Building Customer Loyalty

Some say that customer loyalty is a thing of the past.

Don't believe it!

Customer loyalty has to be earned. Unfortunately, many businesses take it for granted, and do nothing to encourage that loyalty.

You can't buy loyalty. "Customer Appreciation" sales, for example, only bring short-term gain. People know the difference between getting a good deal and being appreciated.

Customer satisfaction is key in creating loyalty, and that's an ongoing process. It can't be accomplished with an advertising circular.

If you want to build customer loyalty, you also have to build relationships. Ideally, this happens starting from the time you first acquire a new customer. However, it's never too late to start.

Calling people by name can be one of your best relationship marketing tools. And it's a free marketing tool!

Go the extra mile for your customers. Don't just aim for customer satisfaction. Earn their loyalty by exceeding their expectations.

Thank your customers for their business - and mean it. A sincere "thank you so much, we really appreciate it" will help form a lasting impression.

Make the extra effort and send a regular customer, a new customer, or one who makes a significant purchase a thank-you letter or hand-written note. A personalized thank-you will be unexpected and appreciated.

A card, a note or even a small gift that can be picked up at your business can all be good relationship builders.

Nancy Richardson
CreateYourMarket.com publisher

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Quick Tips:

Enclose a business card promoting your website with each piece of outgoing mail.

Ask customers who frequently do business with you for a testimonial.

Promote your website URL offline on everything from bumper stickers to your answering machine message.

Want to reach the highest percentage of your target market?

Advertise in specialty publications including newspaper supplements devoted to a specific topic.

Marketing is crucial, but it doesn't always have to be serious.

Some of the most effective advertising campaigns rely on humor. Don't be afraid to make your customers laugh!

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