Long-standing customers form the backbone of a strong, well-established business. Make it your mission to ensure that the vast majority of your current customers stay with your business for many years to come.
Your current customers already have personal experiences of dealing with your business and using its products or services. You won’t need to spend much time, money and energy convincing them to continue buying from you.
You and your staff know your current customers well. They’re likely to increase the amount (or the frequency) of their purchases, and recommend your business to others if you:
It costs between four and ten times more to win a new customer than to keep a current customer, according to the US Chartered Institute of Marketing. Therefore, it’s important to implement outstanding customer service to convert occasional customers into loyal, long-standing regulars.
Let your customers know what they can expect from your business, including timescales. For example, if you own a supermarket, make sure your customer service is excellent by helping people in-store and at the checkout.
Set up email templates for frequent types of communications, such as emails informing customers of special deals or upcoming events.
You can show your customers you appreciate them in many different ways, including:
Develop customer service standards for your business. You could utilize some of the following guidelines as a basis for your business’s customer service standards. Try to:
Everyone in your business who will have any kind of contact with customers should be trained in customer services.
Use your business’s customer service standards as a basis for your training. Ensure that staff know exactly what’s expected of them whenever they interact with customers.
Regard each customer complaint as an opportunity rather than an annoyance. If a customer complains, it shows they still care. This gives you an opportunity to handle the complaint well.
Train your staff members to take a series of steps whenever a customer complains. They should:
There are several ways to find out how well your staff are handling their customer service duties, including:
Use all these ideas to develop and extend your customer service skills. Ensure each employee has on-going training.
You’ll keep customers for life if you exceed their expectations. Ways you can exceed your customers’ expectations include:
It’s far less expensive to keep an existing customer than to win a new customer. Recognize the value of your customer base and invest in building an exceptional customer experience that will ensure your customers return for many years to come.
Enter your details below and sign up to our course, which also includes FREE template to help you plan your strategy.