Customer loyalty is extremely important in business and small businesses know this more than anyone. It’s not necessarily about your marketing strategies but more about how well you’ve retained loyal customers. Businesses who are successful are the ones that see the same customers coming back week after week, month after month or year after year rather than those who have the best advertising or marketing in place.
Whether you run a neighborhood coffee shop, a doctor’s office or a law firm, what matters more than anything is having customers that want to continue to do business with you. Not only do they keep spending their money with you, but they tell their friends and family about you so that their friends and family can feel as important as you make them feel.
Getting your customers to want to work with you over the competition is a matter of a great product of service and most important, amazing customer service. here is a look at how to create a better customer loyalty to your business.
Make your most valuable customers feel important
How do you keep your most valuable customers the happiest? You give them attention, you check in with them and you offer them special promotions for bringing in family or friends. Your customers want to feel valued when they spend their hard-earned dollars with you.
If your business gets busy or your staff is short one day, how will you give your most valuable customers the time of day when you are swamped and stressed? When the holiday season comes and things are crazier than normal, who is going to answer the phones or send thank-you cards for their business this year? That’s where a virtual receptionist could come in.
A virtual receptionist may be the perfect solution to your predicament. A virtual receptionist works to handle incoming calls for you so that your business can continue to run efficiently. You won’t have to worry about missed calls anymore; a virtual receptionist can handle all of them in a professional manner so that you can focus on the guests that have entered your store or office.
In addition, they can handle transferring urgent calls to the right people, answering general questions, scheduling appointments and even sending thank-you cards to your favorite customers at the end of the year. It’s a great way to make sure your most valued customers don’t feel ignored, neglected or under appreciated because you are trying to keep up with the demand from the good word they put out there about your company.
Get feedback and invest in loyalty
It’s important to get feedback from your customers in order to understand what they are happy with and what they want to see improved. Most customers won’t respond to an email survey or social media survey but they will post reviews online when they are unhappy about something.
Look around online to see what people are saying and work to get the bad reviews removed. Instead of using the internet, have your customers fill out a survey while in your store and offer a discount for those that fill one out.
It’s important to invest in your customers, especially the ones that stop in regularly or have referred your business to many of your customers. Be sure to provide incentives like rewards programs to get your customers to purchase with you in the future for a certain percentage or dollar amount off of the sale. Frequent shopper cards and free products with purchase are great incentives for customers to come back for more.
Finally, make sure your customer service is on point. Your customer loyalty is based on how well your customers felt they were treated during their visit. Make sure your staff is making a personal connection with your guests by learning their names, encouraging conversation and simply paying attention. When they come back, they may want to work with the same staff member again that they were comfortable with from last time and now you’ve gained their loyalty.
Consider a virtual receptionist who will help with work overload throughout the year so that you can gain customer loyalty by having more time for personal interaction.