Loyal customers will bring many benefits and stable and sustainable revenue streams for businesses. Therefore, businesses need to convert potential customers into loyal customers so that they continue to use your products and services.
Here are 8 ways to retain and turn first-time customers into loyal customers for your business.
What is the reason for a bad customer experience?
While there are many reasons for a bad customer experience, the main ones are as follows:
Your brand can’t meet the needs of your customers.
Customer service does not answer all customer questions correctly.
Staff is rude to customers.
You make your customers wait really long (whether for purchases, warranties or handling customer complaints or problems)
Every process is computerized and there is no real human guidance.
Your customer care is not personalized
Above are a few reasons why your potential customers might be disappointed with your service or product. Make sure your business doesn’t make mistakes when it comes to customer service and bad customer experiences. Because when customers are unhappy or unhappy, they will never come back to buy from you. Businesses will lose a steady source of revenue from loyal customers.
Why are loyal customers important?
According to a study from Gartner Group, 20% of a company’s existing customers can generate 80% of the profits for a business. This shows that the existing customers of the business will bring in a higher revenue stream than the new customers.
The cost of marketing and advertising to attract and have a new customer will be many times higher than the cost of retaining and taking care of an old customer. Studies have shown that acquiring a first-time customer is 5 times more expensive than retaining a loyal customer.
Loyal customers will often repeat purchases and maintain a stable revenue stream for the business. The importance of loyal customers is also reflected in the fact that they provide honest and quality feedback about the quality of the product or the service of the business.
Whenever you need to survey or ask for customer opinion, loyal customers will be ready to provide the most accurate feedback (both positive and negative).
Thanks to this information, businesses can promptly improve existing limitations and shortcomings to better meet the requirements and wishes of customers. Thereby continuing to retain loyal customers to accompany the development of the business.
8 strategies to convert leads into loyal customers
Did you know that a business is 21 times more likely to convert a lead into a purchase if they respond to a guest within the first five minutes? Therefore, responding to customers within a 24h timeframe is no longer relevant.
Businesses must act quickly and use smart marketing strategies to serve customers well and turn them into loyal customers. Here are ways to convert and turn potential customers into loyal customers.
Website visitor tracking
One of the most effective strategies for customer exploitation is to track your website visitors.
By tracking website visitors, businesses can learn valuable information such as how often potential customers visit your website and which pages they are most attracted to. For local businesses, an excellent website with built-in or installed visitor tracking plugin can help identify who and where visitors are coming from.
For small businesses, call tracking software can pinpoint all incoming calls and customer inquiries. Business owners can know that customers have entered the sales funnel and from there plan and strategy to convert customers accordingly.
Online tools or software like Google analytics also make it possible to measure how long customers spend on a page and whether they have added a service or product to their cart. It can help you understand customer behavior and which products and services are most sought after and viewed by customers. (and which products get little attention).
These are important information that can help your business optimize the sales funnel and identify areas for improvement.
Set up Live chat options to communicate with potential customers
You need to provide channels to be able to communicate and quickly respond to questions and problems of potential customers. Provide multiple ways and direct lines of communication between your customers and your business.
Consider installing a live chat, automated chatbot on your business website to handle general questions. For more specific needs and questions, please proceed in Hotline where your customer service representatives will take calls and manage all incoming communications.
Don’t forget to use Facebook Messenger for your business. Always have notifications on and someone on the line. Instantly answer all questions on Facebook Messenger to convert leads into paying customers and eventually loyal customers.
Businesses implementing these solutions can deliver better customer experiences and faster responses. Thereby increasing trust and sales opportunities.
Exploiting social networks
Social media is a great platform and digital marketing strategy that allows businesses to interact with new or old customers. For businesses, powerful social networking platforms such as Facebook Business Pages, Zalo or Instagram should not be ignored. You can use multiple platforms to create a marketing ecosystem for your services and products.
Through social networks, business owners can directly chat with potential customers, run promotions through contests and giveaways, and build brand image. Thereby maintaining a connection with customers, turning them into loyal customers.
Social media is also a great way to build positive word of mouth through customer reviews. These reviews can then be shared as testimonials, reviews (testimonial) on the business website. Thereby building more trust for customers who are learning about your product.
Enhance the quality of your customer service
Did you know that 51% of customers refuse to purchase or reach out to a business after only one negative experience? This is why it is imperative to enhance the delivery of quality customer care services for your business. Your business must ensure that new customers are encouraged to purchase by:
Respond quickly: Focus on answering customer questions and problems as promptly and as quickly as possible. Don’t make the customer wait for a long time no matter what. The faster you respond to a prospect’s question (within minutes), the more likely they are to make a purchase.
Attentiveness: Communicate with customers through different channels and ask your salespeople to always try to satisfy their requests. Always be happy and friendly when communicating with customers through tools such as live chat, messages, phone calls or face-to-face meetings. Show respect and consideration to guests and keep in mind their specific preferences and needs.
Thorough, meticulous: Make sure the business’s customer service staff solve all difficult problems of customers. Be supportive and help from the beginning to the end of their customer journey.
Listen to customer feedback and opinions
After a customer buys a product from you, ask for their opinion about the service or product, the problems they faced, and the things they would like you to improve! Upgrade your service or product according to the feedback and try to avoid making the same mistake again in the future. This will help your buyers understand that you value their opinion and care about them. This will help you to give your buyers a better customer experience and also keep them engaged with your brand, thus increasing the profitability of your business.
This overall process will help you gain more loyal customers who will trust your brand and buy from you again and again.
Implement a referral program
Building customer relationships is a long and sometimes laborious process, but one creative way to speed it up is through a referral program.
Attract new customers to your sales funnel by rewarding your existing loyal customers every time they refer you to a new customer. This is a great lead generation strategy that requires little effort but has great sales potential.
All your business has to do is call or email its loyal customers, asking them to promote your business and offer them incentives, such as service discounts. service or gift card.
Send periodic marketing emails to potential customers
For businesses dealing in specific fields. Like real estate, cars, finance, services or education and training… use email to reach potential customers. By regularly sending periodic emails, businesses will attract attention and connect with customers, thereby increasing their chances of buying next time.
Not only for new customers, email is also often used to take care of and retain old customers. You just need to make an appointment and often send messages about promotions, give discount codes, gift certificates or send birthday wishes to customers. You can also submit articles about important business information such as opening new branches, charity events, promotions, etc
Happy birthday to your business… This information makes customers feel they are cared for and respected.
Create programs to stimulate potential customers to buy
For customers who do not know anything about your product or business, they may be very hesitant to think before buying. To stimulate customers to buy for the first time and then continue to buy many more times, you should regularly organize promotions with shock prices, or preferential prices compared to usual. If customers are intrigued by the program, they will probably buy from you.
This is the first step and for customers to make the first purchase and then buy many more times, you should regularly organize promotions and notify them (by email, text, phone, notification, etc.) to push).
A great way to help you turn them into loyal customers, repeat purchases is to organize a program to accumulate reward points. Specify the number of points customers can accumulate for each order value. Points can be exchanged for gifts or cash to be deducted from the next purchase. This way, customers will be motivated to buy from you often and become loyal customers. Finally, you should also offer special offers depending on the membership level of your loyal customers (diamond, gold, silver, bronze).
Professional customer care with sales software
So through the above article, you have learned 8 strategies to attract more potential customers for your business. To make customer service more professional, many businesses use highly automated platforms and software.
One platform you should learn is point-of-sale software. Although the main function of the sales software is to manage sales through creating an e-commerce website, creating a sales app, landing page or managing POS at a brick-and-mortar store, the point-of-sale software also has many features. Professional marketing and customer service skills.
Customer data with personal information such as full name, gender, address, birthday, interests, purchase history, order value are automatically saved in the CRM system, ready serve for future customer care campaigns.
The GoWEB website design package also allows businesses to install instant chat (live chat), a phone call button right on the website interface to connect with customers. With the GoSOCIAL package, businesses manage sales on social networks Facebook and Zalo, synchronize messages and create automatic response scripts for customer questions, ensuring not to miss any customer requests. .
Possesses many outstanding features
Businesses can take advantage of free marketing features on sales software such as sending marketing emails, push notifications, instant messaging live chat to send information about promotions, discount codes, gift vouchers for customers. You can also take care of your customers by scheduling birthday messages, events, order status notifications, and shipping to loyal customers via push notification.
Sales software also helps you group customers according to their needs and characteristics, then create customer care programs such as accumulating bonus points, creating membership levels for loyal customers. The sales software also integrates VoiP virtual switchboard so that businesses can build a professional telesale or customer care team.
It can be said that sales software helps to reduce time, human resources and costs in the process of sales, marketing and taking care of potential customers with its modern features. If you are interested in the solution packages of sales software, please contact us immediately so that we will be honored to serve you.