5 Keys to Securing Repeat Customers

A beautician serving repeat customers.

For many service businesses that don’t operate on contracts, repeat customers drive profitability and cash flow.

If you want long-term business success, you will need to obtain customer loyalty. Having customers who feel a sense of loyalty to your brand can provide your firm with stable revenue for decades to come. However, creating customer loyalty isn’t necessarily easy. With that in mind, below are five keys to securing repeat customers.

1. Center Your Company Culture on the Customer

If your customers don’t feel appreciated, when presented with alternate choices from competitors, they won’t feel any loyalty to your brand. Overall, you need to make the average customer feel as if he or she is indeed important to the company. This should be apparent at every level of your company’s culture from the CEO all the way down to the lowest level employee.

2. Use Social Media, the Internet and Telecommunication to Reach Out

If you want repeat business, you need to be able to repeatedly reach the customers that enjoy your products or services. One way to do this is by setting up an email list. Customers can then be informed of new sales or promotions via email. For consumer-driven businesses, text messages can accomplish a similar result. Social media accounts are another means to communicate directly with individual customers.

3. Provide Excellent Customer Service

Overall, there’s nothing like old fashioned customer service to ensure your customer base keeps returning to your business. Make sure your employees are well trained on how to respond to customers in as many every conceivable situations as possible. Make sure management has the skill set needed to provide that training. If not, providing some support for a degree in business administration, for example, can certainly help them. This degree focuses on the scope of the business experience, which will help them learn the ins and outs of their roles in managing customer satisfaction.

4. Store and Analyze Customer Data

“Big data” is currently a big thing in the business world. It refers to storing a large amount of data regarding a company’s customers, sales and products and then leveraging that data into a strategic advantage. Once this information is collected, it can be analyzed by software to find trends regarding your customer base. You can act on these trends with your marketing, products and management strategies.

5. Always Think of the Customer Experience

Some businesses get tunnel vision through which they can only view their company from the owner or management’s point of view. Instead, you need to be able to examine the customer experience to see what’s working and what can be improved. Performing comprehensive market research can provide you with a better idea of how customers perceive your products and services.

The old adage that the customer is always right is certainly true. If you want obtain repeat business, you need to tend to your customers’ preferences and provide them with excellent service on a one-on-one basis. If not, you may lose a good portion of your customers to your competition.


About the Author

Dixie Somers is a freelance writer based in Arizona. She believes in a business administration education in helping increase one’s skillset.