Getting repeat business from customers is much more challenging than winning your first customer.
If you want to know how to get the same people to come back and buy all over from you, this blog post is for you.
Watch the video below to learn how to get repeat business from customers at premium prices:
Benefits of Repeat Business
For the sake of this blog post, we will define a repeat customer as someone who has bought from you at least twice. Ideally, for a genuine repeat business, your customers should return to purchase many more times.
- A repeat customer costs less than new customers.
- Returning customers spend more, promote your business without asking, and form the base of your business.
- The customer lifetime value (CLTV) of a repeat customer is greater than that of a new customer due to upselling and cross-selling.
- Decreased costs for new customers increase profits and help you scale your business.
Here we explore the most common tactics you can apply to improve customer retention rates.
How to Get Repeat Business from Customers
Getting people to buy from you organically is a part of your strategy. Think about customer retention rates immediately to generate a loyal customer base right from the start. Begin here:
1. Build your business on trust and honesty.
Trust and honesty go beyond ensuring that products and services match their descriptions. Be transparent and reachable. Answer customer questions promptly and prioritize their requests to show you are fostering the relationship and want to invest value in it after the first purchase.
2. Ensure customer satisfaction with the product or service.
Product and service quality is the number one reason people return to do repeat business with a brand. A quality product meets the customer’s needs in a way it says it does, has a purpose, and complies with the industry requirements. To increase the quality of your offering, create an internal quality standard policy that will serve as a lifeline.
3. Specialize product characteristics.
The product or service must not only be of high quality; to earn repeat business, it has to have special benefits that delight your target customer base so that they return to get that unique benefit from your business’s USP.
4. Create onboarding customer benefits.
Increase the satisfaction of first-time buyers by giving discounts for starting purchases. Provide product usage instructions to reduce customer frustration levels, and help and support for services. Onboarding sets the tone for the customer relationship and keeps your customers engaged with a great first impression.
5. Provide convenience.
Make it easy or customers to spend money on your business. Simplify their cart pathways. Upload all buttons, CTAs, and contact forms necessary for the customer to reach out to you and make the purchase.
6. Invest in premium customer experience.
Customer experience drives 60% of customer loyalty, more than product quality and price together. It is a deciding factor of why customers keep returning to your brand. To provide excellent service, show that you understand customer needs. Good reviews, word-of-mouth praise, and becoming brand ambassadors are extended effects of superb customer service.
7. Begin loyalty programs.
Better retention is only a small piece of the pie when building loyalty programs for your customers. Keeping track of relevant customer and industry trends, improving communication, and reducing the number of unprofitable customers are tangible advantages of introducing loyalty programs.
8. Run data analytics software.
Without too much guesswork about what drives your customer behavior, data analytics is a clear-cut way to understand the pain points, needs, goals, and interests of your customers. It provides end-to-end visibility of the buying process and puts data into context.
9. Be proactive with customer feedback.
Be all ears about your customers. Use the insights you get through customer feedback to improve your product offering, send automation emails to repeat business with interested customers, and deliver a great customer service experience.
10. Analyze customer profiles.
It goes without saying that you know who belongs in your target audience before you start selling. But a deeper analysis of customer profiles illuminates who are the people that come back to do repeat business with you. So, use those insights to increase customer retention.
11. Offer personalized customer service.
Often those people that become loyal customers are attached to your brand because of the offering that perfectly solves their problem. However, showing appreciation through top-notch service that approaches each customer as an individual attracts an army of repeat buys because of the valuable rapport you have brought to the relationship.
12. Incentivize with future-use coupons.
Such coupons are the subsequent reward that keeps your brand in your customers’ minds without the pressure of using a limited-time discount.
13. Get contact information.
Don’t miss the chance to increase conversion rates by selling to the same person only because you have failed to obtain the contact info. Assure customers you treat business data with privacy, hold contests tactfully, and find ways to get the information through other channels of engagement with your brand.
14. Build an omnichannel brand.
Remain active on social media to set the seal on an excellent service regardless of the channel customers choose to approach your brand. Likewise to future-use incentives, an omnichannel presence stores your brand in your customer’s memory and enables them to pick up where they left off.
15. Vary product offerings.
If you have solved one customer problem successfully, you are more likely to solve a similar problem or solve the same problem better next time. Product variations and improvements show that you are actively interested in making customers happy.
16. Introduce referral programs.
Loyal customers can refer even without asking. However, you can capitalize on the trust you have built with one-time buyers by offering referral incentives. New customers trust referrals. So, in a way, you are expanding the market outreach by creating a circle of trust.
17. Bundle up or partner up.
Product bundles add value. Even if what you sell is a service-based business, you can improve the service from the first purchase by adding another option. Partnerships with complementary businesses enrich the customer base for both of you.
18. Productize your services.
Service productization is one of the easiest ways to get repeat business from customers because services usually expire. Open the doors for customers to return for more by packaging your service offerings in products that provide benefits for subsequent purchases.
Do you want to win repeat business from customers even if you offer a variety of services that look like one-offs?
Learn how to scale and grow your company with productized services.
Infographic: How to Win Repeat Business from Customers