What is the best way to turn customers into repeat customers?
I'm constantly struggling to take happy customers and turn them into repeat customers. What are some fundamental tactics to create repeat customers?
If you have happy customers - then you have solved their problems. To keep repeat customers - you have to find unhappy customers who need their problems solved. If your customers are happy - that's great - you cannot fix what is not broken when you've solved the problems of your customer at that point. They will come back to you when they are in trouble again - but you need more. You may want to consider finding other customers that have the problems you are so good at fixing by starting with your existing customers and asking for the referral. That would be a fundamental tactic to start with.
After Service and keeping relationship with clients by wishing them and their family members on their important days such as Birthdays, Wedding Anniversary and festivals will make them to remember your business always.
I agree with most of the comments that it depends on which industry you are in. Anything with relates to human interaction you need to keep HEART Model in mind;
H Hear and Understand
A Act with Integrity / Do not fear to apologise
R Resolve the issues / Respect Diversity
T Thank them for their business / Transcend Yourself
The simple answer is to make sure you don’t treat them as JUST Customers, meaning that repeat Customers are much more than a sale – repeat Customers are in a relationship. How long that relationship lasts is based on lots of factors.
Customer Service is the number one factor in building Customer relationships. Customers don’t frequent a business solely based on price, it what they perceive as the value added that a business provides.
• Do they feel welcome?
• Are they called by name?
• Are they thanked (many times) for their business?
• Are they sold “what they need” and not more?
• Are all their expectations met AND exceeded?
• Is their follow-up when appropriate?
All these “value added” services are, pretty much, FREE. When Customer Service is done correctly, then referrals and recommendations will be forthcoming and that is FREE ADVERTISING – and the best kind of advertising – personal endorsement.
Along with proactive Customer Service dynamics, make sure that the Customer’s entire “buying” experience is pleasant.
• Are your products and services “top notch” and “as advertised”?
• Are your staff members knowledgeable?
• Are you Customer contact employees empowered to make decisions within their job functions, or must they “talk to the manager”?
• Is the store or office clean and well maintained?
If a business is able to deliver on the above recommendations, then creating long-term relationships should be easy AND relatively inexpensive.
Kevin McCormack is a "Business Solutions Provider"
Hi Carrie ~
There are a lot of fabulous answers here, but what I haven't seen anyone suggest so far is asking for referrals and recommendations. When a satisfied customer thanks you via email, chat, or some other format besides phone, capture their words and send it to them with a polite note, saying something like, "I appreciate your kind comments so much and would love to share them. May I post the following on my website? Or feel free to edit. Thank you!" In my experience, just about everyone will be delighted to let you use the testimonial, especially if you add that you'll include a link back to their site. This is a win-win.
You can also (separately or in addition to the testimonial request) ask who else would be a good fit for your product, and ask if your client would be willing to broker a brief introduction; something as simple as a group message to you and their contact, introducing you to one another and suggesting that you might be able to help the other business with their needs. I've gotten some excellent new business this way. Always keep your original client apprised of the status of the new contact, and be sure to thank them profusely when the new contact becomes an account!
Hope this helps ~
Carrie. It's all about Value Proposition! Deliver on that over and over again and you will make up their minds, get their business forever, and get referrals from them. Whatever your product or service is, show your customer the VALUE. After that, it is all about communication to know their preferences.
Build relationships with them - stay friends, know the role you/your company/your company's products/services plays in their lives, (know what business you are REALLY in ex. I don't sell drinks at the bar, I help people loosen up after a long day's work) and just play that role to the fullest. This may be not the tactical advice you may be looking for, but it's really just like making friends with your customers, and looking out for them. Doing so, you will be exposed to new opportunities to serve them more, and further retaining their business.
Hope that helps!
Hello Carrie, At the risk of sounding glib (which I don't intend to be) the best way is to give them excellent service! I like the saying under promise and over deliver, as it sums up the best way to make customers feel that you have gone that extra mile for them, and that they are special to you.
What you seek is the holy grail that even the biggest global brands would like more of so don't beat yourself up too much if some of your clients are promiscuous.
I hope this both helps and give you more confidence in yourself and your proposition.
Give them just a little bit more than they expect. The principle of the bakers dozen. I wrote an article on this which describes it fully and which will g a long way to turning customers into repeat and loyel customers or clients. http://authorservices.org/bakers-dozen.shtml