In the past we've talked about customer retention and ways to focus your efforts by providing perks. Maybe you've followed some of our suggestions or perhaps you've copied ideas that other businesses have tried. Any maybe that's working well for you. If you're not seeing the results that you were hoping for the reason could be a simple case of not giving your customers what they really want. For customer retention strategies to be effective you need to provide benefits to your customers. You need to motivate them to return to your business again and again. Today we're going to provide some suggestions on how to determine whether or not you are offering the right kind of perks.
- Observation. If you have a high volume of repeat customers that can be a good indication that your strategies are working. This is not always true, however. Your customers could be unimpressed by your loyalty rewards but so enamored with your product or service that they keep coming back anyway. You need to be sure which scenario it is because if your loyalty strategies aren't getting the job done you are simply wasting money on them.
- Communication. It never hurts to ask. One foolproof way to find out what your customers are thinking is just to ask them. You can do it one on one by chatting with them when they visit your business or you can ask them to complete a survey. Either way you should get invaluable feedback on how your strategies are working.
- Jubilation. The goal of any good loyalty program is to make your customers happy. If they are genuinely excited about the program and happy when earning and redeeming rewards that is a great sign that your efforts are on track.
- Irritation. This is one to avoid. If your customers express frustration or seemed irritated when trying to locate their loyalty card or redeem their rewards that could be a good indication that something isn't working quite as well as it should. Loyalty perks should make your customers happy, not irritate them and make visiting your business harder than it has to be.
The goal of any good loyalty program is to make your customers happy and keep them coming back. The best strategy is one that motivates your customers and provides benefits that they truly want. Measuring your success is key to ensuring that you're not wasting time and money on something that isn't working for your business.
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