I was cleaning out my handbag and wallet the other day and I was overwhelmed by the amount of reward cards I have. But they are all valuable to me. The pet store gives me $10 off for every $100 I spend. The grocery store gives me discounts on gas. The convenience store gives me “reward dollars” plus a ton of coupons. For these reasons, I keep going back.
Customer loyalty is important for my business and I’m sure it is for yours. From small businesses to large corporations, without demand there would be no one to supply. Attracting the correct consumer, making them a repeat customer and getting your customer to bring new clientele is how a business thrives.
So, I thought about what we do at Garrett Specialties to retain our current customers and attract new ones. We’ve talked about customer service before, it is extremely important to keep your customers happy. And now I have come up with five ways that will help you achieve customer loyalty.
Just for fun, I have included a video for each tip. Each video shows a funny commercial with a unique perspective on customer loyalty.
5 Ways to Achieve Customer Loyalty
The Discover commercial shows that it’s not only important to reward your customers but to make it worth their while.
Who doesn’t love coupons? Just the thought of standing in the grocery store at the checkout counter and seeing my total lessen gives me goose bumps. No, but seriously, customers love to feel like they are being rewarded for being a loyal. Credit Cards have customer rewards, Kohl’s has Kohl’s cash, restaurants let children eat for free on certain nights, and consumers are always looking for a good deal. The idea of more for less is exactly why $1.00 Stores, Wholesale warehouses and Wal-Mart are so popular. In rewarding your customers you give them a reason to became or stay a repeat customer.
This video made me think about going above and beyond. Go that extra mile for your clients.
It is important for a company to show that they appreciate their customer’s business. Keeping your customer updated on sales and new inventory is equally as important. Two ways this can be achieved is through business conference promos, social media and marketing emails. Using promotional items is a great way to gain exposure in an effort to gain new customers, but they also can be just as useful when used to thank a customer for their business.
Appreciation & Support
I think the Progressive commercial is so funny. Why not do something extravagant for your customers? Is necessary? Maybe not, but it is impressive.
Make sure your customer’s experience is streamlined. It shouldn’t be stressful. This shows them that you appreciate them and in return they will appreciate you. Appreciation gifts are a great way to say “Thank You” to your staff, clients and vendors.
This one gave me a warm and fuzzy feeling. This video can be used as an example of how you can cater to what is important to them. Make them feel special.
When I signed up for my Barnes and Nobles Card I remember the application asked for my email address and the birthdays of my children and myself. I thought this was odd so I asked the cashier why this information was needed and was informed that it was because on our birthdays we would receive an email with free offers. I forgot all about the conversation until my son’s birthday came and I got an email with a coupon for a free birthday cupcake. This one cupcake that Barnes and Noble decided to give me for free showed that they recognized that I was a customer, they are family friendly and they appreciated my patronage. It also got me to go onto their store which I am likely to never do now because I have one of their reader tablets. If I went to Barnes and Noble just to buy a cupcake I would have spent about $3.00. I went for a free cupcake and spent about $30.00. Customer recognition can be lucrative for any business.
Okay, that one was my favorite! This video made me think that if your customer is not connecting with you the way you’d like, their might be a reason why. Maybe they are used to their traditional ways. Getting their input is the best way to find out what you are missing.
Knowing what your customers think about your business can be very useful. Through the input of your customer you can see your business from a whole different perspective. Almost everywhere I shop and even in some restaurants, I find that a lot of establishments are asking their customers to take a survey. Usually online, there is often an incentive to filling out the form. This is vital information for the business owners and operators. This allows them the opportunity to know what the demands of their customers are. Why guess when you can ask? Surveys also allow your customer to feel like they have a say in the products they use and that is important to many consumers.
Just as I was closing up this post, I saw an online ad for Microsoft that stated that it is six times more expensive to get new customers and that loyal customers are worth ten times more! This is so true, focus on repeat customers and you will see great results.
What tools have you used in business to gain loyal customers? How have loyal customers helped grow your business? Do you value the rewards you receive by being a loyal customer?