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07.15.04
 By
Sarah J. Doyle
There was a time when customers were fiercely loyal. Today, however,
customers seem to have a "what's in it for me" attitude, and will
jump from one merchant to another to "find the best deal" or whatever
will satisfy their needs at that moment. They do business on a one-way
basis. Yet, there is always the lure of "customers for life" possibility.
Companies, large and small, are working harder than ever to become
100% customer sensitive as they attempt to gain and keep their customers.
Yet, the customers still leave.
The realistic goal is to try to capture and retain the customer for
a period of time and build "limited" loyalty. We want to give you
15 suggestions for "building" customer loyalty. Be implementing as
many as possible that pertain to your particular type of business,
the better chance you have of keeping that "fickle" customer. |
1.
Provide the very best service! Educate the customers on how you
provide the best service, then do wat you say you'll do. Show enthusiasm
for going out of your way to prove that you're highly service-oriented.
2. Provide toll-free telepone access. Those that provide 800
number service are letting their customers know that they are making
it as easy as possible for them to communicate with the business.
3. Get customer feed-back. Listen to what the customers are
saying. Use their suggestions to help shape your business.
4. Say "thank you" at every opportunity. Let the customer know
that they are noticed and appreciated. Show appreciation. Let your
customers know that you want their business. Customers want to know
they are appreciated.
5. Respond promptly. Address customer complaints immediately.
For every customer that complains, there may be many that remain silent,
but disappear as customers. It is very important, therefore, to satisfy
those that do complain, in order to try to keep them as customers.
Help your customers solve their problems better than anyone else.
6. Stay in touch with your customers. Send helpful information
to them. A one-page "newsletter" or "bulletin" can do wonders for
retaining those precious customers. Add a couple of "specials" to
the information sheet; don't make it all ads.
7. Send holiday "thank you" cards. Since Christmas cards can
sometimes "get lost in the shuffle", why not try sending a "thank
you" card at Thanksgiving?
8. Offer more "freebies" than your competitors. This is especialy
valuable to mail order or direct mail businesses. A "freebie" with
a high perceived value, can increase the sale of almost any product
or service.
9. Be enthusiastic. An up-beat, positive attitude will let
the customer know you are happy they are doing business with you.
10. Answer the telephone promptly and don't act hurried. Acting
hurried raises the customer's anxiety level and gives them the idea
that you really would rather be doing someting else instead of talking
to them.
11. Recognize your faithful long-term customers. The customers
that keep buying and keep ordering from you deserve special treatment.
Offer "preferred customer" specials that you send out to only those
faithful customers.
Generate
more revenue from your advertising space
Have advertisers bid against each other for your advertising
space >>more
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12. Practice "niche" marketing. Look for markets which best
match your company's products and services. Then strive to become
a big fish in a small pond. Competition is generally less intense
in niche markets and your strong position will fend off unwanted intruders.
13. Use a voice mail or answering machine for after hour calls.
By making this service available to your customers, they can complete
a request or ask their question and realize that it's taken care of
so they won't have to think about calling the second time the next
day.
14. Return all phone calls. The voice mail or answering machine
won't provide any customer service at all unless you return the calls,
and return them promptly. Develop a reputation for returning calls.
15. Increase your promotional efforts. Keep your name in front
of the people. The more your name becomes a "household word",] the
more business will come your way. Small gifts such as refrigerator
magnets, pens or coffee mugs with your logo on it will bring your
name to mind every time the customer uses the item.
The key to success is to go on the offensive, taking action immediately
to demonstrate your initiative to gain the most favorable position
in the minds of all potential customers. By doing this, you will see
victory, success and ever- increasing profits.
About the Author:
Sarah J. Doyle is author of over 25 business, sewing and how-to books
and owner of 5 business, sewing and craft websites. Visit http://YouCanWorkAtHomeNow.com
for more tips, free articles and how-to information on work at home
careers and opportunities and http://SarahJDoyle.com
for additional FREE articles.
Read this Newsletter at:
http://www.smallbusinessupdate.com/2004/0715.html |
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| My company has about 35 websites that we have
contructed for clients in various fields... I wonder whether
the recently mentioned IP filters will hurt us in search engine
listings. I'm especially concerned because we now have a directory
site - socengine.com - that will point to all of our other sites.
Will this cause problems? ...
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