But your business, at the end of the day, isn’t about your site, product or plan.
It’s about your customers.
Studies show, repeatedly, that it’s far cheaper (and a better business strategy) to keep the customers you have. So, here are the three best ways to harness the power of those customers, to keep them happy, and to attract more customers like them.
Talk to Them
What do your top 20 customers all have in common? And what is the single most common reason customers don't shop with you a second time?
Your customers have more than your product in common, and by finding out what that is in as much detail as possible, you can provide new products and options that they’ll love and target your marketing to attract more like them!
Open the discussion. Email, call or survey customers periodically to get a better understanding of who they are and how they spend their time. The more you know them, the more you’ll be able to meet their needs. You’ll also have gained powerful insight into how and where to advertise for others.
Focus on Them
We really hope you’re using social media to market; now, take it to the next level with social listening. Set your alerts and keep your ears to the ground! What do your customers say about your products or services? Respond to and engage with them in a timely manner. It’s a great way to gather useful feedback and build relationships, and it can be free publicity, too!
And don’t forget to check your marketing copy for I and MY vs YOU and YOUR, then rewrite as needed to put the focus where it belongs: on YOUR customers.
This can’t be said enough: your customers are your business. So make sure you treat them with the respect they deserve! Respond quickly to social media, emails and site comments to continue your good customer relationship post-sale.
The easiest thing in the world is saying “thank you.” It costs almost nothing, but has a huge impact. Little things like this earn your consumers' trust, and in return, they’ll share their positive experiences with their friends and family.
That’s it. Your current customer base holds the key to repeat purchases and a wealth of new customers. They’re already at your fingertips, so try out these simple tips to keep them happy, and reap the rewards.