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To keep customers coming back is no easy feat, but essential to future business success. On average, loyal customers are worth 10 times more than their first purchase and repeat customers spend an average of 33% more than new customers. While generating sales is at the core of your business model, taking action to retain old customers is just as important as attracting new ones. Here are four strategies to keep customers coming back, time and time again.
4 Strategies to Keep Customers Coming Back:
Create a loyalty program
Reward your customers’ purchases with points that they can cash in for future purchases. Aside from rewarding for purchases however, you can also choose to reward customers in other ways depending on your objectives. Rewarding for referrals or for liking your Facebook page are other good ways to keep customers coming back.
Use Dynamic Product Ads on Facebook
Dynamic Product Ads connect your product catalog to your Facebook ad account and pixel. Every time a customer visits your store and then logs into Facebook, they will see an ad the displays the same products they were looking at on your store. Results for this type of Facebook ad have shown a 3 fold increase in conversion rates and a 65% decrease in cost per click when implemented. Plus, the products displayed are 100% personalized based on your customers’ previous searches and/or purchases, making it more likely to interest your customer and drive them back to your store to buy.
Turn negative reviews into lifelong customers
There are 4 key steps to turning any negative reviews into happy, loyal customers: 1. Address negative reviews quickly. Don’t let more than 24 hours pass before replying to a negative customer review or comment. 2. Put yourself in their shoes and show empathy. Make your customers feel that their thoughts have been heard, acknowledge how frustrating the situation is and emphasize that you value their feedback. 3. Apologize and offer solutions. By accepting responsibility and taking action to fix the problem, you’ll win your customer’s respect. 4. Plan for the future and make changes. Use the feedback received in negative reviews to make changes in your business and avoid the same problem in the future.
Make great customer service core to your business
While you need to earn a profit, foregoing good customer service can backfire in the long-run. Focus on retention from day one in order to turn first-time shoppers into lifelong fans. Show integrity, be honest and own up to your mistakes – customers will appreciate that you are an honest business owner. Reward your customers’ loyalty, always over-deliver and maintain the consistency of your service. Offering good service to one customer but not to another isn’t likely to make customers trust you and stick around.