Building a strong and lasting customer relationship is one of the easiest ways of providing great customer service and a first class client experience. It is also one of the simplest ways of retaining loyal customers for years to come. After all, it’s far easier to grow your customer base with loyal past customers than it is to find new clients in the future! So here are my five simple ways to boost your client relationships and therefore boost your customer base.
In other words: how can you keep your customer coming back and buying your services?
Often, winning the client or customer for the first time is the easiest bit. Delivering what they want, expect and are paying for can be tough according to the personality traits involved. But further to that, how can you get them to buy your other services or keep them interested in what you have to say?
Retaining clients is the holy grail for all companies because a happy client will pay on time, recommend you to others and be the best potential purchaser of your new products and services. Financially-speaking it is also cheaper to maintain a long-standing, happy client than it is to chase new customer wins. This may be true but beware falling into a comfortable, cosy, incumbent client situation. Over-reliance on one or two customers and a lack of new business wins could easily turn a seemingly good business situation into a non-existent one if those clients left for whatever reason.
A few strategic points to keep an eye on regularly:
- Make sure your existing clients are happy, but don’t pander to them too much
- Maintain a pipeline of new business leads and meetings
- Happy clients = happy balance sheet + happy workplace
- Reward client loyalty with special offers and unexpected actions
- Keep relationships fresh and interesting
I’m hesitant to use another Virgin example and especially one for Virgin Media when there may be some disgruntled customers out there, but this advert is a great example of customer retention marketing. It is also using an object, in this case a ‘NICE’ biscuit, which has a positive imprint with most people. Almost everyone likes biscuits, even if they’re not a fan of ‘NICE’ ones.
- In one simple effective image and tagline, they have communicated:
- Ongoing service is free to you as an existing customer
- They are nice people
- You would enjoy spending time with them
- They go the extra mile
It is really is a very simple premise, but keeping everyone happy will ensure a smoother ride all round. In a small business it is easy to over analyse every client interaction and try to second-guess what they might want or how they will react. As with the other key relationships in your life, it becomes a question of common sense and intuition as to how you deal with your customers. It’s all too easy to bend over backwards and give them everything they ask for but in the long run, you are doing yourself and them a disservice. Their expectation will always be thus and you will go to increasingly extreme (and costly) lengths to ensure delivery. Relationships are a two-way street and a solid, long relationship is one where both parties are happy.
It’s December! Which means that we are allowed to be officially excited for Christmas. There are so many things that we love about this month but here are just a few of our favourites.
A large portion of the country will be experiencing snow this month and regardless of whether you find it heavenly or a hindrance, you have to admit that it is an essential part of December. Personally, we love it. The ground looks perfect, the windows are frosty, the trees are sparkling and everything has an air of magic about it.
Christmas shopping! We all have a love/hate relationship with it. Yes, it’s stressful and busy and a bit elbow bashing at times, but we can’t help but love the excitement that comes along with it. Seeing everyone rushing to and fro with armfuls of bags and boxes just puts a smile on our face.
And finally, Christmas decorations have got to be the biggest December love of ours. It’s the only time of year where it’s appropriate to put a tree in your living room and put hundreds of lights everywhere. We love the wreaths, the trees, the candles, the lights, the holly and the mistletoe. For us, that is when December comes alive and casts its magic.
What is your favourite part of December?
Partnerships are key to helping grow your business. There are many ways to drive your sales channels. Thankfully not all of them cost money. They may impact a little on your time and require some energy, to begin with. But there is no actual hard cost. We are talking about finding the right partnerships for your business. These can come in many different guises. That is if you decide you would like to include trusted partners as a business proposition.
It’s not many weeks until it’s time to head back to school so now is the time to put your business at the forefront of your customer’s mind. If you take the time and make the effort to come up with a creative promotional strategy you can:
- Promote and get your business in front of potential customers.
- Drive traffic to your website.
- Convert visitors into actual buyers.
- Strengthen your relationship with current customers.
To help maximise your sales opportunities here are three back to school marketing tips to help make your business stand out and convince customers to stop and shop!