Strategies that wow your already loyal customers
I’ve been coming to the same café in my regional city for the last seven years. Every. Single. Day. Through COVID, I made it my mission to keep this small business open, and I wholeheartedly supported their pivot to take-away and delivery. In the middle of winter, I rugged-up and masked-up, just to make my daily trek to their adjusted outdoor coffee service (shut-downs permitting, of course…).
Since taking a leap into the world of business start-up /small business owner / entrepreneur, this has gotten me to thinking… what are the strategies that keep already engaged and loyal customers coming back for that good thing you’re serving?
Good coffee is an obvious answer, but I think we can dig a bit deeper….
Loyal clients are the lifeblood of any business. Their trust in your product or service, and their continued support will contribute significantly to your success. So how do you WOW those customers who are already loyal and how do you deepen their connection with your brand?
I’ve got a few thoughts…
1. Build authentic rapport
Emotional bonds matter. There is a benefit to showing genuine care, transparency, and consistently exceed expectations. Trust and rapport lead to positive reviews, word-of-mouth marketing, and more satisfied clients.
2. Swiftly address queries
Fast support is crucial. Slow responses can dampen the client experience. Businesses that WOW their customers prioritise timely assistance to maintain their satisfaction.
3. Being proactive
The best in the business can anticipate their customer’s needs. They reach out before they ask. Proactive communication shows attentiveness and dedication.
4. First impressions matter
This one is a no-brainer, and yet so many opportunities are squandered… but making their initial experience memorable and ensuring their first interactions with your brand are exceptional, will go a long way to encouraging a return visit.
5. Personalisation is key
As much as possible, try to tailor your communication and offerings to the individual. Understand their motivations, needs, and pain points. Personalisation fosters loyalty.
6. Gather feedback and act on it
Regularly seek their opinions and feedback! Ask your customers directly how you could improve what you do and use their insights to improve your services. Everyone appreciates being heard.
7. Surprise them
Also simple, and so effective - unexpected rewards, exclusive access, or personalised gestures delight clients. My café has served up surprises for myself and my children so often, and it never fails to delight! These small surprises go a long way.
8. Express Gratitude
A simple “thank you” reinforces their loyalty. Thank you for your continued business, it means a lot.
Loyal clients really are the goal of any business and taking time to perfect these simple strategies is time well spent. Loyal customers not only stay, but they also go on to become advocates for your business and your brand.
Their positive experiences contribute to your business growth.
