How to Extend Customer Relationships Beyond the Transaction?

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Businesses, whether big or small, tend to tackle with one major challenge– acquiring customers and retaining them. Take, for example, you have an amazing store selling all the unique items today’s youngsters would want. You manage to gain their attention and bring them to your store finally. In short, you have “acquired” the customers you were targeting through your advertisements.

Most of these customers make a purchase, and show signs of satisfaction. But there are others who are difficult to please. This presents the second challenge, which is customer retention. How do you retain the customers you have acquired? Well, this is a tricky question to answer. While most businesses succeed in drawing customers to stores, they often find it difficult to make customers keep coming to them.

As a seller, you have to know that the sale process doesn’t end with the transaction. You have to keep offering your customers value so that they keep coming back to you. If you are struggling to do this, here are a few tips that can help you build long-lasting relationships with your customers post sale:

Focus on customer service

 If you wish to foster lasting relationships with your customers, you have to up your customer services. You should focus on providing memorable customer services so that your customers leave your store with a positive impression in mind. You should leverage both online and offline channels to address customers’ queries and proactively resolve their issues.

Give them attention

You may not know but your customers are actually hungry for your attention. So why not give them? One good way to do so is by featuring them in your social channels. You can feature their stories on your blog or e-newsletter or conduct a short video interview that you can share on your YouTube channel. This is a great way to make your customers feel valued.

Encourage feedback from them

 Most sellers may ignore this, but customer feedback is a great way to improve your post-sale customer services. You should encourage your customers to share what they think about you and what you are offering. Both positive and negative feedback will help you understand what they like and dislike. This gives you meaningful insights into your customers’ preferences, and help you take necessary actions.

Conduct loyalty programs

Loyalty programs are a great way to reward customers for their support. Your customers may patronize your store, but they would love you even more if you reward them for being your customer. You can reward them with free samples of your product, discounts or coupons, and gift hampers, which will make your customers feel valued and make them come back to you.

Stay in touch with them always

 Last but certainly not the least, you should stay in touch with your customers always. Never forget to send them a “thank you” message after they visit your store for the first time. You should keep sending them relevant offers from time-to-time so that they know you are there to help them. You can even send them greetings on birthdays and special occasions so as to establish an emotional connection with them.

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