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4 Foolproof Ways to Increase Customer Loyalty

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Have you ever lost a customer for no apparent reason? They might even leave a friendly note like the one shown. Today I’m revealing four techniques GetResponse uses to boost customer loyalty. They’ve work for us and they’ll work for you — and you can implement them starting today.

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If you’re like most business owners, I’ll bet at some point you’ve calculated how much more money you could make if you were able to keep the business of lost customers.

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Money back noticeMost often, you don’t lose a customer because some disaster occurred. It’s usually because your relationship simply wasn’t strong enough to keep them from trying something else, and not even strong enough to get them to tell you the real reason.

Relationships need constant care. Think of your family or close friends. You call them; you meet with them regularly; help them out if they need something. You want the best for them because you care.

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So how are you taking care of the most important relationships in your business — your relationships with customers? No matter what your strategy is, it needs to correlate with the efforts of your front-line people.

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Here are 4 techniques we use at GetResponse to show customers we care.

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1. Make them feel welcome.

From the start, let them know you’re there for them. Send a personalized email. And if you have their phone number, give them a call. Many will appreciate the fact that you aren’t selling anything, just offering genuine help.

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Here at GetResponse, we call every customer who opens a paid account. We’re not trying to upsell. We’re not trying to push a cool new feature. We simply call to say hello and let them know they are welcome. We want to be their friends.

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A welcome call from GetResponse

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2. Praise them for what they’ve achieved.

Everyone likes praise, whether they admit it or not. The simple rule in life is this: you’re more likely to hang around people who are nice to you and appreciate your company.

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Business works the same way. The more positive feedback the customer gets from you, the more likely that he’ll stick with you and redouble his efforts.

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Show your customers the positive aspects of working together. Something that seems obvious to you may not be obvious to your customers. Find reasons to tell them they’re doing a good job.

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It happens that my husband Simon (GetResponse CEO) recently discovered a passion for cooking. The beginning was tough, but hey, we had a great time cooking! We made it fun, so he didn’t give up. And the pizza he served us yesterday… I’ll bet that the Italian place we go to wouldn’t be ashamed to serve it!

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Pizza by GetResponse CEO :)

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The applause encouraged Simon to explore new dishes – we’re cooking a tuna steak tonight! Now if I could just get him to do the dishes too … 😉

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3. Create customer success.

One great way to ensure customer loyalty is to help them succeed. We’ve noticed that customers who create their first newsletter or add contacts to their GetResponse accounts are much more likely to keep those accounts longer.

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For this to work, you gotta have an awesome product. But hey, you do, right?

Use every means of communication to get your new customer to use the product. If you have their phone number, give them a call. Make sure they know you’re there for them, ready to answer any questions and help them take off.

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Don’t be afraid to share the strategies that have worked for your business. What goes around comes around. So be fair to them, and maybe you’ll learn from them as well.

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If you offer an online service, monitor customer activity. People who succeed in using your service are 6 times more likely to keep their accounts. If they make more money using your service, why would they go somewhere else?

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If you notice customers who can improve the way they use your product, let them know. Look out for their best interests, and their loyalty will follow.

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4. Surprise them.

I’ll bet you often receive canned customer-service replies — obvious templates. If you’re lucky, the template actually answers your question. But what if you received a personal email from time to time?

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How can you make plain ordinary correspondence personal? Here’s an example of how we do it.

Instead of sending a template email, make it personal. Make your customer smile. Make it fun to work with you.

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Surprise them with something unexpected: maybe a picture you took especially for them, or a quick video tutorial recorded just for them — like this one:

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Personalized support video.

GetResponse apology

I’m always curious to hear about customer-loyalty strategies that have been working for you. How do you keep your customers happy?

 

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