How to keep your customers engaged
It’s important to connect and engage with your customers beyond the first sale, especially since there is a direct correlation between customer engagement and loyalty. In fact, a Forbes article cited that “a mere 5% increase in loyal customers would mean a 25% to 100% increased profit per loyal customer, according to The Loyalty Effect.”
So how do you keep your customers engaged and loyal?
Check in regularly
It’s good to let your customers know that they’re top of mind by checking in—by phone, email or in person—every now and then without trying to make a sale. You could even send your customers a newsletter so you stay top of mind with them. On the other hand, there’s a fine line between an attentive and aggressive salesperson. If you’re in doubt, ask your customer how often they would like to hear from you. Most people have encountered at least one salesperson they started to avoid after receiving too many emails and phone calls. Don’t be that person.
Connect on social media
Social media is a great tool to keep your customers up to date on company events, as well as to address any questions they have in a more informal manner. It’s also a great place to showcase your expertise by sharing articles and news that are relevant to your customers. It’s best to create separate personal and professional social media accounts so customers don’t come across anything that may undermine your credibility.
Reward loyal customers
If your company doesn’t already offer a loyalty program or benefits to top customers, you can do it yourself. Make a list of your repeat customers and offer them exclusive perks like letting them know when there’s a sale coming up, giving them useful process tips, and even sending them a treat on their birthday.
Attend industry events
You can meet existing and potential customers at conferences and seminars. It’s a bonus to meet them outside a work environment because you can talk about learnings from the event and how they apply to your customers, giving you more insight into their needs.
Find things that you and your customer have in common and build a connection on a more personal level. Remember any personal tidbits that they’ve shared and ask about them the next time you meet. You can also add a personal touch and send a gift for any big event in their lives—personal or professional.
Are there other ways you keep your customers engaged? Share them with us in the comments section.