Opening a New Store? Follow These Tips to Retain Your Customers
Customer loyalty is critically important for all businesses no matter how established your business is, as marketing focuses on delighting the existing customers along with attracting potential ones. Marketing Metrics suggest that the probability of selling to a new prospect is about 5-20%, while that to an existing customer is 60-70%. If the customers aren’t satisfied, they do not only leave you but also take their wrath to the social media platforms and join your competitors, costing you the bruised ego as well as the blow to the pocket. If you want to nurture your relationships with the clients, you need to work on customer care, as according to American Express Survey, 78% of the clients bail on the transaction or not make the purchase they intended to make before just because of the experience of poor service.
Following are some of the things with which you can offer client satisfaction, reassurance and consideration.
Treat Your Customers Like Kings:
70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
Take your customers like a valued partner and give them individual attention whenever they visit the store. Moreover, make your store as attractive as possible. With great lightening, decoration, and ambiance, dispensary companies like Cova are integrating technology like Point of Sale software through which the staff can serve their customers from anywhere. By offering such technologies, you give the impression that you actually care about your clients and are willing to make efforts for the convenience of their clients.
Connect With Them Through Social Media:
Customers who engage with companies over social media spend 20 -40% more money with those companies than other customers. (Bain & Company)
When it comes to social media interaction, customers are usually active with their opinions and so you can get constructive feedback by providing them the authentic means to express themselves. Build an online community and let the customers stay connected each other in order for them to be your support team as well. You should be active on your social media platform and build the authority in your field. This way you can make opportunities for yourself to stay on top of your game.
Always Be Kind & Courteous:
For every customer who bothers to complain, 26 other customers remain silent. (Office of Consumer Affairs)
As much as the customers are the lifeblood of your business, they do not always tend to highlight but do notice your kindness and gratitude towards them. Even the simple “thank you” or “we’re sorry” for minor inconveniences show that you appreciate them and these are the touch points in your business that you can add to let them know that they’re valued. Stay humble and sincere, so that they feel confident in buying the products/services you have to offer. Similarly, the inconsiderate behavior may not be mentioned by the clients every time, but they stop buying from you instead, which can be a severe blow to your business.
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