How to Maintain Customer Loyalty

I’m sure you know that it’s far easier to sell to an existing customer than a brand new prospect. With that in mind, what can you do to enhance your current customer’s experience and maintain their loyalty?

Think about the businesses you consistently patronize. What have they done to capture your loyalty? What makes you go back? Are there any businesses you wouldn’t dream of switching from, no matter what? What about the suppliers you love doing business with, what have they done to capture your loyalty?

I have a favorite store where I buy many of my clothes. Recently, I left an important package at the store that I needed for a business appointment the next day. A sales associate from the store drove miles to my home to deliver the package. Not only do I love their clothes, I love how they go above and beyond to keep my happy. Think I’m loyal to that store? You bet!

Here’s a request for today. Think about creative ways you can go above and beyond to make your customers feel special and cement their loyalty. (It goes without saying you’re already providing great service!)

Here are five suggestions to get you started:

1. Send unexpected small gifts, just to show your appreciation. One savvy promotional distributor sent flowers to her best customers the first day of spring. Another distributor sends monthly imprinted gifts to keep his name visible and in front of his best prospects. He models what he wants them to do.

2. Send useful articles or books customers would enjoy reading and would help improve their bottom line.

3. Start a customer loyalty program with special perks and discounts for increased promotional products business. Think about all the creative promotional products you can use to make this program a hit.

4. Provide additional services such as graphic design, fulfillment and marketing plans, services that help make your customers life easier will help increase loyalty.

5. Be a partner in your customer’s success by having a thorough understanding of their business and their challenges. The more you know the better you can help them.

These tips are just the beginning. With so much competition for business these days you need to go the extra mile to stand out and build loyalty.

I’d love to know what you’re doing to create loyalty. Leave a comment below.