AHFrancis Blog, Lash News
Customer Retention & Loyalty…
How to Gain & Retain the Loyalty of your customers?
What is the definition of customer loyalty?
An ongoing positive relationship between you & your customer.
Multiple positive interactions that build trust.
Great customer service & support.
Value & respect, & form an emotional connection with your customer.
Listen to your customers & look after them when things go wrong.
Have empathy towards your customers.
Happy, contented customers will share their positivity & send more business your way, often, they share their positive experiences on social media, Trust Pilot reviews & word of mouth!
In our experience at AHFrancis we know that our loyal customers who we have nurtured & supported along their journey with us, tend to spend more & be less price-sensitive & stay with us because of fabulous high-quality products, & customer service & support.
How to improve your customer service?
Value & respect your customers.
Accept feedback, positive & negative.
Learn & grow from negative feedback.
Respond to your customers promptly i.e. booking, purchasing, email enquiries etc.
Welcome & nurture new & existing customers.
Communicate with your customers & try & manage their expectations.
How do we keep our customers?
Think long-term, not short-term!
We can often take it personally when our customers leave us after being loyal for so long, this can be for a number of reasons;
Customers do not feel valued anymore.
Tried somewhere new.
Your client has re-located.
Your client has lost their job.
Ways to improve customer retention & loyalty;
Introduce discounts & loyalty programs.
Offer a referral scheme (refer a friend incentive).
Encourage clients to re-book their next appointment before leaving.
Set up a text messaging appointment reminder.
Help organise your customer’s appointments & reminders to make this less stressful for them & prevent no-shows for you!
Update your treatment & product menu.
New product launch event.
Engage with your clients on social media & newsletters.
Communicate at least twice a month & keep your customers updated.
Remember Important customer occasions i.e. birthday, wedding, holiday’s, etc. & maybe offer a freebie treatment on these dates.
REMEMBER: It is so easy to take your customers for granted & their attachment to you, but this really isn’t enough to keep them forever. You will need to review your business, your brand & re-invest in yourself, re-train, upskill, & refresh yourself!
Reigniting your love & passion for your business will be infectious!
Still have questions?
AHFrancis Lashes Limited are always here to help!
Call us on: 01722 329829
Email us: customerservice@ahfrancis.com
Visit our website: www.ahfrancis.com
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