Now that we are on our way into 2014. It’s the time to be thinking about how you can change your company for the better. 2013 was a great year, so how can we make changes and elaborate on certain things to make 2014 even better? Take a good, hard look at the way you currently handle your customer retention program.
I read an article on Forbes.com today (http://www.forbes.com/sites/marccompeau/2013/12/31/the-only-new-years-resolution-for-small-business/) that said customer loyalty is the holy grail of small business. The article then states that instead of offering insane buy “10 get 1 free deals”, (like those other guys) we should take the time to have conversations with the customers. Ask them what they think needs to be changed, and what they would like to see fixed. Maybe they would like to sit in a hot tub while they wait for there oil change. OK, that is a bit much, but you get the point.
Another big thing to look into, keep up on trends, find out who your key demographics are. You may not want to try and sell a “popular item” to a 16 year old girl, if “other popular item” is all the rage right now. Make sure to track all your customer data, this will help you figure out what kinds of things your customers like to see.
Speaking of collecting data, make sure to only collect data that is usable. Otherwise you are using up resources and time tracking data that won’t do your business any good. The Forbes article also mentioned that you may not even need to have a loyalty program to have customer retention. Look at Apple products, they do not have a program, but they still have a large fan base. The big picture here is exceptional customer service. You can create customer loyalty with that alone. These customers are more likely to come back again and again if “John Doe” opens their car door for them and so and so down the street does not.
If you apply these tips and tricks, 2014 will be an even better year for your business.