Companies large and small face the challenge of attracting and retaining loyal customers. We all know that the cost of attracting new customers is much higher than the cost of retaining existing ones. Here are 8 tips to help you keep your customers loyal.
1. Create trust
Reliability is the key. You must always make customers trust your products and services. The McDonald's fast food chain is a typical model of reliability with product quality always standardized and consistent. Customers are always assured that no matter which McDonald's restaurant in which country they eat, they will be served Big Mac and fried chicken just like in America. Christmas is a great occasion for manufacturers to launch customer attraction strategies. Unfortunately, many online retailers have not met the requirements of customers. About 17 % consumers said that they are increasingly dissatisfied with online shopping. Reliability will create long-term business opportunities with customers. Become the McDonald's in your field by ensuring customers are served the same good quality every time.
2. Improve credibility
You will gain the trust of customers if you do exactly what you said you would do. Avoid leaving customers doubtful or ambiguous about anything. Customers always understand that business must be profitable, so you should not pretend to always try to attract them without caring about profits, that you are doing business just for fun.
3. Be responsible
You must always create the best conditions for customers to always have access to the information they need such as delivery schedules, tracking of goods. Create a connection with customers via the Internet so that they can access at any time. At the same time, you should also apply the method that businesses often apply today, which is to create conditions for customers to contact real people in case customers have questions or problems that need to be resolved immediately. Strategies to soothe hot and meticulous customers are always necessary. Always remind your employees so that they always see the value and personality of each customer. You must train employees to know how to deal with and resolve complaints satisfactorily. You should also empower employees to decide on customer complaints or questions without having to ask for the company's intervention.
4. Show empathy
Always pay attention to your customers' emotions. If they are worried or uncertain about something, make them feel at ease immediately. If they are interested in a product, share those feelings with them through comments, tone of voice, and non-verbal signals such as eyes and smiles. Use their language to let them know you truly sympathize with them. You need to know how to listen to customers, understand what they want, and establish a close relationship with them. If customers are interested in images, show them visual information, if they are interested in hearing, let them hear the information, and if it is an emotional concern, let them express their feelings about the product.
5. Hire good employees
Choose employees who have direct and frequent contact with customers based on feelings, not necessarily on professional skills. These employees should be good-looking, know how to communicate, and know how to behave tactfully. You should choose employees who have a good working attitude and are optimistic and sociable with everyone. Then slowly teach them the necessary professional skills. "Luring" good employees from other companies to work for you is also a good thing to do to improve the quality of human resources. Make a list of good candidates. Approach potential and talented employees instead of waiting for them to apply to your company.
6. Always train your employees
Any company should have a continuous training process for employees. Find out what your employees are interested in learning more about and find the most suitable training source. Employees who learn will improve their knowledge and this is also what every company wants. When given such learning conditions, employees, especially good employees, will find it difficult to leave your company to work elsewhere. It is best to guide them to learn more skills necessary for the success and development of the company.
7. Make employees feel like they belong to the company
Always remember that employees are your internal customers and their loyalty is very important. Always encourage them to participate in the company's development strategies or quality improvement campaigns and also let them participate in the decision-making process. At the same time, you should treat them like real owners of the company. Don't be too strict or rigid. Give them important information and data. Employees will treat customers the same way. Remember to always maintain relationships.
8. Create all favorable conditions to support customers
Always find out if customers are having any difficulties so that you can support them in a timely manner. Helping customers have less trouble with complicated documents and papers is a very practical thing to do. Always try to simplify things for customers. Research what customers want to add and what they want to remove. If you apply these tips well, you will definitely increase the rate of customer loyalty quickly. Retaining them plays a decisive role in promoting profits for the company.
According to ticsoft
