3 Tips To Improve Customer Loyalty By 80%

Selling your product or service to a customer is hard. Getting these customers to pay you the second time is harder. At Priority Pickup, a Perth based airport transfer service, we realized early that our industry has cut-throat competition and is highly price-sensitive. As a business that offers luxury limousine rentals, our chauffeurs were priced higher than the regular cabs. Finding a loyal customer base was tough job.

Despite that, we have been able to retain a significant number of customers over the past two years. Here are some tips that helped us increase our customer loyalty by over 80%.

Take The Relationship Beyond Business Transaction: Relationships matter in business. More often than not, people do not mind spending a few dollars more on a product or service that they like over an alternative that they have never tried. We regularly offer lucky-draw contests to make business more fun for our customers. When your customers realize that it is a human on the other end of the line, they are more likely to partake in the fun.

Offer The Highest Quality That You Can: Regardless of how nice and caring you are, you are charging money for your product or service. As a result, it goes without saying that you need to maintain high quality standards for things you sell. One thumb-rule that we deploy is to put a price on the service we provide and check if this is at least double the cost our customers pay. If an average customer pays $50 for the service, we ensure that they receive quality service that is worth at least $100. When your customer feels like royalty, there is no reason why they would not return.

Implement Suggestions & Offer Updates: Like every other business, we too have our share of unhappy customers. Besides obvious mistakes from our end that need to be corrected regardless of whether a customer complains or not, we encourage feedback and suggestions from our customers on aspects of our business that they would like to see improve. We set a high priority for these recommendations and constantly reach back out to the customer to keep them appraised of the improvements. This makes the customer feel important and they not only feel empowered to offer more suggestions, but also become more loyal customers.

Customer loyalty does not always have to come from discounts and deal coupons. The ultimate test of a customer loyalty is when you make mistakes and the customer still wants to continue with you. This is only possible when the customer believe that the business is their own and they should be part of its success stories. What are your thoughts?