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How to get more customer patronages
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[QUOTE="Mellorando, post: 206988, member: 37973"] Successful business owners know that maintaining strong ongoing relationships with customers, gives their business a solid base of sales to count on. It is what drives loyalty. Relationships inspire customers to make a purchase, and another and another. Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. If you want loyal customers, amazing customer service is a must. A customer evaluates every interaction he or she has with your staff and makes a judgment call about your service. When a customer waits in line, makes a return, calls about a broken product after a purchase, asks a question on Facebook or works with an employee to find the perfect gift in your store – they’re keeping score. That means your in-store staff must be friendly, helpful and efficient; your customer support team should be easy to access and able to solve problems in a timely fashion; and your business should work to answer questions quickly – even on social media. Research shows customers want service via social media, and they expect a quick response. Forty-two percent of consumers expect a response on social media within an hour, and another 32 percent expect a response within 30 minutes. Another best way to keep customers coming back is to reward them for their loyalty. Set up a loyalty program that gives customers discounts, gifts and exclusive offers. According to a Bond research, 71% of consumers who are members of loyalty programs say membership is a meaningful part of their relationships with brands. Why do loyalty programs work? Customers want to feel appreciated. After all, they can choose to spend their money anywhere, and they’ve chosen you. That’s not a small gesture, so you should return the favor through a loyalty program. Lastly, think about this when your mom gave you advice as a teenager, you rolled your eyes, got defensive and probably said something like, “She doesn’t know what she’s talking about.” Sometimes businesses react to customer feedback just like a teenager. They don’t want to listen to valuable advice especially if it’s something you don’t want to hear. Every business should make an effort to collect feedback from customers and listen to it. If customers complain about the poor layout of your store, for example, fix it. Once the improvement is complete, tell customers about. When retailer Kendra Scott made changes in response to customer feedback, the email below detailing the improvements went out to every customer. It’s a great way to show customers that you’re not only reading their feedback, but also acting on it. [/QUOTE]
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