Moneypennny, let me tell you the secret of the world.

The secret of loyal customers

14 Sep 2018 in

Let me tell you a secret. The insight that makes successful companies lose fewer customers than others and thus become more successful. Relationships with customers are just like private relationships, everyone wants to feel seen, appreciated and shown attention.

To give customers the opportunity to be in control themselves and not having to adapt their work to the vendor's ceded routines is to show consideration for their time. The fact that customers have access to information reduces their uncertainty.

Showing consideration and appreciation as well as showing care cares for a good relationship, which in turn causes the relationship to last longer.

Defend your place in customers' hearts

In the purchase periods, you must show customers that you are located. Show that you are there when the need for what you deliver appears in their heads. Needs go for cycles and the relationship must also work between orders.

By providing first-class service even between orders, you keep the positive feel of the customer. Be sure to provide tips on how the best customer can use the product you deliver even if it does not lead to a specific purchase.

At the same time, it is important to show consideration for the customer and not to force too much on. Make sure the customer is looking to you for consultation and that you always are available.

Find out what customers appreciate

Ask customers about what they like about your cooperation. Do they get the service they want?

Try to find ways to ask these questions in connection with the actual activities that occur. Instead of sending overall surveys to the customer who is filled in long after a delivery has occurred, it is better to get instant feedback in a structured way.

Then be sure to thank the customer properly when they provided feedback, even if it was negative.

Reward the faithful customer

Rewarding a faithful customer need not only be in the form of giving them discounts or special offers. It may also be in the form of learning them things that they otherwise did not know about. The fact that over time they gain a greater insight into how you work is something you can help with.

Is there the opportunity to create recognition of the customers who are knowledgeable? Can the insight into the company's products and working methods be of value for the customer's employees in their own roles?

In the situations the customer strives to answer your questions, it may be a good place to show the appreciation for this.

Show customers that they are important to you

Show your customers that it's important for you that they always get answers to their questions, have updated information and is easy to reach. Even when they do not plan to buy anything just for the moment.

Show that you are here to stay

By showing the customer that you are investing in long-term cooperation where you are interested in letting them into a real cooperation, you prove that you are taking the relationship seriously. Widening contact areas so that several people at the customer side have access to information and know how they interact with you show that you not only have delivered to the customer but are a long-term business partner.

Read more about the cost of loosing a customer