Tag Archives: target

10 Top Tips to Keep Your Customers Coming Back

Part One

Study after study says it easier and cheaper to keep customers coming back! Here are my 10 top tips to do that.

successful business team group with thumbs up
1. Be friendly by smiling…call customers by their name whenever possible.

a) Customers respond favourably when treated as an individual.
b) Give compliments. A sincere compliment has huge bonuses; your business is elevated. (People see it as a place with great service.)
c) Above all THANK customers as often as possible; remember to use eye contact. Sincerely thank customers for visiting even when they don’t buy. Sincerity builds trust and gives them a good feeling.

2. Ramp up your good service to great service by giving more than expected.

a) Even though it may be difficult at times to hire the ‘right’ people, train your staff to be friendly and knowledgable.
b) Sincerely compliment your staff; remember they are your customers too and thrive on appreciation.
c) Make friendly service part of your business culture. Create a team environment where staff feel safe to offer comments/ideas for improving service. “Fear of the boss” and lack of appreciation are the greatest hindrances for staff to provide extra-special service.

3. Be part of your community and promote it. Let customers know about local happenings. Be prepared to give donations but remember they can be double-purposed. For example:

a) Donate an item for a silent auction with the promise to fund the bidder’s chosen charity by matching the dollar amount bid, up to a ceiling of ‘x’ amount.
b) Or give a ’12 month Growing Savings Certificate’…the winner of your certificate receives ‘x’ amount off any item of ‘y’ value or greater in your store in January. In February they can receive ‘x+x’ amount off any item of ‘y’ value or greater. By March they can receive ‘x+x+x’ amount off and so on. By December they will have 12 ‘x’ amount savings while purchasing items from your store each month. It becomes a win-win. (Remember the ‘y’ value always has to be greater than the cumulative ‘x’ value.)

4. Keep your facility welcoming, tidy and in good repair…

a) It is a must to have clean public washrooms.
b) Also, keep your supplies out of sight from public areas. Store them in the back of the store.
c) For the comfort of your customers, room temperature needs to be appropriate for your business.
d) Have appropriate lighting (subdued lighting for romantic dining; brighter lighting for a hardware store).
e) Maintenance must be up-to-date (replace burnt out light bulbs, repair worn out floor tiles/seating).
f) Display hours of operation in a prominent place such as under your ‘open’ sign.
g) Keep your frontage clear of snow and obstacles.
h) Your cash register area needs to be neat and clear of any unnecessary paper materials (it’s not your office). A bouquet of fresh flowers or a full candy dish is a nice touch. Once flowers start to wilt, replace them.

5. Seek and use customer feedback to improve your service. Your customers are experts on what they like and expect from your business but make it easy for them to give their feedback. Automated calls are impersonal and can be disruptive which may have a negative effect. The best method to get a response from your customers needs to provide a value or reward; but whatever method you choose, respond to the individual in a timely fashion with a thank you. Remember customers like to be treated like people not numbers.

What action will you make today to keep customers coming back?
May customers flood through your doors,

Peter

Keeping Customers Coming Back Part Two

Keeping Customers Coming Back

Part Two

Introducing customer retention ideas to the 21st century is here. You can keep bringing customers through your door by…Working_computer_Program_IMG_0803

  1. Hire a company to build an app to keep in contact with your customers by sending offers directly to them. The up side is… you own your customer list and can target your messages to your customers. The down side is… it is costly, time consuming and requires constant updating.
  2. Use the services of a customer contact company to send out messages and then set up an in-house system to track the customers who come back to spend with you. The up side is… contacting your customers is automatic and your customer list grows. The down side is… It is time consuming to set up an in-house system to monitor customer activity. As your customer lists builds up, your service fees go up. Also if you choose to leave the service, you are responsible for exporting the list. If exporting is not your thing, another choice is to have a duplicate list at your business which you keep up-to-date on a weekly basis. It does take time so consider this option carefully.
  3. Use the services of a Customer Appreciation Program which make it easy for your customers to take part in your offers. Make sure which program options you want. Some services have a sliding fee… program costs are based on the number of transactions or growing numbers of customers. Ask about reporting capabilities, whether an automated survey is available or mobile friendly options. You may want to know the length of the contract too. The ease of monitoring your results vs the cost of the program in time and money will determine the best value. If you like, add Plenty FULL Services (www.plentyfullservices.com) to your list of vendors.

If you keep doing what you’re presently doing, you will get the same results. Remember, consumers want to be rewarded for spending their money. Savvy marketing not only is critical to keep customers coming through your doors, but critical in saving you time, effort and money. Contacting individual consumers automatically is the wave of the future.

If you had a simple way to bring in more customers regularly, what would you change in your business?

Until next time…

Peter

Keep Them Today, Tomorrow and Forever

Keeping Today’s Customers Tomorrow, Next Month and Next Year

Blanket print advertising has been a traditional mainstay of marketing but in today’s electronic world it is losing ground. Customers are mobile; they want instant results. Few are willing to find an offer in a paper, cut it out and bring it in. There are several permanent problems with crowd_peoplecoupons in the paper. First of all, the customer has to receive the paper. Next, this form of marketing encourages consumers to wait for the best price; they may or may not consider quality or service. Plus, the business has to plan well in advance to meet deadlines and have the right offer for the right season. Then a manual, time-consuming tracking system has to be in place to crunch the numbers quickly to see the effectiveness of the marketing campaign. Once the campaign is in place, it is permanent. It can’t be easily tweaked to suit subtle market changes. It can be very costly for the results it generates.

Continue reading

Keeping Today’s Customers …

Tomorrow, Next Month and Next Year

Blanket print advertising has been a traditional mainstay of marketing but in today’s electronic world it is losing ground. Customers are mobile; they want instant results. Few are willing to find an offer in a paper, cut it out and bring it in. There are several permanent problems with coupons in the paper. First of all, the customer has to receive the paper. Next, this form of marketing encourages consumers to wait for the best price; they may or may not consider quality or service. Plus, the business has to plan well in advance to meet deadlines and have the right offer for the right season. Then a manual, time-consuming tracking system has to be in place to crunch the numbers quickly to see the effectiveness of the marketing campaign. Once the campaign is in place, it is permanent. It can’t be easily tweaked to suit subtle market changes. It can be very costly for the results it generates.

FACE_TEXT_PEOPLE

Blanket radio advertising is much more current. Continue reading

Hitting the Bullseye: Target Marketing

Putting an advertisement in the paper or the radio is a common practice. According to Trustmode Marketing of Vancouver, this form of advertising is ‘taking fire at whatever there is’. Another name for it is ‘Shotgun Marketing’. Because the market is so generalized it lacks focus and power.

2014_bullseye_400_clr_10365

 Why is it important to have focus and power? Continue reading