Written by Vivek Jaiswal | Co-founder, Customer Guru
It is natural for every brand to treat their new customers with overwhelming love and warmth, only to forget all about them as soon as the next set of new customers show up.
If you think your job is to just gain customers, you cannot be more wrong! Your job is to marry them. Every customer who walks in becomes a vital part of your brand and thereby, the reason for its growth. Like in any marriage, you need to show your concern and shower attention on them regularly, but what is foremost is to remember them.
You remember your customers, they will remember your brand.
The Loyalty Effect author, and the founder of NPS®, Frederich F. Reichheld found that it is more profitable for a business owner to keep loyal customers than scrambling to find new ones. His research showed that loyal customers tend to stay, pay more, and don’t look elsewhere for a cheaper alternative. Also, they provide worthwhile client referrals, thereby boosting the business.
If they love you, they will flaunt you.
It is general tendency of people to revisit their favourite places and in each visit, there is a greater chance of bringing new people to show around. If your brand happens to be their favourite destination, you have to be at your best courteous self. They look forward to getting special treatment while exploring your new products.
The more you pamper, the longer they stay.
With social media becoming the most impactful medium in this era, even your sneeze could be the topic of discussion thereby putting you under the limelight. You give your customers a gift after their purchase, it is shared; you forget to recognise them, that would be shared too.
Taking your loyal customers for granted can really slow down your business. Everybody values gratitude and so do your customers. Thanking them generously with a genuine smile and expressing how they have helped your brand grow is the least you can do to hold onto them. The quote below hits the nail on the head:
Your smile is your logo, your personality is your business card and how you leave others feeling after having an experience becomes your trademark.
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