Gaining customers is great…but if you’re losing customers then your new customers are simply replacing your old customers!
How do we maintain our customers?
Implement Top Notch Customer Service – Certainly one of the fastest ways to loose a customer is to have bad customer service (or no customer service). Make sure you respond to all inquiries within 24 hours of receiving them (sooner if possible) even if it’s just a…”I’m checking into this” type of response. When it comes to customer service…the old adage of “treat others they way you want to be treated” certainly rings true.
Create a Community – Customers love to know that we are listening to them and with all of the social media tools at our finger tips it is now super easy to interact with your customers and create a sense of community. Open a Facebook account or a blog. You can ask customers what new scent they would like in a product, what new products they would like to see…really anything! They will love that you are listening to them and providing them with the products they want.
Communication is Key – How easy are you to get a hold of? How fast do you respond? I like to respond to all inquiries within 24 hours of receiving them. By creating a community using Facebook or a blog you’ve just made it even easier to communicate with your customers. You can post sales, events and other announcements immediately!
Incentives, Rewards and Gifts! – These shouldn’t just be for new customers. Nothing irritates me more than a company that “rewards” new customers but doesn’t reward regular customers! So be sure to offer new customers AND regular customers incentives and rewards. Whether it’s a discount on shipping or maybe a $5.00 off coupon on their birthday…customers love being rewarded for their continued support of your business.
Thank Your Customers – Be sure you thank your customers whether in the form of an email or even better…a hand written note in their package! I have received some of the cutest hand written cards and notes in packages from Etsy. Nothing makes me feel like a valued customers like getting a hand written note!
I asked on Facebook how you reward your customers for their continued business and support. Here are some of the great answers I received…
Carol said, “Coupons. Samples. Allow to order limited editions.”
Regina said, “Give them something they like for free.”
Gin Shakespear said, “I like to add a logo sticker to the exterior of my shipping boxes. It gets my customers excited and ready to rip them open as well as reinfocing my branding. I wrap every item inside my (shipping) boxes in coordinating tissue paper and apply a logo sticker to hold the paper in place. Unwrapping the pretty package makes my customers feel like they have given themselves a gift, and they have.”
Celene said, “I often add in some samples, usually to those customers who become regulars… I just do it when I fancy it, not for any reason.. just a surprise really.”
Deb said, “Giveaways! I offer giveaways through Twitter and my blog. They let my own customers spread the word about my products to people in their circle. Potential customers I might not have had the chance to meet!”
How do you make sure your current customers know that you appreciate their business? How do you keep them coming back for more?
Amanda, www.lovinsoap.com
I love getting small, free .05 or 1oz. bottles of FO’s or EO’s scents. If I really love a free sample scent, I definitely will get a larger bottle next time I order.
So, when I mail out a soap order I always add something special to my customer, new or old, and they always love it. I think it’s a thoughtful way to say Thank you & show how much you appreciate your customers and also they might get to try something they’ve never purchased and come back for more of that item.
The free samples are definitely one of the things that keeps me coming back to BB. And I’ve tried things I never would have imagined liking, like one of my unexpected favorite, Kumquat!
Samples and a hand-written note are things I love to receive when I place an order. 🙂
It sounds like we’re all on the same page with samples and hand written notes. It’s a good feeling to know someone took the time to make your order extra special.
I also love Amanda’s comments on customer service and communication. So important. It’s one of our number one priorities here at BB!
Courtney from BB
I send every customer a sample of one of my soaps. I also wrap each bar and seal with my logo sticker.I like the idea of a hand written note:) I think that’s something new I’ll start doing.
Love My regulars !! I have punch cards to earn free bars of soap!! they get a punch for each bar of soap and after 6 they get one free! they love it!
I give a handwritten note, sample and coupon code with EVERY purchase, not matter who they are. I try to tailor my samples to what they’ve bought so it’s most likely something they would like.
I love the idea of samples. I often receive samples when I go into a gourmet shop or a cosmetic store, but this virtually never happens to me online. This was one of the things that made me fall in love with Brambleberry when I received my first shipment. The first time I go a free sample, a honeysuckle fragrance, I ended up purchasing it in my next order. So samples can be smart business as well as a friendly gesture.
OooOOoo I really like the idea of a logo sticker outside the box. I know that when I see a Brambleberry box on my porch, I get really excited!