7 Tips For Fostering Loyalty In Your Customers

by | Nov 9, 2016

It is well known in the business world that it costs a minimum of five times more to gain a new customer than it does to keep one. While the time, effort, and resources may be worth it from time to time, it is more prudent to foster loyalty in your customers.

One of the main benefits of this is that customer loyalty can significantly reduce the time and money required to acquire new business. Your loyal customers will do all the hard work for you.

This doesn’t mean to say it isn’t any effort at all. It will take some effort, and some expense, as well as fundamental changes to the way your business operates. All of it, however, will be of great benefit for your customers, and your business.

So how do you foster this loyalty in your customers?

1. Use their name

If they’re long term and/or regular customers, you should know their name. If you don’t, there’s no harm in asking. Not only will it provide you with opportunities down the track, it will show them that you care about them, not just as a customer, but as a person in their own right.

As often as possible address them using their name. It makes a person feel special.

2. Treat them like they’re special

Speaking of feeling special, introduce a program that makes them feel special. This may be similar to the special offers and discounts you give to your mailing list – but make this one more exclusive, with more incentive.

You may even introduce two-tier loyalty program; one for new customers, and one for those who are regulars.

Use post instead of email to send them invitations or specials no one else has access to. Take it one step further and send them birthday cards, or other special occasions cards.

3. Thank them for their loyalty

Sending a thank you card, or special thank you gift “just because” is incredibly powerful. Randomly select a customer, or group of customers, to show your appreciation.

How you do this is up to you and your business. What is important is that you think outside the box, and be genuinely grateful.

4. Provide real service to your customers

Recent years have shown a dramatic decrease in customer service, so it’s not going to be too hard to provide a superior service. You don’t need to be an excessively expensive, high class, snooty business to give great service.

What is important is that you really do serve your customer; smile, be polite, be helpful, and as much as possible try to anticipate their needs. Rid yourself and your business of meaningless platitudes, and provide your customer with value.

Ask them questions, find out what they want, and avoid the standard sales assistant scripting.

5. Communicate – often

Regular contact with your customers keeps you front of their mind, but also shows you care about them. Using some of the tactics already mentioned; sending thank you and birthday cards, introducing exclusive loyalty programs etc., is just part of it.

Let them know about sales or offers before they’re made public, send them regular newsletters or updates, and even include some personal information, to help them get to know you. Communicating on a personal level helps to strengthen connections and relationships – and customer loyalty.

6. Make it your culture

Your customers, and customer service, need to be more than a goal or value on a poster on the office wall. Make it a core value of your business, and ideally begin to live and breathe it.

The aim is to make it simply part of the culture of your business, and habitual as unlocking the door in the mornings, and the phrase you use to answer the phones during the day. Great customer service isn’t a “thing” that has done to done during the day, it’s just something you do, subconsciously.

7. Foster loyalty in your employees

Whilst you’re looking after your customers, make sure you don’t neglect your employees. They have the capacity to make or break your business, and, as far as the customer is concerned, they are your business.

Although paying them well seems to be the most obvious way to keep your staff, it’s not everything. Recognising and rewarding them for good work, and providing them with the tools they need to do their job well, goes a long way.

Including them in creating the culture and values of your business, and listening to their feedback gives them an element of ownership. This, alone, can create employee loyalty, and a desire to serve the customer well.

Ultimately, it is your customers that have go you to where you are now. Let them know how much you appreciate them for it, and they’ll take you places you possibly never considered going.

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Sophie is an incredibly savvy business owner, for whom I have great respect. She has always been very clear and detailed in her instructions, is always very focused on her business objectives, and displays a business model that you can aspire to as a small business owner. I have no hesitation is recommending her work at The Accounts Studio.

Kristy Smith
Director, Virtual Elves Outsourcing Solutions

2017-10-13T09:30:59+00:00

Kristy Smith
Director, Virtual Elves Outsourcing Solutions

Sophie is an incredibly savvy business owner, for whom I have great respect. She has always been very clear and detailed in her instructions, is always very focused on her business objectives, and displays a business model that you can aspire to as a small business owner. I have no hesitation is recommending her work at The Accounts Studio.
I have had many a chat with Sophie on the networking circuit. Sophie has a strong profile and reputation within business circles and I wouldn’t hesitate to recommend her to any soho needing direction, support and encouragement. I have a passion for educating small business myself and wholeheartedly support Sophie in her endeavour to actively reduce costs for those who may be unintentionally making uninformed decisions relating to business management. Many business owners are unnecessarily outsourcing tasks which are misdirected or can be achieved inhouse.

Gai Hook
Virtual Sales Strategy

2017-10-13T09:32:05+00:00

Gai Hook
Virtual Sales Strategy

I have had many a chat with Sophie on the networking circuit. Sophie has a strong profile and reputation within business circles and I wouldn’t hesitate to recommend her to any soho needing direction, support and encouragement. I have a passion for educating small business myself and wholeheartedly support Sophie in her endeavour to actively reduce costs for those who may be unintentionally making uninformed decisions relating to business management. Many business owners are unnecessarily outsourcing tasks which are misdirected or can be achieved inhouse.
I’ve worked with Sophie as a contributor to Confessions of a Mumpreneur – a fantastic book that she dreamt up, edited and produced. Apart from producing fabulous books that help so many others realise their entrepreneurial dreams, Sophie is an astute business person who is making her mark on her own terms. Watch this space – I’m sure we’ll see and hear a lot more from Sophie Andrews in the years to come.

Jennifer Dalitz
Gender Diversity expert, Career Coach, Award winning blogger on women, work & leadership @ www.TheSheEOBlog.com

2017-10-13T09:50:01+00:00

Jennifer Dalitz
Gender Diversity expert, Career Coach, Award winning blogger on women, work & leadership @ www.TheSheEOBlog.com

I’ve worked with Sophie as a contributor to Confessions of a Mumpreneur – a fantastic book that she dreamt up, edited and produced. Apart from producing fabulous books that help so many others realise their entrepreneurial dreams, Sophie is an astute business person who is making her mark on her own terms. Watch this space – I’m sure we’ll see and hear a lot more from Sophie Andrews in the years to come.
I got to know Sophie through my previous employer where Sophie still handles the bookkeeping side of things. While we worked together I have found Sophie very accurate, punctual and very pleasant to work with. And recommend her highly.

Dianna Holwerda
Client Service Manager, John Sergeant Associates Pty Ltd

2017-10-13T09:55:05+00:00

Dianna Holwerda
Client Service Manager, John Sergeant Associates Pty Ltd

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I was recommended to The Accounts Studio at a networking event and have been working with them for the last 2 years. The team have all been very approachable and available – two things essential when it comes to understanding your accounts! I now no longer have the stress every three months of getting my BAS correct and even better I have a clear understanding of where my company is financially! Thanks Sophie and TAS team!

Eleni Mitakos
Galmatic Pty Ltd

2017-10-13T04:16:02+00:00

Eleni Mitakos
Galmatic Pty Ltd

I was recommended to The Accounts Studio at a networking event and have been working with them for the last 2 years. The team have all been very approachable and available – two things essential when it comes to understanding your accounts! I now no longer have the stress every three months of getting my BAS correct and even better I have a clear understanding of where my company is financially! Thanks Sophie and TAS team!
I have really enjoyed working with you guys and look forward to a successful 2013. From the moment we started with TAS I have seen value. The figures are accurate, you are accessible (and approachable!) and most of all – you are cool people!

Chris Du Plessis
Managing Director, Origin Meat Pty Ltd

2017-10-13T04:20:03+00:00

Chris Du Plessis
Managing Director, Origin Meat Pty Ltd

I have really enjoyed working with you guys and look forward to a successful 2013. From the moment we started with TAS I have seen value. The figures are accurate, you are accessible (and approachable!) and most of all – you are cool people!
"Sophie is so professional – careful, attentive and punctual – she has made managing my accounts not just easier, but a whole lot less stressful"

Fast Ed
TV Chef from Better Homes & Gardens

2017-10-13T04:23:15+00:00

Fast Ed
TV Chef from Better Homes & Gardens

"Sophie is so professional – careful, attentive and punctual – she has made managing my accounts not just easier, but a whole lot less stressful"
Sophie has been a tremendous support and guiding light for my business. I have continually succeeded when acting on her advice and by using her services. Her products are fantastic and her ideas and accuracy is out of this world. I would never hesitate to recommend Sophie’s services and I would invite anyone to contact me for a referral.

Belinda Grundy
GM, Property Styling Online and BG Property Styling

2017-10-13T09:21:50+00:00

Belinda Grundy
GM, Property Styling Online and BG Property Styling

Sophie has been a tremendous support and guiding light for my business. I have continually succeeded when acting on her advice and by using her services. Her products are fantastic and her ideas and accuracy is out of this world. I would never hesitate to recommend Sophie’s services and I would invite anyone to contact me for a referral.
Sophie has the spirit of the Entrepreneurial Business Owner! Whether she is running a successful single family website, creating a product for small business owners or running her own bookkeeping agency she is always right on track as to what small business needs. If you want to speak to someone who not only knows what business owners are going through-she also does something about it- then don’t miss out, connect with Sophie! She is someone who can not only think outside the square- she has true strategic thinking; which is often spoken about but is rarely truly placed into action.

Sue Heins
Councillor at Warringah Council

2017-10-13T09:25:16+00:00

Sue Heins
Councillor at Warringah Council

Sophie has the spirit of the Entrepreneurial Business Owner! Whether she is running a successful single family website, creating a product for small business owners or running her own bookkeeping agency she is always right on track as to what small business needs. If you want to speak to someone who not only knows what business owners are going through-she also does something about it- then don’t miss out, connect with Sophie! She is someone who can not only think outside the square- she has true strategic thinking; which is often spoken about but is rarely truly placed into action.
Sophie is an amazing business woman. She is able to take the complexities of business and break them into manageable pieces for small and home based business owners to work with. She’s clever, creative, supportive and very generous. She’s the reason that so many small businesses are doing so well. If yours is a small or home based business then Sophie is someone you need to know.

Anne Maybus
Writer and Content Creator, Clever Streak

2017-10-13T09:26:35+00:00

Anne Maybus
Writer and Content Creator, Clever Streak

Sophie is an amazing business woman. She is able to take the complexities of business and break them into manageable pieces for small and home based business owners to work with. She’s clever, creative, supportive and very generous. She’s the reason that so many small businesses are doing so well. If yours is a small or home based business then Sophie is someone you need to know.