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8 Tips for Gaining Repeat Customers

Everyone loves a repeat customer. The probability of selling to them is typically much higher than it is with a new prospect. So how do you turn one-time customers, even the disgruntled ones, into repeat clients?

Probably through a little trial and error. In today’s world, there are myriad ways to create loyalty and lure people back to a company. You get to devise your own combination of retention tactics that make sense for your particular brand. Here are some of the best ways to get more people to come back for more:

1. Expand Customer Support

You know the saying: people will forget what you did, but they won’t forget how you made them feel. Shoppers appreciate it when customer support extends beyond a brief exchange at the register. Good customer support allows companies to connect with people on a human level and create a lasting impression. If someone is undecided, message them updates and find out more about their needs. That level of attention can turn an apathetic customer into a loyal one.

2. Offer Packages

Enticing someone with a package deal is one of the quickest ways to ensure repeat customers. Think like a midwestern HVAC company that promotes its fall and spring services together. Everyone needs both, right? Look for seasonal themes to sell group deals. Package deals give you a chance to provide a quality experience the person will remember and, hopefully, share with other potential clients.

3. Simplify Point of Sale

Do customers have to jump through hoops to make a purchase on your website? Businesses lose customers when they make them go through several steps at checkout or complete unnecessary forms. Perhaps it’s time to review your online practices. Be sure that shoppers who want to backtrack, change an order, or add another item can do so easily and in as few steps as possible.

4. Reward Loyal Customers

Loyalty programs are commonly used to increase conversions while rewarding customers for their repeat purchases. Even small gestures tell people you appreciate their business.

A loyalty program can be as simple as you want it to be. For instance, customers can be rewarded with a small discount on their second purchase, or after spending a set dollar amount. Loyalty programs can also function as a way for businesses to keep track of their highest paying and most frequent customers.

5. Reply to Reviews

Business reviews are one of the most cost-effective ways to make your business stand out online. But you do have to put in some effort to maximize the exposure. Replying to them is key to building your customers’ trust. It’s a chance to thank them, answer questions, and remind them of your awesome offerings.

6. Respond to Online Criticism

Past customers often leave reviews on social media sites like Facebook and Yelp, as well as through apps such as Google My Business (GMB). Negative reviews are especially important, as they let you know about areas that might need improvement. If neglected, they can gain traction and give you a reputation for poor service.

But a negative comment can actually work in your favor. Not only can you win a customer back, but you’ll impress others with your level of customer care.

7. Request Customer Feedback

It costs nothing to send a brief survey to a client list asking about their recent experiences. When people are involved in the delivery of products or services they buy, it automatically creates a rapport with the company.

Just be sure to pay attention to the feedback you receive. A two-pronged approach might include implementing a good suggestion and then referencing the comment that inspired it in future marketing. That lets people know you’re listening.

8. Be Genuine

Lest we forget: corporations are people, at least according to the Supreme Court. Does yours communicate like one? A small interaction can win someone over at pretty much any stage of the game.

In an increasingly branded world, people are more and more drawn to “real” personalities. That doesn’t have to mean reinventing the wheel, though. Maybe a bit more personality could be infused into your company branding. Even the biggest companies try to make their ads seem as authentic as possible. Look for ways to infuse your corporate messaging with a personality that seems approachable and real.

We’re happy to share our expertise and answer your questions at Connections Marketing. Our experts can craft a marketing plan that brings repeat sales to a new level. Contact us today to find out more.

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