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Loyalty in the world of consumers is sometimes hard to establish. But it’s probably harder to maintain. Myriad competitors are seeking to capture the hearts and minds of the people who buy your products and services. Unless you’re at the top of your game all the time, you risk losing many of your customers to rivals. You can prevent that from happening by following these 5 tips:
Provide Quality Products
It all starts with delivering really good products. That’s the basis upon which you’ll build any other efforts at gaining and retaining loyal customers. If you’re not giving your target market the best version of what they want, you could get outcompeted by businesses that are doing so. Prioritize supplying prospective and existing customers with quality, and they will very likely come back for more.Lead with Excellent Customer Service
Poor customer service is the bane of many Nigerian businesses. While this isn’t a good thing, it does make it easier for you to stand out from the pack if you offer better-than-average service. Take it a notch higher, and you’ll be sitting near the top of the public’s favourite list in your niche. In practice, this means being available; treating customers respectfully; and addressing their concerns as quickly as possible. Your aim should be to make them feel valued.Sign up for the Connect Nigeria daily newsletter
Offer Incentives and Loyalty Programs
If you’re wondering how to keep loyal customers to your business, you may want to incentivize their patronage. You could do this with a loyalty program, which rewards people who frequently purchase your product (or those who buy large quantities). Gifts (whether material items or experiences) and discounts are a couple of things you might consider giving as part of such a program. This does more than encourage purchases; it also makes customers feel appreciated.Express Your Gratitude
It’s one thing to shower your best customers with gifts. But it’s quite another to tell them directly that you value them. Don’t underestimate the effect that the latter can have. It could very well be what makes you stand out from the competition. One way to express your gratitude would be to thank them verbally or with digital notes after they’ve bought something from you. Another would be to hand them written thank-you notes along with their packages.Collect Feedback, and Implement the Best Ones
Collecting feedback from customers lets you know what they think about your business—what it’s doing right, and where it needs to improve. This sort of information can be really valuable. With it, you could build the sort of brand that your ideal customer would love to stick to. Again, requesting feedback from customers and acting on it means you’re carrying customers along on your journey. And that would please most of them.Register to attend the CN Business Mixer
Final Words
The path to retaining loyal customers and keeping them happy begins with providing excellent products and rendering exceptional service. You should also make it clear how much you appreciate the patronage you’re getting—whether it’s with words, through loyalty programs, or both. A combination of all of these tips will help you in no small way to nurture customer loyalty.Got a suggestion? Contact us: editor@connectnigeria.com