The ultimate goal of every business is to provide exceptional services to its customers and to win their loyalty so that they come back the next time. A business cannot solely depend on the new customers. The success depends largely on the repeat customers as well. You need to impress them with your services and customer handling tactics, so that they don’t look for other options. So let us take a closer look at the strategies which can convert a new customer into a repeat one.
1. Stop referring your customers to others.
This is the most annoying experience for a customer. Passing a customer from one employee to another just because you don’t have a solution to his problem, ends up with your customer losing the trust he had in you. See what you can do to solve the issue, and if you find it difficult, then refer him to the right person who can definitely resolve the problem.
2. Add personal touch to your services
Treating them just as your customers will not help you connect with them. Consider them as individual, and give them the importance as one. They will realize their importance for your business and will appreciate your courtesies towards them.
3. Be empathetic towards negative feedback
Acknowledge the feedback given by your customers as it is the only way to understand the fields you are doing well in and those which need to be worked upon. Be concerned about what is troubling the customers and learn to take the responsibility of the mistakes. Apologize for the wrong that happens so that your customers always have faith in you that you care about their problems.
4. Respond well to your customers
Every customer wants a quick response from the other end. So make sure you never delay answering them. Whenever they report an issue, apologize and start by offering them with appropriate solutions. If the process is time consuming for your customers, they will avoid getting back to you. So, they should not be kept waiting for too long.
5. Surprise your customers frequently
Everyone loves gifts. Even our customers are not an exception to this. So keep your customers delighted with gifts and discounts so that they just can’t resist themselves from coming back to you every time. You can use a point system for your customers or grant them coupons based on their involvement in your business.
6. Optimize social media
Stay connected with your customers on social media and keep updating them with the latest news. They would be happy to hear about any new developments in your business and will feel directly connected with you. Make sure you are consistent with your posts on social networking sites.
Your current customers are an asset to your company. It is always beneficial to spend most of your time and energy on retaining your old customers rather than attracting new ones, as the old ones are well acquainted with your products and services and play a key role in determining the success of your business.