When starting up your business, you probably put your best foot forward to ensure that everything is in order to market your brand so that you can attract your target customers in the best ways possible. However, the biggest question is how do you ensure your customers keep coming back?
Over the past few months, we spoke to some retailers and checked out a couple of testimonials online and we got a few tips which helped answer this question.
1.Good Customer Service
A customer never forgets how they are treated. From the moment they walk into the shop, it’s important that they are spoken to and served well. Employees should be trained on how to speak to a customer both through the phone and face-to-face.
The staff also need to have exceptional product knowledge because the customer could ask any questions about the product. They’d need to be pleasant and engaging, otherwise you’ll drive people away.
2.Give your customers good incentives
You can offer a gift voucher to every first-time customer, it doesn’t have to be something expensive, it can be a chance to be part of a raffle or a small discount after they spend a certain amount of money. You could use the products which are not fast-selling or have a short shelf-life for the discounts. “The best way to bring people back to your store is to incentivize their visits, and give them instant gratification on each visit,” says Haute House CEO & on-air fashion expert Jordan Landes-Brenman.
3.Engage with your customers online
Social Media is one of the best places to reach your customers because a good number of them are on various social platforms and check updates every day. When you have a good presence online, they are likely to see your updates and you can easily contact them or answer their questions. You could inform them about your social media pages by asking them to 'like' or 'follow' and giving them a gift for it like an extra package bag.
4.Stay in touch with customers
Many big brands have mastered the art of staying in touch with their customers through sending messages and emails and even personalizing a few texts like birthdays which one gets after they sign up. Many of the ones we spoke to have testified to this being a great way for them to improve their customer relationships and win their customers' trust.
You can lure customers by giving raffle draws, discount coupons and special discounts on a regular basis. Always remember to keep their experience fresh and relevant by monitoring the offers so as to improve on them.
5.Participating in community service
CSR is a good way to show that you care about your environment and community and this will always make people want to be associated with your brand. It makes it even better if you can engage the customers by giving them an opportunity to participate, like donating food stuff or any other items to a charity with you. As Adrianne Weissman says “Their goodwill helps generate repeat business as shoppers want to know the money they are spending is not going into one person’s pocket, but is truly making a difference in the community they live in.”
6.Listening and showing appreciation
Always ensure to pay attention to feedback from your customers, analyse and see how to deal with persistent complaints and implement change gradually but soon so that you don’t give them a chance to move on.
‘Hello’, ‘Sorry’, ‘Thank you’ and ‘You’re welcome’ are also powerful words that you should always use when necessary.