Have you ever considered why your customers or clients remain loyal over the long term, or perhaps others keep coming back periodically as a need presents itself? In part, it’s because you’ve invested energy and time in building a relationship with each of them. It goes deeper than “just” needing and liking your products or services. It’s also the personal touches you’ve added to your marketing efforts along the way that have helped build long-term relationships.
Your clients have more options than ever before, and you want to continue servicing them despite those other options. The human connection is powerful, and there’s a fact to remember: People like doing business with people they like!
If you haven’t thought about further building and strengthening those long-term relationships, now is the time to start. There is one key element that will help you, and that’s to provide extraordinary and personalized customer service.
Once you’ve secured a relationship with a client or customer, don’t stop marketing to them. Continue to work diligently to retain them, day in and day out. Actively communicate with them, and do it often. Let them know you are serious about helping strengthen and grow their businesses, solving problems and creating new business opportunities for them. There are many ways you may achieve this – use social media platforms to your advantage – and gifting is a memorable, personal touch. Gifting keeps you top-of-mind and can go a long way toward creating, building and sustaining a positive relationship. And, it’s sure to make them feel important!
If you think relationship marketing has no benefit, think again. It’s a win-win for everyone. Your customers have a reliable service provider and you have a loyal client or customer who will promote your business by word-of-mouth – now that’s priceless free advertising!
The concept behind relationship marketing is to create customer loyalty. A loyal customer is one likely to stay with you and your company, and refer others to your business. The reality is that it takes time to cultivate a relationship. Take the time today. Remember, your company’s success is all about relationships, relationships, relationships!
So, how much have you invested in customer retention?
Quote of the week:
Great companies that build an enduring brand have an emotional relationship with customers that has no barrier. And that emotional relationship is on the most important characteristic, which is trust.
Howard Schultz