By Carrie-ann | Apr 11, 2017 | Maximising Existing Customers

Your guide to happy customers

Happy customers are vital to the growth of your business. Delivering quality and personalised customer service leads to satisfied customers, who not only come back again and again but also tell their friends. A happy customer will advertise on your behalf, with the credibility that comes with a recommendation from someone who has used your services; on the other hand, unhappy customers can have a negative impact on your business. They may go out of their way to tell everyone they know or even leave reviews online to discourage potential clients.

Retained customers are cost-efficient customers
Customers who come back not only boost your revenues but also cost you nothing, apart from doing the right thing by them in the first place. Attracting new customers, however, can be expensive and time consuming, requiring marketing campaigns that may or may not pay for themselves. One study demonstrated that not only is the cost of new customers high but also that happy customers who return spend significantly more on your offerings.

Satisfied customers can be your brand ambassadors
Some happy customers will spread the word about your business voluntarily, while others may need a little encouragement. Enlist your customers’ support in growing the business and attracting new customers with a small incentive, such as a discount on their next purchase or a free sample.

Know the difference between retained and loyal customers
Many business owners think retained clients and loyal clients are almost the same thing; however, they are very different. A retained customer is one who continues to purchase your products and services and does not shop elsewhere; on the other hand, loyal customers are those who will broadcast their satisfaction and help you to grow your customer base.

Upselling
It is easier to sell more of your products and services to happy customers. Making sure your customers have a great experience with you each time they shop will not only ensure that they return but also that they have no negative experiences to share.

Listen to your customers
Happy customers are heard customers. If they have a grievance, listen patiently – they may be highlighting an issue that needs to be resolved. A complaint could relate to a totally reasonable expectation that requires action. Their feedback is important and can be gathered in a number of ways, including watching them, allowing them to leave comments on a website, asking them to complete a survey, reading comments they leave on social media, and talking with them as you process their purchases. Focus groups are another way of finding out what customers think. When you have this valuable feedback, it is essential to maintain what customers really like and address any area in which they think you are falling short. Customers who see their comments taken seriously and acted upon will become more loyal.

Continue to show appreciation of their custom
Most people want to feel appreciated, and the same of true of your customers. Exceeding their expectations will encourage them to return and help your business to grow. Always aim to deliver excellence. Sometimes customer service is the key difference between you and your competitors, so make every interaction with your customers count.