Many business owners spend a lot of their time reaching out to new customers in an attempt to expand their customer base. In doing so, they tend to forget their most valuable asset – their existing customer base.
The owners expect recurring business to happen automatically and sustain itself, assuming that once an individual becomes a consumer, they must focus on looking for the next one.
It’s very important to know how to build a loyal customer base that will come back for more. So what is it that your business is doing to convince customers to come back for a second visit (or possibly a purchase)?
This is, by default, something that every customer support team should strive to implement for each and every call. It can be achieved by setting up automated responses for customers, or implementing a customer service software, which will bring together your different customer support channels into one place.
Yes, it’s not always possible to provide speedy responses, and especially ones that are also appropriate to the situation and satisfactory. However, customers appreciate businesses that display their efforts in providing speedy resolutions.
So, when you are not able to give an immediate solution, the least you can do is keep the customer updated about the current status of their query. By doing so, you are showing that they are valued and that your customer service team is working round-the-clock to resolve their problems. This brings us to our next point…
Follow-ups should not happen only when your customers are expecting one. In fact, having a proactive approach to finding out how happy your customers are with your products or services can help in enhancing their experience.
There are several ways in which you can do this, such as by giving them a friendly call or conducting surveys, visiting them, or even tracking their website behavior. Your aim must be to look for ways to boost the value that they get from you.
Put yourself in the shoes of your existing customers and think about ways that your experience could be made more memorable. Give the customers a deeper understanding of how you help them, and find out what’s on their minds so that you can serve them even better. For big-spending customers, schedule an annual review or strategy meeting to set the agenda and lock them in.
Be part of their special occasions
Now, this doesn’t mean that you become an uninvited guest to their birthday or anniversary party. However, show them that you care by sending out handwritten notes or post cards greeting them for that special occasion.
Instead of manually typing one out, a CRM’s auto-response feature for customers can take care of that for you. It may sound hard to keep track of, say, the birthdays of each of your existing customers. Well, you don’t have to. Implement an advanced customer support software and let it take care of remembering these occasions for you.
Besides keeping track of special dates, you can also set up automated emails to be sent out periodically. However, don’t make the greetings too generic. Try to add a personal touch to it, since it will make a huge difference to your customer.
If you want your customers to keep coming back, then you’ll have to pay attention to the experience that you’re delivering to them. Make sure that you have a friendly attitude, you show gratitude for each purchase, address all concerns quickly and effectively, and set up a customer support platform that is easy to work with.