Posted by Melissa Williams Netherton
You have probably heard the saying that it is easier to get more business out of an existing customer than it is to get a new customer, and this is definitely true! But how do you get your customers to fall in love with your brand and become repeat buyers? Well the good news is it doesn’t take Cupid’s arrow to make them swoon over your business and come back for more. Just adding a couple changes to the way you handle client relations should be enough to bring you some repeat business from your existing customer base! Here are a few ideas to get you started!
Create a Loyalty Program
A loyalty program is a great way to start getting some repeat clientele. The way this works is you offer some sort of loyalty perk for your clients, either once they purchase a certain number of items, or reach a certain dollar amount in your store. When people have an incentive to buy more with you, they likely will. Instead of shopping around for other online retailers, this loyalty program should help bring back customers who are looking for gifts, or may be enough encouragement to get them to buy that extra something they have been eyeing in your store.
Personalized Recommendations
One of the great things about being a small business versus a big box store is the personalized service that we can give to customers. Each and every customer should feel like they are your one and only when they shop with you. Sometimes this can seem hard to accomplish online, but it really isn’t that hard to do. When someone makes a purchase on your site, do you have a way to follow up with them and suggest other items they might like? There are many ways to do this, depending on how much time you have available and whether you offer products that are matched or pair nicely together.
One way to make personalized recommendations is to email your customers some suggestions based on what they purchased in the past. For instance, say a client has purchased a coffee mug from you. Perhaps they would be interested in other kitchen items you offer. By sending them an email with links to products they might also like, you may end up with another sale!
Another way to make personalized recommendations for current customers is to include some information on other products available when you send out their original package. Something like, “Thank you so much for purchasing the Custom Heart Necklace. Did you know that we also offer a matching pair of earrings?” might go a long way towards keeping your customers happy and coming back to do more business with you in the future. You can also check in with them by sending a personal email to ask how they are enjoying their purchase, keeping your store at the top of their mind, and making them feel oh so loved in the process!
A Thank You Discount
While discounts are not something you want to get in the habit of always offering, a special discount for first time buyers who come back for a second purchase can be a great way to get some repeat business. Include a special one-time use coupon for your customer, letting them know that the discount is a thank you for their business. It doesn’t have to be a huge discount, but having it will likely get them to come back to your shop again!
Keep in Touch
Do your customers remember your brand after they are done shopping? Sometimes, with how busy life can get, out of sight out of mind is a reality and although your customers might love you and want to shop with you again, they may just forget to do so. Do your customers hear from you with a newsletter? Do they see updates on your blog and Facebook page? You don’t have to be too pesky with the reminders, but a monthly newsletter that features all the new additions for the month, plus an article that is interesting to your target market will help to keep you at the top of your customers’ minds. Staying in their line of sight means more likelihood that they will shop with you when it comes to buying gifts, or choosing a special something for themselves.
It is often the little things that say I love you, and it is no different when it comes to customers! When you send out orders, do you include a handwritten thank you note? Do you offer gift-wrapping options? Offering these special boutique services can help create the feeling of a personalized experience for your customers, and will make them feel special, a feeling that is sure to keep them shopping with you more often.
You don’t need to include all these ideas in your customer service plan in order to build brand loyalty and bring back customers that love your work. By just making a few small changes to what you are already doing, each customer that shops with you will feel special and will be more likely to come back in the future!
