These days, we have more choices than ever when it comes to spending our money – and who we’re spending it with. If we don’t like what one vendor is offering, there’s always another waiting in the wings. With all the options available to us, one might wonder if customer loyalty is still a thing? And if so, how do we build and maintain it?
In this week’s Conversations from the Corner Office, we’re talking loyalty with ID Plans CRO Seth Garber. He believes loyalty “still exists 100 percent,” and that now more than ever, businesses need to pay attention to keeping their customers satisfied.
“It’s such a competitive environment out there,” Garber says. “If you don’t give your customers what they want and need, someone else will.”
Here are five tips on how to keep your customers coming back for more.
Many companies struggle with finding ways to communicate with their customers, and it can be frustrating for everyone. Give your customers a clear point of contact so they know exactly who to reach out to when they have questions or concerns. Also, make sure you’re keeping up your database and logging your interactions so you can follow up in meaningful ways. For example, if your customer mentions the names of her kids, or a favorite hobby, jot it down and ask her about it later. Encourage customers to follow you on social media and follow them back. Make them feel like they’re your top priority, and they’ll be your customers for life.
While it may be easier for businesses to charge all their customers in the same way on the same day of the month, being flexible can go a long way toward building loyalty. You’re demonstrating that you’re willing to adjust to their schedules and their policies, and that you understand their needs may be different than those of your other customers. Plus, research has shown that offering different payment plans can actually lead to increased sales. It’s a win win!
It’s easy enough to set up a schedule where your customers receive automated emails every two weeks, but sometimes even the most “human” sounding messaging can come across as a little impersonal. That’s why it’s important to remember that your customers are real people who like doing business with other real people. Little touches like having a live person answering your business phone or sending a hand-signed greeting card for a birthday can go a long way in building customer loyalty.
Think about going into two stores at the mall that both sell shoes. At the first store you visit, the salesperson has a frown on his face. The second one? The clerk is smiling. Which one are you more likely to come back to? The same can go for B2B selling. Even if you’re doing all your sales over the phone, why not do it with a smile? Even though the person on the other end of the line can’t see you, there’s a good chance they can “hear” your smile – and that could end up paying off for both you and your potential new customer.
At ID Plans, a Client Success Team is in place and their sole responsible is keeping clients happy. Whether it’s answering their questions, listening to their concerns, or conducting personalized one-on-one training sessions, customers know they have someone in their corner when they need help. Not only does it make them feel valued, it can also generate more business for you. Why? Because you’re showing that you care about them long after the sale is made. That’s a surefire recipe for loyalty.
ID Plans has built a loyal following of some of the top commercial real estate firms in the industry. Find out what our software solutions can do for you. Schedule a demo today by emailing us at firstname.lastname@example.org.