond to them.
You’re Never Going to Win Them All – Although no one ever wants negative reviews and unhappy customers, it’s important to recognize a lost cause. You’ll never be able to please everyone, so focus your energy and resources on the customers who are most likely to develop a stronger affinity and become a brand advocate.
Involve Your Employees – In a small business, your employees are the ones regularly interacting with your customers, so as an employer you should make sure they not only value their at the moment of hiring them, but also understand and appreciate the value of their work and their role in keeping customers happy and building their loyalty. Moreover, customers with a positive customer relations experience are likely to write a favourable review on a social media site, putting more good press about your business out there!
Mary Johnson @
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