Above Average Customer Service
No matter where the consumers are found, they will always appreciate excellent customer service. Even if they have a problem with the product, responsive customer service will keep them returning. Many consumers (though not all) are even willing to pay a higher price when they know they can depend on good customer service. Keeping clients pleased even when there are problems, will win you repeat patronage of your business.
Even though you have made the sale, the marketing continues to the consumer. In order to gain repeat sales, any marketing done directly to that consumer should be personalized to them. This personalization includes using names, offering products that may appeal to them based on past choices, and timed sale offers when it would be predicted that the customer would be in need of the product again. Help the customer feel not as one of many, but that business has been done before, and a relationship has been established.
Offer A Loyalty Program
Consumer loyalty can mean a lot to a business, and a company can keep customers returning with some sort of loyalty program. It may be the traditional idea of a free product after a designated amount of purchases. Or it may be a coupon for a discount offered only to those who have made a purchase, redeemable for the next purchase. Consumers enjoy getting a deal, and they will continue offering repeat business to save money.
Look to the customers for feedback. Follow up, without being demanding or overwhelming. A business will not be getting repeat customers every time, but they need to know why. Not all people will complain when they are unhappy with a purchase, unless they are asked. The value of feedback is enormous. It speaks directly as to why a consumer may not be a repeat customer, and allows the company to make the applicable changes. It may also allow the business to rectify their mistake for that particular consumer, and make a repeat customer from the experience. Seeking feedback from repeat customers is just as important as first time sales. A problem can occur at any time that has a repeat customer looking elsewhere.
Never assume that the job ends when the sale goes through. Companies rely on repeat business to keep them growing to new heights.
Disclosure of Material Connection: Some of the links in the post above are “affiliate links.” This means if you click on the link and purchase the item, I will receive an affiliate commission. Regardless, I only recommend products or services I use personally and believe will add value to my readers. I am disclosing this in accordance with the Federal Trade Commission’s 16 CFR, Part 255: “Guides Concerning the Use of Endorsements and Testimonials in Advertising.”
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