What is the best way to create returning customers?
I have a quality product that customers enjoy, but I have no idea what I should be doing to prompt them to purchase more of my bags after the initial contact.
Right now I give out business cards to anyone who purchases a bag from me in person so that they can go to my website for e-commerce purchases, but aside from that, I have not done anything else. Please help!
This is one of the most overlooked ways to get more business!
A great way to entice customers to be repeat customers is with a customer rewards plan and an easy way to set one up is with text messaging. Offer existing customers something to entice them to opt-in to your text messaging campaign (they can opt-out at any time) and then you can send out special offers, new product announcements, etc. through texts to them. Once set up, it's a fast easy way to stay in contact and the best part... about 97% of texts get opened!
Hey Carrie, great question. It certainly is a challenge to get returning customers if your product or service is a one time purchase. My suggestion is to create a value proposition for your existing customers that shows them that buying one bag is not enough and why buying multiple bags can be of benefit to them. I'm not sure how you would do this, it's something you would have to put some thought into and come up with. If you were providing a recurring service you wouldn't have this problem but I suspect yours is a product which once bought doesn't need to be bought again. Or does it? But why? Answer that for your customers and promote accordingly. Cheers.
Follow up, follow through. Ask for more business. What else can we do to help you? Ask for referrals or have a referral program. Find out why they bought from you. What else do you have to offer them?
Kill 2 Birds with 1 Stone.
Use email and social media marketing to reach out to current customers. Offer them discounts on Birthdays and Holidays. Send them Limited Time Only notices that if they like your page on Facebook they will receive a specific offer, this way they utilize the offer becoming a repeat customer and spread the name of your brand.
That is a wonderful question.I am so glad to address this.I gone through your Website.It looks awesome.I have set of questions and suggestions
1.Is your site optimized?if so ,how many visits you are getting in a week on an avg?
2.you are promoting through Business cards,have you ever tried social media marketing?if so,what is the visit rates?
3.if someone is struggling with your products which one to choose?How will you address in real-time?
4.if one of you customers is looking for a help or she is struggling in your payment cart? How will you help her in Real time?
5.How will you provide offers or push notifications to your existing customers ?in real -time
1.If your site is not yet optimized please start doing with an expert..it should focus target industries,target people,target geographies etc
2.If you didn't try social media marketing ,please work with an expert to give your requirements,I bet you, a proper social media marketing will fetch you more businesses
3.There are so many analytic tools available in the market.With an expert you go for a tool to understand your customer sentiments ,feed backs,customer behaviors etc
4.We recently developed a framework for eCommerce companies like yours.
This will help you to convert your visitors to your customers in real-time.
with this tool you can send customized offers,notifications to your customers and retain them forever.you can give superior customer experience to each individual who visits your site.
This is all in real-time.you will be guiding your visitors then and there through online .so you can easily convert as your customers
With this short note,I would like to understand your exact requirement and am glad to take this discussion further
Awaiting to discuss on this with each and every member of the team
- Consider this - if you purchased a bag what would prompt you to return to that store? Are you delivering whatever that is?
- Customer loyalty program or referral program is another suggestion.
-Technology plays a huge factor in marketing products and services - two ways you can explore this is to get a text marketing system where you can keep in touch with your customers, share your special offers, ask for referrals and get a virtual business card and ask them to share this. If you would like help to pursue these send me a message.
Carrie... my first question will pertain to not HOW to get customers to return to buying from you ....but WHY would they?
Not sure what 'bag' it is... but I will assume a hand bag? If so....
is there a reason for me (your customer) to have more than one bag? If so, what are they, and are you using that in your messaging.
Is there value in the bag, that knowing they purchased the bag, you reach out to the with those reasons as to why they should come back for another bag (via a thank you email with coupon, etc.)...i.e. You have a Bag for Each Season program......
What is it about your bag...that someone should buy more than 1, than package a program around that.
But as others stated, then make them come back because you deliver an awesome online and in person experience. Great customer service (those thank you's) and personalize messages to them based on their behavior.
Create an awesome shopping experience with a great product and customers will come back.... think about your favorite places you shop repeatably ...why do you? Mine are QT, Publix, Nordstroms, Amazon, Target..... why???
Success tip: the best time to confirm the next meeting/purchase, is while you are in the current conversation. In NLP lingo, this is called anchoring. Neat.
I do this with every single contact point and every single client, prospect etc.. Also works 100% with non-business situations too. Nice.
Here's how it works for me for my service (Breakthrough performance improvement coaching with guaranteed results). Feel free to adapt it (you have a physical product) or let's chat and we'll tweak something that resonates well for you):
For example,iIn a workshop/conference keynote I'm delivering, say my Get UNstuck NOW! program, many times I'll demonstrate and share solid reasons why each participant will want to harness the positive energy of their AHA moments, real time, right there - for access to it, on demand, at any time they choose, later. How awesome is that!
And I make the next-time connection right there each time. Here are some examples, it sounds like: 'And you, like so many other leaders, will want to share your excitement, in the moment, with me, as we experienced it together here just now". "Here's what you do: pick up your phone, do it right now (many do) and TXT/Skype/Whatsapp or Voice/email or carrier pigeon me to celebrate your results." "And as my thank you for sharing, I'll answer live when I can, or reply with my gift of (offer), as my treat." And someone surely connects right then, and I do answer and we have fun in audiences of many hundreds of people.
In your quality bag product, use this strategy for them to send you pictures with them enjoying it. Capture the energy of you with them right now, each time they pick up the bag and are energized again. Wow.
Keep a wall of photos of happy customers on your website. And a version in your store or when you are with them in person. Capture the energy of the moment.
Continued success Carrie ;-)
There has been quite a bit of great advice already on this question as I read through them -- and good tips for sure. The key issue from our perspective is WHY do these things work? What is it in the human brain that triggers a decision to buy or become loyal as a customer?
This is where it gets interesting. The decision to buy (or become "loyal") is not make in the logical part of the brain (prefrontal cortex) where we hang out with our thoughts. It happens at a deeper place where emotion rules the roost.
There is only one empirically validated piece of research I know of on this topic. It was done by Gallup and they reached a remarkable conclusion -- the only way to "create" loyal customers is by building a relationship at an emotional level.
So as you read through the great ideas already presented, just remember the WHY. Features sell far fewer bags than the felt experience of owning/holding one. One way we've used in helping retailers is to help sales staff understand (be curious) about what need/desire the customer has around the product. Sell to the need, not the just features. Highlight features when they are aligned with the need. Works great!
I agree with Dan that this is often an overlooked way to increase sales. Many small businesses focus on landing new clients and do little to nurture their existing clients. If you are not already doing so, the first step is to make sure you are capturing their email upon the sale, whether in person or online. This provides you with the contact necessary to sell to them again. I would consider investing in a good email marketing platform where you can segment your customers and then send out targeted emails. If someone bought a certain type of bag (say a handbag) and you have a new collection coming out, let them know. If another customer bought and ipad case, let them know about your Spring collection. The more targeted you can make your messaging, the more likely you are to land new sales. And I agree that sales, deals and referral programs are also great strategies. Good luck.
When they purchase your items, ask them if they would like
to be added to your email list for specials and new collections promotions.
That way, you can stay in touch with your clients, invite them
to special events, send them a thank you etc...
But make sure you don't do it too often, a thank you a day after the purchase,
once a month is a good time frame for new items and specials info.
Another way is discounts, everybody loves to save, so use promotion
codes that they can use to save at time of purchase. Put a date limit
to use the codes to create a sense of urgency on the specials, otherwise
customers tend to overlook and say they'll use it later...
A third one is social media, if you have a Facebook, Twitter page
to let them know to follow you or become a fan to say connected
and find out about what's new.
Hope that helps !
Alright Mrs. Dunham, it sounds like your in the right path. So correct me if I'm wrong, but the task you're trying to accomplish is creating loyal or repetitive clients... I too have come across this challenge, as a business owner of a wholesale/ retail online business.
I know that many friends and colleagues have advised you about using business cards and similar tools, to build recognition, which is good but not good enough. Therefore as a business you'll need to find alternative ways, such as -1- network with the client before handing out your cards; make sure to create a relationship with them (CPR) let the individual know that you're more than products & services. -2- don't be afraid to give them "perks", with everyone's first purchase, for example a 10% discount on their next visit. -3- have multiple social media networks for the business, and promote yourself and business in general. Finally, don't seam like a "push-over", customers don't like to be sold... in fact that's one of the biggest pet-peeves most clients have towards businesses.
Furthermore make sure you "sign" everything you do, brand building is critical for any business. Service; retail; etc. the brand [logo, name, etc.] of your business should be on your work [emails, letters, business cards, etc.].
I hope my advice has been help for you, and I hope to hear from you too.
Mr. Diaz, owner of Diaz World, visit my website for great organic products and more.
The best possible way in which you can ensure that you have a customer returning to you after the initial purchase would be to offer something 'MORE'.
MORE is a very powerful word in business.
I would suggest you to introduce the BUDDY program, by virtue of this BUDDY program you offer your customers that they will get a bag free if they get 3 of their buddies to the store/on-line store to purchase a product. You give the customers a Unique ID via which they can be recognized.
In this way you can not only retain the customers but the sales will also increase.
Pretty simple ... be memorable, remarkable, indispensable, and consistently exceed their expectations. Do these four things and you are no longer a vendor but, a trusted member of their team :)
Hi Carrie, you've already got plenty of advise and it seems that most of them are spot on and definitely relevant to your business.
I didn't read all the comments you received so if I missed one that also made the suggestion that I'm about to make, apologies for that.
I think it is crucial to find out who your "real" target audience is. You promote 2 ways of selling:
1. Direct to end-consumers
2. Indirect to retailers and distributors
My suggestion is a bit different. I would get rid of one of them or at least concentrate only on one for the time being. My personal preference (and it might not be yours) is to target retailers and distributors.
The reason being is that they usually will take care of advertisement, marketing and selling your products to end-consumers. This also means that you can sell in bulk (if that's a possibility for you) and get your name out there much quicker than through the direct end-consumer route.
In this case you open up completely new markets and could even ship worldwide. Especially in countries where fashion items are a big seller such as France, Italy, Germany and UK. Retail buyers and distributors are always looking for new and exciting products that they can re-sell and within a few months you could cover entire new markets.
By doing it this way, your work would become much more focused. Your reward schemes would be different on repeat orders and you could even help them create a marketing plan. Selling to retailers and distributors is not selling a product but an investment. Depending on how fast they can re-sell your products is key and especially in your business you might find it much easier to sell to those retail buyers than finding one consumer at a time.
You already have an extensive list of retailers that stock your products on your website (at least that's the impression I got) so it is important to keep in touch with them regularly and see how they are doing, how the sales is going, if there is anything you can do to help and finally how much more stock do they need...
Your work should bring you to international trade shows to showcase your products and get sign ups right there and then. I remember from the home textile fair in Frankfurt a few years back that people signed up with manufacturers and distributors to buy stock. This is liquid gold so I would definitely go to one of those as an exhibitor. The home textile fair (Heimtextil Messe) in Frankfurt is the biggest in the world and buyers from all over the world are traveling there every year in the thousands to find new and exciting products. Might be the right fair for you as well.
To summarize: I would go after the retailers and distributors in the world and make a value proposition. I would completely drop the end-consumer route or at least put your focus more on the retailers and distributors of this world.
Just my 5 cents. I hope this is helpful.
The best way that works for me is be honest and relate to them. Take the extra min to make sure they are satisfied. Send them a thank you message and on birthday send them a card. We live off of repeat customers.
You can create vouchers (100 or 200 or ..... $) and sell it to the customers .
Then they will give it ti any friend as a gift to exchange the vouchers from you.
Hi Carrie, once you make a sale, you need to add more value (additional surprises so they talk about it) and maintain the relationship by staying in touch with them through e-newsletters, specials etc. If you would like to learn more go visit VelocitySelling.com Bob
My dear, business card is just a step to creating a lifelong stream and retention of loyal customers who in turn will help you market your product FREE of charge. TalkFusion, digital video communication platform, helps you leverage the way you communicate your business in style and class without breaking the bank! If you'd like to know more, let's connect.