Boosting client loyalty and happiness is crucial in business. It’s absolutely essential to keep your customers happy, even after you’ve gained their business. You cannot just stop there.
You must make every attempt you can to go above and beyond for your customers
The attempts you make won’t go unnoticed. It’s important to remember that every experience your customers have with you needs to be a positive one. You need to make sure all your customers needs and wants are met, and if they have any complaints they are resolved quickly and efficiently. All the small things will add up to you having a positively built up reputation.
So how do you focus on boosting client loyalty and happiness?
One: Sending Helpful Emails
Emails are one of the best ways to directly place yourself in front of your potential customers. However, emails may be overlooked once you’ve gained their business and they’re no longer potential customers.
It’s good practice to send out emails that your customers will find helpful
They’re a great way of educating the customer and adding value to your relationship with them. You can make data-driven decisions on what content you think each customer would prefer, and send out personalised emails that will delight them. Sending them content that is relevant to them will essentially ensure they open and read the email as they are interested in the topic at hand.
Sending out helpful emails indicates to your audience that your team consists of knowledgeable, helpful and friendly people. Giving your audience this impression will eventually lead to client loyalty and trust within your business.
Two: Being Human
It’s all too easy to fall into the routine of automating everything and focussing more on your business rather than your customers. However, your customers don’t want to deal with automated messages and machines. People want to deal with people.
Being human is one of the best ways to build relationships with your customers. It’s essential to show your human side and show your customers the faces behind the brand. When people are shown a businesses human side, they begin to trust them more and feel positively about them.
Technology makes it easy for us to forget that not everything should be done behind a computer screen. It’s important to humanise your brand and show the personalities behind the work. In doing so, customers get to know you and feel that they can trust you more as they know for certain there is someone behind that screen of communications that is worthy of holding honest and open conversations, worthy of dealing with complaints and worries, and so on.
Add a humanised touch to everything you do and show your customers who you really are
Three: Nailing Different Approaches
All your customers are going to be different. Hopefully, you’ve figured this out when segmenting your audience. You will have groups of people who are all similar in different areas in life and/or business (e.g. females and males).
It’s your job to choose different approaches for the different groups
Not all groups are going to be interested, entertained or educated by the same thing. That’s why it’s important to nail your different approaches to certain things (e.g. emails) and get it just right for all the separate groups so that each group is pleased. Nailing your different approaches simply means that all customers are catered for and every single one of them gets content that they want or need.
Sending different groups the content that they want to see also shows that you’ve gone above and beyond for them. It indicates to them that you’ve really thought about their needs and sent them relevant content. This gets you one step closer to being fully trusted. It also shows your customers that your team is versatile and holds an extensive amount of knowledge.
Four: Think Outside the Box
It can be all too easy to remain in a stagnant mentality that allows no movement. This means the content you’re sending out holds no extra or unique value than all the content you’ve ever sent out. If you’re using content that adds no extra value, you’ll more than likely not get the results you want or need.
Thinking outside the box is one of the easiest ways to create content that is unique and differs from the rest of your content. Think differently to how you have previously. Think about different types of content that will engage and entertain your customers or potential customers more than your current content. You’ll need to spend time looking at competitors and seeing how they make their content unique. Learn more about your audience and what attracts them.
Don’t get stuck in the constant rut of posting the same content all the time.
Think outside the box and switch up your content
When it comes to delighting your clients and giving them the best customer experience they could wish for, it’s important to schedule your job times correctly and generously.
You need to be sure that the time and schedule for a task you give to your customers is realistic and satisfactory. It can be easy to satisfy your customers by stating a quick, unrealistic time; but, in reality, all it will do is hinder you and give your business a bad reputation when you don’t complete a task in the time you said you would. You need to give your customers realistic expectations so they know what service they’re going to get.
Giving an unrealistic time and not delivering will lead to dissatisfied customers who feel you are now untrustworthy
Six: Follow Up
Following up after meetings or even after simple communications shows that you’re interested and ready to take the next step. A follow up email or communication of some form indicates to those customers or potential customers that you’re interested in what was said and would like to continue with the task at hand.
Of course, every follow up might not be for a positive reason and/or about taking on some work. Whatever the nature of the necessity for the follow up, remember to always be positive about the situation and offer some solutions to the person. Perhaps offer some guidance or help for any next steps they can take or offer something else more valuable to them (e.g. a refund, etc.).
A follow up simply indicates that you’re an organised person/business, ready to take on a certain task and are committed to staying true to your word
Client loyalty and happiness is extremely important. It’s about building relationships and trust; making sure your clients are happy every step of the way. Clients have the opportunity to share their thoughts and opinions on your business - but if they receive a bad or unsatisfactory service, what will they say?
You need to remember to be personable and show your clients who you are. You need to show them that you’re trustworthy, reliable and happy to help whenever you can. Be sure to go above and beyond for your clients at any opportunity you get. Make sure they’re satisfied with their service and if they’re not, respond with positivity and help them with their issue.
Your clients are at the heart of your business
Without your clients, would you still be a business? You need to focus on building relationships with your clients and earning their full trust.