Ok, you know that it is more cost effective to retain customers than to acquire new ones. You know that good customer management is the most cost-effective way to increase customer satisfaction. You know that customer loyalty secures your sales, reduces costs and that a satisfied customer recommends your company.
Ok, you know that it is more cost effective to retain customers than to acquire new ones. You know that good customer management is the most cost-effective way to increase customer satisfaction. You know that customer loyalty secures your sales, reduces costs and that a satisfied customer recommends your company.
But how can you improve customer loyalty?
First of all, you have to understand that not every regular customer is loyal to your company. Maybe he only buys from you because:
You are the most convenient or the only supplier at the moment, he has got used to using your products, you are easy to reach, he knows one of your employees or you even have a direct contract with him, but all this only makes him a regular customer. He would simply switch to another provider if the new one offers the same deal.
On the other hand, a loyal customer is convinced of your product or service and is not interested in other providers.
Even if you have very loyal customers, this does not mean that they buy 100% of your goods. A split between several suppliers is conceivable, in which case your aim is to further maximise your share of their expenditure. As this mix of regular and loyal customers can make up a significant proportion of your turnover, it makes sense to include them in your marketing decisions. Ask them for their opinion. They will see how much you value them and it will give you valuable feedback for your planning. Think of them as your own little market research department. It saves a lot of time, effort and money.
Especially with this loyal client, you should thank them with an innovative scheme.
Send your client a few ATGs and encourage them to continue to be loyal to you. The ATG will grow in his wallet, just like your business relationship. What could be better?