Boosting your customer loyalty

In these current times, it is vital that you do everything you can to retain and maintain customers for your business. There is more competition than ever before, and more influential factors that make it difficult to compete for clients.

For example, since the age of the Internet, more companies have been able to show their presence online. A smaller and perhaps less experienced company can top you in Google search engine results simply by having a strong promotional and marketing team, even though perhaps you would have been better suited to the clients due to your experience.

This makes it very difficult for businesses to know how to attract customers and then keep them as loyal customers for the future.

Having a loyal customer is difficult, but it is easier in some regards than trying to attract more clients in a shorter term relationship.

Follow-up on business

If you have done business with a particular client, you will probably have their contact details. Having a correct e-mail address is probably one of the most beneficial pieces of information to have, because you can then use this information to send newsletters and follow-up e-mails to keep in touch with this client. You need to keep your business at the forefront of the client’s mind, which means that every now and again you need to contact them and let them know what you’re up to that you’re still there doing business.

Do not bombard them

On the other end of the spectrum is a company that contacts its past clients too much. If you want to conduct outbound calls then do them properly. We have all received newsletters and e-mails on a weekly if not daily basis from a company and found it very frustrating. You need to strike the right balance between being informative but not over the top.

Offer loyalty discounts

Offering discounts is a good way of keeping clients happy. They will feel special for being given a discount because they are a loyal customer to you. You will see restaurants give our loyalty cards, for instance. This is a good way of ensuring that a client is likely to come back to you in the future.

Customer service

Statistics and surveys have all shown that customer service is very important to client. If you have poor customer service, a client is likely to remember this and not do business with you again in the future. You need to think carefully about how you’re going to answer calls and e-mails if clients choose to get in touch. Having a solid call centre in place with specially trained staff is one way of ensuring that customers get the attention they need very quickly.


Gemma Harding
Gemma Harding

As Head of Client Services Gemma is an expert in the telephone answering services industry.