Encouraging new customers to buy your services can be really time-consuming, and whilst it is important to have new customers, being overly focused on winning new business can take your focus away from existing loyal customers. Loyal customers are important as they bring your business regular income, without taking up as much as your time or resources as targeting new customers does. As well as bringing in regular income to your businesses, loyal customers also act as walking adverts for your business, spreading what hopefully is positive information about you through word of mouth.
Essentially it is much easier, not to mention cost-effective to nurture and reward your existing clients than to win around new ones. So here are some top tips to encourage those repeat bookings and purchases, and increase customer loyalty:
- Exceed customer expectations
The key to gaining repeat bookings and customer loyalty is by providing a great service that exceeds customers’ expectations and satisfies them into spending regular money with your business. Ensure you add value to your service wherever possible to make the customer experience as enjoyable and memorable as you can. Having easy methods for customers to book and purchase your service, get in contact, and even little things like providing customers with drinks during an appointment will help do this.
- Keep in touch
In order for customers to come back and use your services again, you need to be front of their mind when they require the service you offer. You should aim to have regular communication with your customers, through social media, emails and newsletters, in order to inform them of any changes your business has gone through and any special promotions or offers you are running.
- Build meaningful relationships
Customers are more likely to book your services again if they feel a connection to you and your business. That’s why it is important to build lasting relationships with your customers. This is easy to do, by keeping a record of such things as; your customers details, what services they usually book and at what times. You can then use this information to personalise your target marketing and encourage customers to book again.
- Offer promotions and deals
Promotional deals and special offers can help to keep you competitive within the market, by giving customers an incentive to shop with you. Provide customers with the opportunity to purchase multiple services at a discounted rate in comparison to just purchasing a single service. This encourages them to spend more money and time with your business in the long run.
- Follow-up after appointments
A great way to ensure customer loyalty is to follow-up with customers after they have had their appointment. Use the opportunity to ask for feedback, reminding them to book again and simply to thank you for their custom.
- Act on feedback
People like to share their opinions, and customer feedback is a great way to find out what your customers think of your business and what they would like to be improved. After a customer has had their appointment ask for feedback, and discuss how you can use that feedback in order to continue satisfying customers and encourage them to come back.
- Reward loyalty
A great way to encourage loyalty is to reward it, which you can easily do by running a referral or recommendations program. Allow customers to receive extra for telling a friend about your service or even bringing them along.
Remember, the most powerful way to encourage repeat bookings is by providing a service with added value, that exceeds customer expectations. The way to do this is to put yourself in your customer’s position and think about their needs and what they want to gain from your service. If you have any other ways to increase customer loyalty then please feel free to share them with the BookingBug community in the comments below.