8 Tips for Maintaining Customer Loyalty

A successful business typically sees 80 percent of its business from 20 percent of its customers. Maintaining customer loyalty is crucial to any business, as it takes more time and money to find a new client than it does to keep an old one. Below are eight tips to help your business gain and maintain customer loyalty.

Keep the Lines of Communication Open


Create and maintain a database of contact information for the customers you already have and reach out to these customers on a regular basis. Email newsletters or monthly fliers are a great way to keep in touch with your customers. Your messages don’t always have to be advertisements; provide your customers with information that’s useful to them.

Go the Extra Mile


Customers remember when they are treated well, and a positive customer experience results in repeat business. Give customers an easy, accessible way to express their concerns, complaints or compliments with you, whether in person, by phone or by email. Above all, maintain a positive attitude when answering those customer communications.

Treat Others How You Would Like to Be Treated


Loyalty begins at the top and works its way through the company. If you are honest and respectful to your employees, they’ll pass that courtesy on to your customers.

Put Your Best Foot Forward


Your employees represent your company to customers. Proper customer service training will give them the tools they need to make a good first impression.

Make Your Business Worth Your Customers’ Time


Incentives such as discounts, specials and free shipping give customers a reason to return to your business. You can use incentive programs to boost business during slow periods and to promote new products.

Be Informed


It goes without saying that knowing your own product is essential to growing your business. Make sure your employees are knowledgeable about your products so they can confidently inform and assist customers.

Keep Your Word


A company’s reliability is nearly — if not equally — as important as the reliability of its products. If you tell a customer that a shipment will arrive on Tuesday, make sure it does. When customers are able to depend on you, they are more likely to recommend your services to others.

Play the Name Game


Make sure your employees learn the names of regular customers. Remembering someone’s name makes people feel respected and encourages them to repeat their business with your company. Employees should make a habit of sharing their names with customers right away to establish a deeper connection and show customers that they are willing to be held accountable.

Customers are the livelihood of all businesses. Make it a priority to keep them happy and impressed with your business, and they’ll reward you by becoming a loyal customer.

For more tips on building customer loyalty, visit allbusiness.com.