1. Provide
Excellent Product/Service:
Whatever the product or service
you’re selling it must meet the expectations of
the customer.
It must live up to the promise and
provide value to the customer.
If the customer is not satisfied with the
product or servie they paid for they will return
angry to get their money back or they will not
return at all.
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2. Make A
Value Proposition:
Give the customer an incentive to
purchase the product or service.
If they believe that they are getting a
better value from you rather than your
competitors they will return for more.
If you’re selling a 12 inch pizza for
$5.00 with any toppings that the customer wants
and your competitor is selling the same size
pizza for $5.00 but with a choice of only two
toppings, then your proposition has more value
than your competitor and will appeal more to the
customer.
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3. Keep In
Touch:
Keeping touch with someone is a
way to remind them that you care.
This is true in all relationships
including a business-to-customer relationship.
Follow up with your customers not only to
thank them for purchasing from you but also to
inform them of upcoming opportunities for
savings and excellent service.
Follow up in a timely manner with your
customers.
The easiest way to do this is via email
or direct mail, so be sure to get their email
addresses or mailing addresses the first time
they visit you (whether that’s in a storefront
or online).
You should have a standard follow up
email or brochure (that you personalize) ready
to be delivered in a timely manner after a
customer visit.
Don’t include too much details about
their purchases because you don’t want to give
the impression that you’re keeping close tabs on
what they buy.
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4. Sell
Something That Generates Repeat Business:
This is the tricky task but if you can pull it
off it will go a long way to get them to come
back.
If you sell printers and ink cartridges
for the printer customers will have to come back
to get more ink cartridges sooner or later when
they run out.
But, if all you sell is the printer then
they will go elsewhere to get replacement ink
cartridges when it run out.
If you sell computers and the repair
services then customers will come back to you
when something goes wrong.
This will work well with some businesses
but not with others.
You have to have the right product or
service that can generate return customers.
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5. Provide
Good Customer Service:
All customers expect good
service.
Violate this expectation and they will
not return.
Treat Customers Well.
Provide timely service.
Answer their questions.
Address their complaints respectfully and
timely.
Accept returns with hasseling the
customer.
Don’t engage in delaying tactics if the
customer ask to speak to a manager.
Approach them on a personal level
(remember their names).
Provide assistance to help them navigate
your store and find what they’re looking for
easily.
Place the price on your products where it
is easy for customers to see them.
Good customer service must be endemic to
the culture of your business.
You must
train your staff.
Every individual must understand this and
conduct themselves accordingly.
Treat others the way you would want to be
treated and remember the old addage “the
customer is always right.
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6. Offer
Incentives:
Incentivize customers to return.
Make them an offer they can’t refuse.
Some of the things you can offer
includes: Coupons,
discounts, priority access
to premium products,
rebates,
loyalty programs,
free samples, etc.
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7. Get
Customer Feedback:
Listen to your customers, they
will give you honest feedback if you ask them.
All you have to do is ask.
What your perceptions are about your
service and products can be vastly different
from what your customers think.
Getting feedback enables you to be
proactive and address the needs of your
customers.
The more you understand your customers’
experience the better you’re able to align your
service to live up to their expectations.
A happy customer is a repeat customer.
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8. Show
That You Care:
Show your customers you care by
acknowledging the special moments in their lives
and offer your products or services to help them
celebrate those moments.
Birthdays and
special anniversaries are some of the
special moments that people celebrate.
Help them to celebrate those moments.
You can team up with other small
businesses to come up with the appropriate
package to show that you care.
They will remember you for remembering
them.
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9. Manage
Reputation:
We live in a bold new world in
which the reputation of a store matters.
Bad news travels fast and faster on the
Internet.
Social media has given customers an
avenue to vent and get feedback from others
about services that they’ve used.
Websites such as Facebook, Twitter, Yelp,
Angie’s List, Groupon lets consumers provide
feedback about the businesses that they’ve used.
A bad review can turn off customers and
prevent them from coming back to your business.
You have to manage your reputation online
to ensure that you’re getting reviews.
Satisfied customers not only return but
encourages others to frequent your business.
You can manage your online reputation
yourself you can hire someone else to do it for
you.
Encourage your satisfied customers to get online
and give reviews.
Respond to negative reviews quickly.
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10. Location,
Location, Location:
If you want customers to return
to your business you have to have a location
that makes it easy for them to do so.
Where you’re located can be a deterrent
if parking is difficult to find or the parking
fee is too expensive.
If you’re located in a mall where
customers have to park then navigate the store
to find your location this could be a deterrent.
Some businesses are not suited for mall
locations.
You would’t place a hardware store in a
mall, but a clothing store is ok.
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