Delight your Clients
Anyone with half a brain can satisfy a customer. But only when you continually delight customers will they keep coming back. You should aim to exceed your customers expectations on every interaction that they have with you. Do this consistently, and you will have a customer for life.
For example, you think your loyal client could benefit from reading a section of your ebook or an article you’ve written? Surprise them and make it a gift. Sure, you could say, “I’ll give you a fifty percent discount.” Forego the money. Give your client a reason to stick around and spend a thousand dollars instead.
Personalise, personalise, personalise
“We are entering an era where one size no longer fits all-or even a few. We are entering an era where one size fits one. It is highly personalized, customer-centric, customer-driven.” (From One Size Fits One: Building Relationships One Customer and One Employee at a Time).
Known variously as customer relationship management (CRM) and one-to-one marketing, personalisation is being practiced by businesses large and small across all sectors of the economy. The message here is simple: you want to lavish personal attention on customers who are going to reciprocate by being consistently good purchasers of your product or service.
Give these customers an incentive to share information about themselves that you can use when you contact them next. The more your customers feel as though you are treating them individually, the more likely they are to continue their relationship with you.
A guarantee is a powerful tool for keeping your customers when they might otherwise go elsewhere. With a good guarantee, you tell your customers where and how to complain, and that complaining is worth their time and effort. It also shows that you care. A good guarantee is unconditional, easy to understand, meaningful, easy to invoke and easy to collect on.
Ask for Feedback
If you don’t know what your customer thinks about you, your business, your product and your services, then you might as well close shop.
People will endorse your business not because they think it looks good, but because they know it is good. If they have problems with your services, customers are the best source of objective advice on how to make improvements. So have a process in place where you regularly ask them for feedback. And once they’ve given it to you, let them know how you are going to use it. They will begin to feel involved in your business, and are more likely to send other people your way.