As a small retailer, how can you add more value to customers' experience and give them a service that they won't forget?
How do businesses with no physical contact with their clients manage customer relationships?
I guess really I'm asking if retaining customers is always better than acquiring new ones?
Retain your customers is always good, if you can do that getting more will be easier. For example, one of my companies is online courses. Not the best industry for retaining customers if you only have a couple of courses. However instead of just letting the customers go I ended up creating an industry organisation. So the customers who have completed the course that gets them in the industry now have a place they can get more industry information and network with others.
Normally those customers would do the course and that was the last I heard of them. Now they are still customers, they pay an annual membership fee and stay in contact. Best marketing move I made as they promote my course to others and I have more insight into the industry as I have a industry organisation now.
So even if you business is setup for one time customers there is still a way to retain them. Just think outside the square.
New customers will come if your current customers spread the word.
What strategies or tactics do you use to build customer loyalty and keep bringing your customers back?
What can you do about it?
You do feel it in your gut when things aren't feeling right. It's all about trust - and as the saying goes 'Trust Your Gut Feeling'. As hard as it is to end a relationship it is best done sooner rather than later so things don't turn sour down the road. I like your story @Steven Brown about connecting with a client some 20 years later. Thanks for contributing @Greg Reiffel @Michael Simonetti @Keith Dugdale .
Difficult clients aren't an uncommon occurrence. How do you handle your difficult clients?
Make sure you know where the line is. Don't be pushed around. Don't push back too hard. Reason and relaity should be part of every project you work on. Ask the question, i'm i being pushed fairly, or pushed around unfairly. Always lean on the side of "if i can learn something out of this and it is reasonable" then learn it at your cost, as in the future before you work that hard again, you know how to cost and structure it into the project. Everything is about leanring and evolving, including difficult clients. All that being said, there is always 1% of clients (or thereabouts) who are off the charts, want the world, amazing quality, a peanuts pricing - Eject at all costs.
Sharing this question on behalf of community member, Maree Bendeich: Businesses that are closing, will you be keeping your social media active for what could be several months? Would love to hear...
Hi Christine (and Maree)
If the business is just closing for the short term while restrictions are in place then - YES! Definitely keep your social media accounts active. Social media's main purpose in your marketing is not sales promotion, it's for communicating and fostering strong relationships with people to build loyalty.
Think about how you can continue the conversation with your audience during this time. How you can add value, support them or even just entertain them!
I would also be considering what ways you can pivot your business to offer services or products remotely. Although one way is now closed, there could be other ways. What are your audience wanting to achieve? How can you help them?
Now more than ever, social media is important but you need to adjust HOW you use it to remain relevant and appropriate.
And if the business is closing for good - the question I would have is whether you might start up again in the future with something similar? If so then it's of value to you to keep the social media accounts. You can choose to build your audience in anticpation of launching a new business once this is all over. I would always advise to keep this asset of your business rather than close them down.
If you absolutely have to, just put them on hold - announce you're going offline for a while but you'll be back.
What areas do you struggle with? What are you frustrated about when it comes to attracting attention from your potential audience? What have you tried that hasn't worked? I'm looking at putting...