Two weeks ago, we looked at Customer Retention: Building Your Business Community to Build Your Business and we ended with the importance of using social media to add value for your community base. Last week we talked about Customer Retention Part II: Use Social Media for Word of Mouth Marketing. Today, in part three we are discussing Customer Retention through recognizing your customers.
Not only is it important to build your customer base and to get those happy customers talking about your business, but it’s very important to make sure that you are recognizing and appreciating your customers for being loyal to your business.
It’s a competitive marketplace, keeping and building a loyal customer base is vital to maintaining and growing your business.
Customer appreciation programs are often used to expand these relationships and make a customer a loyal one. If designed properly, customer appreciation can result in positive customer reviews spread through word of mouth and social media sites, as we discussed last week.
One of the most important factors in customer loyalty leading to great reviews is providing quality service and products. Programs that reward loyal customers to show appreciation are also required.
Some ideas for showing your appreciation for customers in your efforts to retain them:
- Provide a free gift or service to long-term loyal customers
- Recognize customers on social media for their brand loyalty. Truly, often, just saying “thank you” and meaning it goes a long way.
- Check in with customers who have given you their contact information. Make sure they continue to be happy and see if there is anything else your business can do to meet their needs.
- Setup a loyalty program that includes a freebie or special after a certain amount of purchases
All of these are easy to do from a customer service standpoint and can be incorporated into your online presence well.
Promote your special for long-term customers on social media. Post on your website that you have a loyalty program, use social media to thank the people who have made your business what it is today.
Next Week’s Installment Customer Retention Part IV: Share Your Knowledge will focus on how sharing your expertise with your customers will keep them coming back. Be sure to check back and see how to continue building your customer base and retaining customers.