Congratulations! You landed a new customer—and they love you. As long as you continue to provide good products, reasonable prices, and great customer service, they’ll stay loyal as long as you don’t mess things up. Right?
Not necessarily. In today’s competitive world, you cannot take your customers for granted. You’ve worked hard to win them, but just like any relationship, you have to put in effort to make it last. This is one of the areas where sending regular personalized print and email communications pays off.
Here are five ideas for keeping customers happy and retaining them over the long term.
· Keep them up to date. Send a monthly print or email newsletter. Tell customer stories. Talk about new products. Provide insight they wouldn’t otherwise get. Speak to them by name and customize the content to be more interesting and relevant to them.
· Ask their opinion. Ask them how you are doing. It’s a great way to let people know you value their opinion . . . and their business. Use personalized URLs to make this easy and append the data back into your marketing database automatically.
· Send a card. Do you know your customers’ birthdays? How about the date they first became customers? Send them personalized “thank you’ notes and cards as a way to let them know you appreciate them.
· Offer advice. Once in a while, offer some free advice. If you’re a landscaping company, you might suggest the easiest care perennials for the upcoming season. If you’re a real estate office, you might alert them to the latest trends in front porch décor.
· Discounts galore! Send a coupon for a discount or a freebie “just because.” It continually re-engages your customers and helps them see the value in their relationship with you.
Client retention is critical to your bottom-line success. Be a company that does this well, and you’ll reap the benefits of great brand recognition and long-term customer relationships.