Working to retain your existing customer base delivers far greater results than attempting to attract new clients.
Around 80% of small business sales come from just 20% of their existing customer base. Regardless, the majority of business promotions are aimed at attracting new customers and often exclude past purchasers.
Small business owners should encourage customers to make repeat purchases. Let them know that you still exist by sending them a regular newsletter – but make sure you provide interesting content or share useful resources instead of just delivering a weekly sales pitch. Try to keep your brand at the front of their mind.
Consider a loyalty scheme to reward your best customers. Even a small discount will give them less incentive to try a competitor. Sending Christmas cards to your customers is always a nice gesture too, especially if you include a price reduction!
Social networking sites such as Twitter and Facebook have made it easier than ever for small businesses to reach out to clients and connect with them on a personal level. Encourage feedback from customers as this will make them feel valued and hopefully provide you with an opportunity to learn from their input.
WinWeb’s CRM software helps you to manage your customer relationships and keep in contact with them after their purchase has been completed.