Creating Loyal Customers
July 10th, 2007 at 08:38am Lorie Obernauer
As a business owner, I am especially interested in learning how to increase customer loyalty. Lately, I’ve seen numerous articles in all types of business publications about what customers want and what prompts them to keep coming back.
In a recent issue of B to B, an online magazine for marketing professionals, I read an article about customer loyalty. (See the full article for details about the research conducted by Brand Keys, a customer loyalty consulting firm.) According to their findings, customers are loyal to those businesses where they have positive shopping experiences and they value positive interactions with employees even more than the specific products that the company carries.
All types of companies, including very large businesses, are paying attention to this information. For example, Wachovia Bank, in an attempt to insure positive customer experiences with it’s written correspondence now sends out every letter signed by a real person with their contact information. No more going through voice mail or telephone menus!
Think about what you can do to give your customers a real “personal” and positive experience when they do business with you. Here’s a simple idea: take the time to write “Thanks for Your Business” at the bottom of customer receipts. Small gestures such as this may go a long way to keep customers coming back.
Entry Filed under: Business Tips
1 Comment Add your own
1. Flora Morris Brown | July 10th, 2007 at 2:55 pm
The simple gesture of saying “thank you” does go a long way.
After enjoying a graduation celebration dinner recently at a local restaurant with a party of 10, I was impressed with the waiter’s acknowledgement to us that he knows we have many dining choices but he was so happy we chose this restaurant. He thanked us and asked if there was anything else he could do to add to our dining pleasure.
Even though I know his announcement is part of this restaurant’s procedures, it still felt genuine and was much appreciated, especially since he delivered it at the same time he delivered the bill.
Every opportunity to say “thank you” should be taken. Whether it’s on invoices, envelopes, receipts or in phone calls, those two little words have a big meaning and a deep impact.
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