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How to make customers loyal to your business and brand
Back in the day all you needed was a decent call center to pick up a phone call and help any of your customers in order to keep them loyal. It's sad to say that those days are long gone and most likely will never return again because of all the ways people and companies are working with their client base to keep them happy. To stand out from your competition you will have to WOW your potential customers and current ones. You can't just assume they will stay loyal to you when your competitors are always running ads and trying to convert your customers to the dark side.
You need to start thinking over your entire customer service system and how you keep in touch or get in touch with new and returning customers. You need to think of your customer service sector as a part of your branding, because it's what keep the customers coming back and converts the tire kickers into buyers
Here are a few ways to help put a smile on the faces of your returning clients and potential ones at the same time
Stay On Their Radar
I'm sure you heard the old saying "Out of sight, Out of mind" right? Well that goes for a lot of things, especially customer service and websites. If you're not keeping in touch with your clients or getting your adverts in front of them with specific targeting, they will keep you out of mind.
Engaging customers will help build up a relationship and they will likely become brand ambassadors for you if they leave happy after a conversation. Think of how you can streamline everything to keep it simple but very quick to respond. I like to use a third party chat system tawk.to that has a mobile app linked to my websites chat system. Whenever I get a message through the chat system on my site I will get a notification on my phone and I can respond extremely fast, except if I'm asleep lol.
Think of how you can keep your visitors happy, and they will help you out in more ways than just buying something on your website
When it comes to building up a business, online or brick and mortar, you will benefit immensely from referral traffic. Now I'm not talking about affiliates sending you traffic, I'm talking about when someone purchases from you and they recommend your website to a friend, family member or work colleague. This type of referral converts at an extremely high rate since they were recommended your business by someone they already trust.
If you're not getting a ton of traffic like this, you can offer a type of loyalty rewards program, which is similar to an affiliate system. You basically offer your clients $XX or $XXX for every referral they send you that purchases something. You can give your clients gift cards or discounts on your own services, which I noticed a lot of people like to go for. With my SEO company I give a 20% discount on our monthly SEO campaigns for each new client the person refers. This means that if they refer just 5 new clients, they will be getting free SEO for their website A lot of webmasters jump on this because they may have the skills to seal the deal when it comes to selling SEO, but they don't have the skills or knowledge to do the SEO themselves
Even if you don't give away a lot per referral, your clients will see that you're treating them well and are noticing the work they are doing in order to help out. So treat them like a loyal client and give them some good stuff in return
Let the client choose the contact option
In today's world there are various ways to contact a client whether it's via email, chat system, support tickets, phone calls, smoke signals, etc. This can be pretty daunting and everything could get scrambled up if you have 3 different forms of contact and you're not linking them all together.
Figure out which method of contact the client prefers, and stick to it! If you're dealing with a client who only wants to talk on the phone you will need to figure out the best time for you to call them just so you're not interrupting them during work or when they're at church lol.
Include You Customers!
Customers are an amazing thing, but if they feel like you're not noticing them and treating them well, they will go to your competitor. Instead of slacking on this point and losing customers, maybe you should start including them in your marketing campaigns in order to "give them the microphone" and let them say whatever they want about your company. This will show that you're trusting them to say something nice and hoping it will benefit you lol. Customers like to see this because it not only gets the word out about their website or business, but you're including them in yours
There are many ways to actually increase customer loyalty, but I only touched base on a few of them. Building you customers loyalty is an amazing thing, if you have 10 loyal people pushing your business, you can actually make an exponential amount of money without hiring a marketing team lmao Including your customers in what you do is like inviting a friend into your house for dinner. You don't have to do it, but it's nice when it happens
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