Your customers are the most important part of your business. Without them, you wouldn’t be there. Understanding what they want is key to creating and growing a healthy business. And happy repeat customers spend on average 30% more than new clients and are more likely to refer new business to you. So make sure that a key part of your business plan and day to day operations is focused on building relationships with your existing customers. Here are some key areas to consider when focusing on your customers.
Communication is Key
Your customers are interacting with you and your business every day, both in person and online. Make sure you spend some time getting to know them and that every interaction with your business is a positive one. Communicate with them when and where they want, whether it’s a quick tweet or a more detailed newsletter. Consider segmenting your email list in order to customize the communications they receive. Ask them how you’re doing and what they would like to see in the future. And then, act on their feedback.
We want to feel like someone is listening and that our opinions and ideas have value. So take the time to listen to your customers and to be responsive when they reach out to you with a question or problem. Sometimes the perfect solution to a problem or challenge you are having in your business will come from one of your regular customers. If a customer reaches out to you make sure you respond to them in a timely manner. And if a customer has a complaint, make sure you handle it quickly and efficiently. An upset customer who has been turned into a satisfied one is one of your greatest assets.
Reward them for their loyalty
Loyal and happy customers are your greatest resource for generating revenue and also for referring new business to you. So implement a plan to reward them for their loyalty. Whether it is a rewards program that provides incentives for their continued business or a referral program that rewards them for sending friends and family your way, having some sort of loyalty system in place will make your customers feel valued.
Your customers are key to the health and growth of your business. So make sure that a focus on them is one of the foundations of your business. Make them feel like part of the family with every interaction and they’ll remain loyal customers for years to come.