The importance of gaining the trust of your customers.
One of the biggest sources of return for companies and brands are repeat customers, yes, those who always come back, buy from you again and even promote your products/services to other people. This is because investing in new customers requires budget and a lot of work, but gaining and retaining customers, especially those who are already loyal to your store, is much easier and guarantees growth in sales.
To achieve this, it is important to remain present in this consumer's life, understanding their needs and desires, and trying to exceed their expectations whenever possible. This is the best way to retain them, as these actions give the customer what they want: Be recognized by you as a potential customer.
Thinking ahead of the consumer and offering what they need is a challenge, but not impossible. Here are some tips that can help you improve the relationship between your company and the customer.
• SEARCH FOR INFORMATION ABOUT IT:
Today, with CRM's, artificial intelligences (which can be a complement to your digital showcase, in the case of physical stores, for example) and other services and programs that collect and store data, it is much more practical to obtain information about your customers, especially information that goes beyond age, gender, city and date of birth. Just having this data is very shallow and to retain customers it is necessary to know closely their tastes, habits, influences, everything that can improve and bring your relationship with them closer.
• CUSTOMIZE YOUR SERVICE:
Have one excellent service It is a recurring theme in the market, and this should be offered to everyone, regardless of whether they make a purchase or not. But, when we talk about a customer, it is necessary to make a little more effort, and offer something beyond, such as an exclusive service channel, faster problem resolution, differentiated self-service... among other perks.
• OFFER DIFFERENT SERVICES/PRODUCTS:
Bringing more of the same to customers can be a “shot in the foot”, change is always necessary, so show that by being your customer, they have access to some exclusive services/products or bonuses, which may vary according to the recurrence or purchase history.
• SHOW THE ADVANTAGES:
In addition to exclusive service, differentiated products and services, what else can this customer get? Here, the challenge is to present and convince the customer that the advantages and benefits are worth it to them. A tiered loyalty program, which frequently offers discounts, promotions and prizes, is a great way to attract and the more exclusive, the more important your customer will feel.
It seems complex, doesn't it? But don’t worry, share this text with your sales and marketing team, they will help you come up with even more ideas. Ah, remember that all data must be used responsibly and ethically, so that it does not cause the opposite effect. Good sales and let's keep customers loyal.
