The best way to promote your brand is through word of mouth and who better to do that than your customers. As a start-up, you’re always in search for more and more customers to improve your brand value but there comes a point when you realise that it is more important to create and retain loyal customers than to keep chasing new ones. Ultimately customer satisfaction is the primary driving force behind boosting customer loyalty and thereby greater profits.
Through this article we’ve suggested few simple ways to increase your customer loyalty.
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Observation
Always pay attention and observe every move your customer makes. From what they are in search for and their behaviour to what they expect from you. Try to perceive a pattern and then study and adjust to it. This helps you cater to your customer better and makes them realise that you understand their needs clearly.
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Be Prepared
Always be prepared for a number of direct and sometimes even unrelated questions that may be fired at you. You should always have more answers than the questions the customer may have. This portrays your skill and expertise in the field.
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Offer the best Customer Care Service
The way to a customer’s heart is through a ton of discounts, free hampers and other such over and above bonuses. Go the extra mile and send small gift hampers or vouchers on their Birthdays and Anniversaries. Always provide the best kind of incentives that would attract your customers. Be available to your customers at all possible times and be ever-ready to hear your customer out. Find a quick solution to any customer complaint.
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Don’t be too pushy
In the process of persuasion never go over-board. Some employees are ready to do anything and everything to convince the customer to avail a service or buy a product. However, too much of persuasion may just frustrate the customer who may not want to come back to your store, no matter how good your products may be. Provide all options and give a suggestion or two, but let the final call be theirs. Be Patient.
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Train your Employees
The most important factor is to train your salesmen with the best set of skills. They are the ones who will be in constant contact with the customer. They should be able to convince a customer without coming off as being too pushy and at the same time they should be someone approachable.
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Be Presentable
First impressions are the last impressions. Salesmen should be well dressed and presentable. An appealing salesperson is someone the customer is more ready to approach. A simple smile or a friendly hello could mean a lot to a customer. A positive attitude and professional behaviour is always pleasing for any customer.
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Build a Reliable Reputation
Your reputation has a great impact on your company’s goodwill and thereby reliability on your products and services. A loyal customer helps build that reputation. Be the one-point contact for the customer and communicate regularly with them updating them on any new offers, services or products. Build a healthy relationship with your customer by honouring your promises made to them and at the same time respect their privacy.
Neither of the factors alone would help you gain customer loyalty, but combinations of these are sure to be starters to something big.
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