An important component of any marketing plan is customer retention, and turning a one-time purchaser into a repeat customer. With the right approach, the people who were once skeptical to try your product can become your biggest brand ambassadors and bring in endless referral traffic.
In this blog selected by Countybank, members of the Young Entrepreneur Council (YEC), an invitation-only nonprofit organization comprised of the country’s most promising young entrepreneurs, were asked “What’s your best tip for increasing customer loyalty?”
Here are some great insights:
Over-Deliver … “Meet the needs of the customer, then take it up a notch and over deliver. Whether you provide deliverables ahead of schedule, throw in bonuses or surprise and delight with cool new features, continue to give more.” ~ Kelly Azevedo, She’s Got Systems
Do Unto Others … “Empower your employees to help customers the way they would want to be helped. Ditch scripts and “company policy” in favor of dialogue and intuitive problem solving.” ~ Vanessa Nornberg, Metal Mafia
Be Loyal to Them … “If you want customers to be loyal to you, don’t forget to be loyal to them. Focus on your core, die-hard clients. The fringe customers will come and go, but your core will stick with you through the good times and bad. Keep those customers happy at all cost.” ~ Nick Friedman, College Hunks Hauling Junk
Be Authentic … “I believe the best way to increase loyalty is to only offer people what they truly want and need. If someone isn’t the right fit for my company or they no longer need the services, I tell them. Coming from a place of total authenticity not only turns clients into raving fans, but also wins the hearts of people who are amazed you didn’t try to pressure them into a sale.” ~ Elizabeth Saunders, Real Life E®
Educate Them … “You can provide great value and consequently develop stronger loyalty with your customers by taking the time to educate them about what they need. Determine what you want to communicate and then establish a timetable for regular interactions to cover issues that should be important to them.” ~ John Berkowitz, Yodle