No More 'One-and-dones'
Keep Customers Coming Back.
Every business owner at one time or another asks themselves: How can I turn every customer’s first visit into a lifetime of business?
The answer? Create a customer journey. But only 12% of businesses admit to having mapped their customer experience from their first meal or their first purchase to becoming a loyal customer.
YOU CAn'T BRING THEM BACK IF YOU Don'T KNOW WHO THEY ARE. YOU CAN'T ASK THEM TO BUY MORE IF YOU CAN'T TALK TO THEM. MAKE SURE EVERY CUSTOMER IS CONTACTABLE.
Anonymous Customers - not good.
Customers that have made a purchase with you but you don’t have even have a name for.
Named Customers - better.
Customers whose names and transaction histories you have on file.
Contactable Customers - great, this is what you’re aiming for.
Customers whose names and transaction histories you have, along with a their email or phone number. These are people you can reach out to and build a relationship with.
OK, now what?
You need to have a strategy to get your customers to share their contact info. Once you start building a list of contactable customers you’ll need to have a game-plan to engage with your customers.
Bring Them Back
Three Steps to Convert First Time Customers
Step #1 - Build trust
Today’s consumer is overloaded with ads and businesses asking for their contact information - everyone has their guard up. If you want your customers to share their personal information you need to earn their trust. Clearly state why they should share their information with your business and how you intend to use it to help them. Be sure to reassure them that their information is safe and won’t be shared with others.
Step #2 - Give value, stay relevant
When customers take the time to give you their contact information they expect to get something in return. Make sure to reward them for sharing their information by using it to provide them better service, more personalized offers and recommendations.
Step #3 - Be consistent
There’s a balance to strike between annoying your customers and under communicating. On average the right frequency to communicate is between once or twice per month depending on your type of business.