If a company or a business wishes to succeed in the business, they must have loyal customers. These loyal customers come back for many different reasons: from the quality of the products to the services offered by the company. In turn, these customers help your business stay afloat and become a way for others to know more about you.
However, building a loyal customer base can be difficult and you need to be dedicated to keep customers happy. If you want to build one for your business, here are some tips to get you started.
Create a product or content they love
Before you can receive something, you have to give something out. In business, you have to give your customers content that would make them keep coming back for more.
Start a blog or a social media page which contains relevant content your customers can discuss and share. Offer specialised tips on how to better make use of your product or share a recipe on recreating your famous cookies at home.
A good example is Amazon. They don’t just provide a shopping platform, they have a blog section that talk about the work they do and the opportunities they help to create.
Don’t just pile your website or social media with advertisements. Carefully crafted content will make your audience think and remember your brand.
Interact with customers
Make some time to reach out to your customers through social media. You can discuss the articles you are sharing on social media with them and answer to their inquiries. Customers definitely feel that you are listening to them and that their thoughts matter.
The key is to engage your customers and not just pull promotion tricks or throw in sales pitches.
For example, talking about banning usage of straws in restaurants are hot topics that you can ask the opinions of customers and engage them in a healthy debate. Another real-life example is how key executives of Apple like Tim Cook, will live tweet their thoughts.
Offer a loyalty program or rewards
If you want loyal customers to stick with your company, you must make it appealing to them.
Start up a loyalty program or rewards program to get them support your product or service. Customers will definitely feel that you care for their needs through the program.
A company doing it right is Sephora Beauty Insider. They are extremely popular with their 18 million members (and counting…) with using their points accumulated from purchasing their products to offset future purchases.
If you want your customers to keep coming back, you have to offer them something new every time they look at your site.
Update your social media sites or your website and post new discounts, products and events. Make sure the update is interesting and get your customers curious about your new update.
Personalise each message
Many companies today tend to use automated systems to reach out to customers. However, if you want customers to love your brand, the messages they receive from you must be personal.
Take some time to read each message and personalise your response to them. Customers will see your message as a sign that you understand them and take time to check their concerns.
Personally, I had auto-emailers and chat bots. They turned me off as a customer. So to capture my attention, it must be content that specially target my interest and personalised to my name. BCC don’t work for me.
If you are reaching out to your customers in person, smile! Customers feel welcome when they see the staff smiling at them and they will spend more in the shop.
For online stores, you can make customers feel welcome by making your front page lively and vibrant.
If you have made a mistake in some way – maybe you gave them a wrong order or a customer found a problem with the service – take note of it and apologize.
Let your customers see your side too and understand their point. It will help you build a good relationship and trust.
Be sincere in your apology and don’t use template. People can always tell when you use a template in your apology. Don’t sugarcoat your words and don’t over promise your services.
Always deliver your word
When you promise something to your customers, make sure you deliver it. Your customers are expecting a lot from you and they want you to deliver what you tell them.
Schedule every announcement properly and make sure no delays will happen. Better be safe than sorry! If you want your customers to stick with you till the end, you have to take good care of them. Remember, if you want to succeed in your business, your customers must always be happy.
Best things in life are meant to be shared, start spreading MiddleMe around, after all, sharing is caring.