How to Maintain Customer Relationships and Build Loyalty

How to Maintain Customer Relationships and Build Loyalty · Provide great service · Make it personal · Stay in touch · Offer rewards · Celebrate your ... BacktoTownSquareAccordingtoarecentSquarestudy,63percentofcustomerssaidthenumberonethingthatkeepsthemloyaltoabusinessisgreatcustomerservice.Sincecustomersareyourgreatestasset,it’simportanttoensurethey’rehappy. Afivepercentincreaseincustomerretentioncanboostprofitsupto95percent,accordingtoastudybyBain&Company.So,satisfied,loyalcustomersequalahealthybusiness. Oneofthebestwaystodothisistouseacustomerdirectorythatkeepstrackofcustomerdata,notes,andfeedback(goodorbad).Ifyouintegratethiswithcustomerengagementtools,youcanprovidecustomerswithamorepersonalizedserviceandcommunication. Ofcourse,it’snotenoughjusttohavetherighttools.Youalsoneedsolidstrategiesandtactics. Square’sstudyincludedconversationswithconsumersnationwide,andfocusedontheirexperienceswiththebusinessesintheircommunity.Thisresultedinpowerfulcustomerservicepracticeinsightsthatcanbeusedtokeepyouinyourcustomers’goodgracesandhelpyoutogrowasacompany. GetStartedwithSquareLoyaltyKeepcustomerscomingback.Tryitfreefor30days Providegreatservice Youremployeesinteractwithcustomersonaregularbasis.Toensureeveryonehasapositiveexperience,employeesshouldbeencouragedandempoweredtotreatcustomerswell.(And,inturn,yourteamshouldbehappyandmotivated.) Thecustomerswespokewithlistedcustomerserviceasthemostimportantreasonwhythey’reloyaltoabusiness.“Theytreateachcustomerasiftheywerefamily,”onecustomersaid.Andanother:“Youarenotpayingforaproduct,youarepayingforanexperience.” Makeitpersonal Rememberingdetailslikeacustomer’sfavoritebottleofwineorahard-to-findsnackcanmeanalot,anditensuresthatcustomersfeelvalued,knownandunderstood.WithSquare’sCustomerDirectorynotesandreminders,youandallofyouremployeescaneasilymanagerelationshipswitheachcustomer.Thiscomesinhandyforpromptfollow-ups,likewhenaproductisbackinstock. Stayintouch Everyonewantstofeellikethey’rebeingkeptintheloop.Thismeansthatit’simportanttosendnewsletters,eventinvitations,andspecialtyemails.Withtherightemailmarketingtools,youshouldbeabletosegmentcustomersbybehaviorandprovidemorepersonalizedoffersthatgettheminthedoormoreoften. Offerrewards Rewardyourcustomersforcomingbackwithaloyaltyprogram,beitawithadigitalsoftwareprogramoranold-schoolpunchcard.Loyaltyprogramsserveasencouragementtoreturn,andareespeciallyhelpfultodifferentiateyourbusinessfromsimilaronesinyourarea,respondentssaid. Celebrateyourcustomers Honorloyalcustomerswithspecialevents,likeaneveningwithprivateshoppinganddiscounts,orapreviewpartyofamenuornewcocktailsyou’retesting.It’saneasywaytomakeyourloyalcustomersfeelappreciatedandspecial.Youmightevenstartafriendsandfamilydaywithdiscountedshoppingforloyalcustomers,sotheycanbringsomeonespecialandspreadtheword. Givebacktoyourcommunity Gettinginvolvedinyourcommunitygivesyouachancetoformbeneficialrelationshipswithnearbybusinesses.Supportyourneighborsandconsiderhavingablockpartywithstoresandrestaurantsinyourarea,offeringspecialdiscountsorsamples.Youcanevencreateapunchcardprogramthatoffersdiscountsorloyaltyincentiveswithotherbusinesses. “It’samutuallybeneficialrelationshipandIlikethat,”acustomersaidofthelocalbusinessesthatworktogether. Don’tforgetthelittlethings Whilebiggesturesarenice,it’sthelittletouchesthatstandoutandkeepcustomersreturning.Aspecialholidaytreat,anextradessert,orasimplethankyoucardattheendoftheyeartakesasmallamountofeffortbuthasalotofimpact. Onecustomerrecounted,“Sometimeswe’llgetanextrasouporextrafortunecookies.They’relittlethings,buttheykeepsusloyal.”Backtotop Facebook Twitter LinkedInShareGetStartedChooseyourregionandlanguageAustralia(English)Canada(English)Canada(Français)France(Français)Ireland(English)日本(日本語)España(Español)Espanya(Català)UnitedKingdom(English)UnitedStates(English)EstadosUnidos(Español)Australia(English)Canada(English)Canada(Français)France(Français)Ireland(English)日本(日本語)España(Español)Espanya(Català)UnitedKingdom(English)UnitedStates(English)EstadosUnidos(Español)