As you already know, the Domain.com team travels to quite a few conferences throughout the year. Aside from all the Domain.com swag we give away, these events are an awesome opportunity to speak with our customers. We hear a lot of great questions – how will a new domain extension help my business, how important is domain privacy, how can I use social media to help me? But without a doubt, the most common thing we hear is – how do I improve customer loyalty?
If done the right way, it’s fairly simple to get your website up and running, and with some incentive to the customer to get started, it’s easy to grow a solid base. But how do you get people to continue using your services? And not just that – how do you get them to recommend you? Check out some tips below to get you started.
Focus on Valuable Customers. You already know who they are. Your most valuable customers are not just repeat purchasers. These customers are the ones recommending your services to their friends, colleagues, and clients. Your VIPs should not be ignored. If you’re an online-only business, coupon codes, customer spotlights, and early bird access go a long way to making a customer feel invaluable. If you’re a brick-and-mortar store, happy hours, special guest, and gifts with purchase will keep your VIPs coming back for more.
Invest in Your Customer Loyalty. Reward incentives are huge drivers for bringing your customers back. Whether it’s exclusive email offers, advanced purchase opportunities, or frequent shopper cards, when customers know they are getting a deal, they’ll be more likely to keep coming back. Pepper incentives throughout the month, and test discount levels that generate the greatest amount of revenue. After some time, you’ll have a good idea of what’s working.
Listen to Customer Feedback. It may not always be what you want to hear, but your customer feedback is a pretty strong indicator of how you’re doing as a business. Dedicate a page on your site to contact information and social media information, and list in detail the best ways to reach you. Frustrated customers are often just looking to be heard. If you provide an ear, and a resolution, you’ll be easily forgiven. Additionally, pay attention to customer suggestions. We are often so “in” what we’re doing, it’s hard to see what could be done better. Your customers like you, and they want you succeed. Their helpful suggestions could go a long way.
Provide Meaningful Customer Service. Customer service does not need to just be reactive. Sure, when we think of customer service we think resolution of issues, answering questions, and straightening out billing. But providing proactive outreach to customers benefits both you and them. Quarterly surveys, email campaigns, even bi-monthly phone calls will help to identify lingering issues, or even better, tell you what you’re doing well.
With so much going on, it’s often hard to remember how important customer loyalty is to your business. With a few tweaks, you could be on your way to making more money, growing your customer base, and finding better overall success.