It's the bane of every business, particularly new businesses; acquiring new customers and keeping them happy enough that they stay over shopping around. Master these two and the success of your business is already halfway there!
Acquiring and retaining new customers can be a huge hurdle for many companies. Image credit: Y Olal.
As companies are always on the lookout for new ways to attract customers, one company has a few suggestions to help you do just that.
Melbourne based, 212F offers a variety of solutions to assist with customer and brand loyalty as well as staff motivation, incentives and reward programs.
Joe Wojcik, managing director says there are ways to help maximise your potential when it comes to winning over potential new buyers.
He suggests breaking down every element of contact you have with new customers and analyse every stage of the process.
"This starts right with initial contact, whether in store, online or via telephone, the sale itself, and any further follow up," he says. "Determine what's working and what isn't, and tailor your strategy accordingly. Perhaps you're particularly strong a delivering post-sale support, but aren't quite so good at making the initial contact. This highlights your strengths but also shows the area you most need to improve, allowing you to focus more of your energies on getting every stage right."
From there, he says it's important to focus on the customer.
It's no secret that good customer service is absolutely vital and in most cases will determine whether or not a customer decides to give you their business a second time around.
Customer service is absolutely vital and must be done right from the beginning. Image credit:Thad Zajdowicz/sxc.hu
"Play your cards right, and you can turn one-time customers into regulars. However, poor customer service can send shoppers running in the opposite direction," he adds. "Particularly if they feel they haven't been given the attention they deserve, or – worse – they have been mistreated."
Having great customer service not only encourages customers to return but they'll also be less likely to ask for discounted rates or ask you to match a competitors rate as they'll typically be happier paying a marginally higher cost for guaranteed good service.
Wojcik also stress that measuring your results is important.
"No goal is complete without measurable results. If you're implementing a new customer acquisition strategy, track your progress from the day you start to ensure you're moving in the direction you want. If you're not getting the desired effects, you should be able to identify this quickly and re-strategise," he adds.
Have you had a particular success in acquiring or retaining customers? If so, comment and share your thoughts!