Building customer loyalty is a vital element for a small business. It aids in the return of first-time customers, which leads to building a solid customer base and make you stand out from your competition.
So how do you begin to achieve customer loyalty in a small business? We have prepared various fundamental ways to build customer loyalty and help make your important customers into regulars.
1. Making customers feel special
The first essential step in building loyalty with your customers is to make them feel special. This depends on the customer service that you provide from the moment they walk through your door for the first time and every time after that. Small businesses are often closely associated with local businesses and local customers. So it’s a good idea to make an effort to know and understand your customers – remember their names, their personality traits, and their key purchases to show that you listen and value their custom.
It is also advantageous to come up with a way of rewarding your customers like to offer a free gift if they spend so much with your company; creating a loyalty card system so at every purchase that the customers make, their card will be stamped or points added to it. And after they have purchased a certain amount of your products or collected a set number of points, customers could be rewarded with a free special product or service or both depending on the type of business that you are operating in.
2. Involving your customers
Customers’ involvement in your company is another great idea. This means that you are valuing your customers and not just have an interest in making your business money. This can be achieved by organising and holding community events like an open day, a coffee morning or an outdoor activity day.
Customers’ views are very important too. Think about setting up a suggestion box where they can put any ideas that could improve your business. Another suggestion that should be considered is to ask customers for feedback either by giving or emailing questionnaires. Creating online forums on your business website or social media channels will help you interact with your customers. This way you are keeping your customers happy and in return, you will be building trust and loyalty.
3. Improving the customer experience
Making an effort to improve customers’ experience is also essential in building customer loyalty. Always make sure to be helpful, reliable and consistent in delivering high-quality products or services for your customers.
It is vital that you thoroughly understand your offerings and have an exceptional experience of your industry so that you could help and give advice to your customers whenever necessary. This will lead to encouraging them to come back to you in the future.