5 tips to keep your customers coming back
Thu March 31st 2016
- A lot of small businesses out there, especially in Auckland, will say their number one goal is business growth. But understating where the growth comes from is another question. An easy answer to this question is obviously "attracting new customers". However this is becoming more and more difficult as marketing via social media and online advertising is now very competitive. Competition is now extremely fierce and every small business is competing for that potential customer
So, what is the common factor that most successful businesses have in common? They have repeat customers. Cultivating relationships is the first step toward gaining repeat business.
- Here's a plan for how you can keep your customers coming back.
- 1.Know the value of your customers
How much do your customers spend on average with your business? How much does your most valuable customer spend with you? Knowing these questions is essential. Understanding who your most valuable customers are is the first step towards creating a strategy to keep them.
- 2.Have a simple, yet solid communication plan
Make sure you reach out to your customers on a regular basis. Creating guidelines for your communications will help you put structure around your communications plan. Sample guidelines can look like the ones below.
- Always ask your for customer details like email address and phone number.
- Send a thank you note to every new customer.
- Send an offers and promotions email every month.
- Send hand-written holiday cards to the most valuable customers.
These are simple guidelines yet they're powerful enough to drive a steady communications strategy that could win you repeat business.
- 3.Use technology to reach your goals
Understanding the etiquette around how your business communicates to your customers is the next step. Using technology to help you build a plan is much more effective than building a plan from scratch. There are multiple tools that are now available to help manage customer lists, communications calendar and also educate you on simple etiquette.
- 4.Re-think your offerings
Does your business offer a few products or a couple of services? Have you ever thought about expanding your offering? Asking your customers what do you want to see on the "menu". Doing this could foresee an opportunity to introduce a complementary offering without having to invest into additional resources.
- 5.Provide exceptional service
Without a doubt this is the best way to convert a customer into an advocate. It doesn't matter how unique your offering is, there are always going to be competitors. What sets you apart is your level of service. A great example is my local coffee shop. The barista remembers exactly how I like my coffee and they start making it as soon as they see me come in. I'm sure there are many other coffee shops that offer similar coffees, but I am a loyal customer because of their great level of service.
If you have any questions or need more advice around this please don't hesitate to contact us at Norton Chartered Accountants. One of Auckland's leading firms.