How to maintain long-lasting relationships with your customers based on loyalty and trust
Your company needs loyal, long-term relationships with its customers in order to thrive. Customers who feel appreciated not only continue to bring you their business, they also offer leads for future prospects.
How do you build relationships with your customers that last? Here are five easy steps:
- Make it personal.
Make your communications with every customer as personal as possible. No one likes to be addressed “Dear Valued Customer.” Make sure your communication with your customers has a personal touch (e.g., write handwritten thank-you notes, address your customers by their first name, etc.). Try to talk to your customers personally; avoid leaving messages on their phones.
- Keep your customers informed of your efforts.
Always keep your customers up to date about what you’re doing for them and what changes have taken place in your company. You can send them a newsletter or it can be more informal, such as a phone call. Whatever method you use, the key is to point out to your customers what excellent service you are giving them.
- Reward loyalty.
Single out and reward your most loyal customers. Do this by introducing a special rewards program for loyal patrons. For example, give them advance purchase capability, special reward points or let them be the first to know about your deals and offers.
- Remember special occasions.
Remember and recognize your customers’ important dates. Send them birthday, anniversary, holiday and special occasion cards. Gifts are excellent follow-up tools too.
- Make follow-up and business development calls.
When you talk to or visit established clients or customers, you'll often find they have referrals to give you. Be sure to let them know when their leads have resulted in new business and thank them personally.
Building relationships with your customers is something your business future depends upon. Establishing communication built on trust should be the No.1 priority in your marketing plan. Axia Public Relations maximizes every PR effort our clients make to ensure their companies thrive and get the greatest ROI. Download Axia’s guide Maximizing Your Public Relations Investment to take your business to the next level.
Yulia Dianova is a public relations professional who is skilled in building relationships with target audiences. She provides counsel to organizations that seek PR help to further their growth and reach their goals. Yulia earned a master’s degree in public relations management from University of Maryland University College. She is fluent in Russian and English and is always looking for a new challenge. Yulia has worked for Axia Public Relations since July 2015. Learn more about Yulia Dianova. Connect with Axia on Twitter @axiapr or tell us what you think in the comments below.
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