The sales process doesn’t end with a new customer making a purchase. In fact, it’s just the beginning.
Businesses achieve success not just from closing the sale, but by turning new customers into repeat customers loyal to your products or services.
According to data from Marketing Metrics, eConsultancy and Adobe, loyal shoppers are five-to-nine times more likely to make a purchase than first-time buyers. Additionally, repeat shoppers account for 41 percent of total online sales, as stated in the 2012 Adobe report, “The ROI from Marketing to Existing Online Customers.”
The stats are clear: Great Product + Loyal Customers = Increased Sales. But how does a business build loyalty among its customers?
Here’s how any business can instantly boost repeat sales:
- Coupons, discounts and specials.The best way to build loyalty is by saving your customers money. Show your appreciation for them (and generate sales at the same time) through exclusive promotions. Host a customer appreciation month with discounted products or services. Post coupons on your Facebook page accessible only to those who “like” your page. Tweet monthly specials to customers who follow your business. And even if you’re not tech-savvy, don’t discount the potential for mobile coupons.According to Juniper Research, the total redemption value of mobile coupons will exceed $43 billion globally by 2016. Mobile coupons are the perfect loyalty perk for customers reliant on their smartphones for finding hot deals.
- Provide excellent customer service.Whether it’s a receptionist at a large company or the owner of a small business who takes customer phone calls, caring about your customers breeds loyalty. In today’s fast-paced society, some businesses don’t take the time to foster good relationships with their customers.However, 72 percent of respondents to a 2012 survey by customer support software Zendesk said customer service was what made them loyal to a particular brand or business.Providing exceptional customer support-whether in-person, over the phone or online-can set your business apart from the competition.
- Communicate regularly.Your customers are your friends.Reach out to them regularly through newsletters and e-mail messages, just as you would your friends. As a business practice, be sure to collect your customers’ e-mail addresses whenever possible. Also consider utilizing a professional e-marketing provider like Constant Contact to create professional newsletters and messages that catch customers’ eyes. Communicate information beneficial to them, such as coupons or tips.Consistent messaging shows you care about your customers; it also keeps your name in front of them, resulting in more repeat sales.
- Boost your social media presence.Establishing social media pages on Facebook, Twitter and LinkedIn can tie together all of the above tips. They also create an inviting community for loyal customers to gather, share feedback and interact with your business in a casual atmosphere.Social media provides a “personal touch” that goes a long way with customers.According to a study by market research firm Lab42, 77 percent of respondents who “liked” a business on Facebook had saved money on their products/services.
- Create convenience.We live in an online, 24/7 society. Your business must reside there, too.Eliminate the roadblocks for your customers to interact (and purchase) from you by offering convenient ways to purchase your products and services online. “Normal business hours” should not be in the vocabulary of a 21st century business. Today’s consumers are accustomed to purchasing a product or booking a service appointment at any hour.Your Web site and social media pages are powerful customer loyalty tools. Make good use of them by allowing customers to interact with your brand.
For most businesses, it’s easier to retain customers than gain new ones. Take the above tips to heart and begin boosting your repeat customer sales today.
Ready to learn more? Schedule your free demo today.