Proven Strategies to Increase Sales and Build Customers Loyalty

In our last content, we wrote about (Proven Strategies to Increase Sales and Build Customer Loyalty) where we mentioned two important foundational truths to focus on.

After which we went on to explain the first of the two foundational truths – Customer Satisfaction. Today, we will be looking at the second foundational truth – Customer Relationship. (In case you missed part 1, click here to read that).

Done that? Let’s go!

Understanding Customer Relationship

Having a good rapport with your customers goes beyond a single purchase. In fact, you can not solely say that because your customers are buying again and again from you, then it means that you have a good relationship with them. That would only be half truth.

Customer Relationship is about building a strong bond that lasts. Strong customer relationship is when customers feel valued. They want to see themselves as part of the business, not just a means to an end – to make sales. It is when they know you remember them and their preferences. It is also when they believe you care about their success and not just their money.

Ultimately, customer relationships are when communication flows both ways. That is, you are not only focused on making them buy; you also care beyond the purchase stage.

What it takes to build a strong customer relationship

1. Remember personal details about your customers.

Memorising and pronouncing their names correctly may appear like a little act but customers love when you can remember personal details about them such as their names.

2. Always try to check in even when you are not trying to sell.

This is another reason why you have to set up a system that helps you take the details of your customers, especially first-time customers.

Don’t always assume they will come back. You have to make them come back.

And this is one of the ways to do so. If you are running an online store, group your customers into one single file and send them occasional messages just to check on them. That way, you are leaving a footprint of your brand on their hearts. And for those running a physical store, try to get their numbers. You can maximize bulk SMS. The cost to send them weekly or monthly messages is nothing compared to the ROI in the future.

3. Offer special treatment to loyal customers

Rewarding loyal customers with special treatment such as discounts, exclusive deals, or priority services encourages continuous sales and strengthens brand loyalty. It makes customers feel valued. And this may increase their chance of promoting your brand via word-of-month.

4. Be honest and own up when mistakes happen.

This is almost inevitable. You cannot satisfy your customers because some of them don’t even know what they want. However, whenever a crisis occurs, don’t try to justify what has happened. Rather focus on proffering solutions. Be solution oriented.

Customer satisfaction and customer relationships are intertwined. You can’t possibly have a good relationship with unsatisfied customers. It is when your product or service begins to deliver its promise that customer relationships can be easy to have.

Both Customer Satisfaction and Customer Relationships are one of your greatest allies in building a strong brand story. When done the right way, both can become your free marketing team, telling everyone about your product or service. They stay loyal even when your competitors offer cheaper prices. They also give you honest feedback to help you improve.

The reality is that focusing on these two does not just help your business grow, they make running your business enjoyable. Remember that getting a customer costs 5-25 times more than keeping an existing one happy. Therefore, put your energy where it counts.