Customers Making Sales for Me…I'd Like to See That!
Create Raving Fans for Your Business
A key strategy to a successful business is getting your customers to come back again and again. This area of business is vitally important to your overall performance, yet it is one few acknowledge. Once you have done the "hard work" in developing a new customer, the next task is to keep them as a repeat customer. Here is where your fortune lies! Shifting your focus to those who currently do business with you has got to be one of the easiest things you can do; and the rewards can be staggering.
Creating Raving Fans
Raving fans are customers who are so over the moon with your business and the service you provide, that they will not only tell all their friends and colleagues about you, but actually bring them to you and help you make sales to them.
It's a frightening fact of business life that we spend six times as much money attempting to attract new customers to our businesses than we do to up-sell, on-sell and generally service our existing customers.
Another frightening fact … 68% of customers who stop buying from an organization do so simply because of a perceived indifference. The business actually didn't do anything wrong, the customer just thought the organization didn't care enough!
Would you like your customers to shout your name from rooftops telling people why, if they're not dealing with you, they're missing out on something special? To do this focus on the ladder of loyalty process (based on "Up the Loyalty Ladder" by Murray Raphel). You build and develop your customer relationship in steps:
Suspect - someone who fits your target market. You must be clear on what is the perfect client for your business. This will help you attract them in your marketing activities.
Prospect - someone who has taken action to find out about you and is interested in buying from you. In this step, you collect information about them.
Shopper -- has purchased something from you. You have them in your database and confirm their information details and are able to follow-up with them.
Customer -- has purchased from you a second time or more.
Member -- A customer who feels like they belong. You have taken the relationship to the next level. You may have given them a "member's kit" or loyalty benefit or card.
Advocate -- tells others about you. They feel satisfaction and delight. They talk about getting more than they expected.
Raving Fan -- does your selling for you. They actually bring their friends to you and help you make sales to them.
Here are some simple tips that you can introduce in your business today. They will help advance your customers up the ladder of loyalty, keep them coming back and bringing their friends with them.
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Send them thank you cards.
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Sell them everything they need to gain maximum benefit from the purchase.
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Use their name frequently.
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Call them just to make sure everything is going well.
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Call them when something new arrives in stock that you know they would like.
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Invite them to clients only events - new product introductions, advanced sales
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Make them "members." Give them a "member's kit" or some type of member's benefit or loyalty card.
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Follow-up and follow-up again.
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Under promise and over deliver.
Try to implement just a few of these tips. If you care for your customers, your customers will care for you and help you to grow your business. It is as simple as that.
Would you like to learn more? Click here to arrange for a complimentary consultation (without any obligation). Or call us at 416-483-9251 or 905-943-4265.
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