One of the main ways to sustain a healthy and growing business is to keep a steady customer base. A company doing well will typically see the 80/20 rule; 80 percent of its business coming from 20 percent of its customer base.
If you are looking to grow your business and to see it thrive well into later years, you need to start building loyalty with your customers and building relationships to keep them happy.
Communication is key
Keeping customers informed of what’s happening within your business, offers and up to date information will allow your customers to feel part of the life of your business. This could be via a number of mediums including newsletters, emails, social media or even a phone call but the fact that you are telling your customers about the latest news goes a long way.
You don’t need to be pushing sales at your customers all the time. Communications can be friendly, informative snippets along with a “how are you doing?’ every once in a while. People appreciate communication and it goes a long way in building customer relationships.
Always go above and beyond
This goes without saying in business, if you have a customer then you want to treat them right and maintain that customer for future potential sales. By going above and beyond in what you do for them at the start of their customer experience with you, they will know that you care about them and that you want their business.
It doesn’t take much to do a little extra, as Tesco’s motto says “Every Little Helps” and yes that might be in a different context but it’s the same principle – every little bit helps for your customers and you have an opportunity to show each and every client that you are there to serve them, along with wanting to provide 100% and beyond.
Be a problem solver – Be positive
It’s great when things are going well, but how do you deal with situations when they go slightly pear-shaped? How do you react with customers when they have a complaint or something to share?
As you build your business, you will come along characters that will test your patience and try to get something for nothing. But you are the face of your business and your reputation matters. Building a good reputation can take years but it only takes one or two customers to not like your practice to tear that reputation down.
Therefore, try to solve or defuse a situation rather than rise to it. Always try to show a positive attitude towards all customers, whether you like what is happening or not. You are more likely to have a positive outcome and a good response if you act in a positive manner and show professionalism.
Promote brand awareness
This is number one in a business marketing strategy but it can often be put on hold or forgotten about when other aspects of business take over. By promoting your brand and showcasing what you are about, you are building a base of followers who will get to know, love and understand who you are and what your business is about. Building a business takes trust and people need to trust your brand in order to feel comfortable buying from you. When you build on your brand awareness, they are given opportunities of seeing more and more about what you do and how you can benefit them or provide a service for what they are looking for.
Always target your brand awareness campaigns to people who are really going to want to buy from you. It’s vital to understand your target audience and to know what it is they are looking for so you can provide the solution for them. Understanding your audience will bring you closer to them and provide a way in to build relationships that build customer loyalty and longevity.
Show who you really are
It’s great to showcase your business and everything that it has to offer, it’s one step further to showcase who you are, as the business owner. People love stories and customers feel connected when they know there is a human behind all the technology. You may not feel comfortable speaking on video or promoting yourself but it will go a long way in building customer relationships and allowing customers to know the real you behind the business.
Video marketing is definitely the future. And if you’re not doing it now, you need to be very soon! It doesn’t have to be long drawn out videos, it can simply be you saying hi and and introducing yourself as the business owner. Pin a video post to the top of your social media posts so that each new customer can see the voice and face behind the company they are looking to engage with. It will go a long way – try it today!
We say it all the time but the key to building a loyal customer base is by engaging with them on a daily basis. This falls in with the communication point but it goes a little deeper. If you’re using social media to attract new customers and to retain your current ones too (and if you’re not using social media for business then please get in touch!), your followers are looking to engage with your business. Give them posts that they can reply to or share with their friends. Post articles that relate to their situation. Get your writing head on and create some posts or articles that really speak to the heart of your audience. When they see that you are actually speaking to them on a personal level, they will share that with their friends and family, they will recommend your business to others and they will start to love who you are which in turn leads them to be a loyal customer.
Take these points on board and use them to grow your business. Building a loyalty with your customers is so important if you want longevity in your business. Sustaining and maintaining your client base doesn’t have to be hard work but it does need dedication and commitment to see it work.
If you’re looking to reach a wider audience through social media or would like to know more about creating an effective marketing campaign, get in touch today!