How to Maintain Customer Relationships and Build Loyalty

How to Maintain Customer Relationships and Build Loyalty
Grow your company with these tips on how to build and maintain relationships with customers and turn them into your loyal customers. Read more here.
by Alise Bailey Sep 15, 2017 — 2 min read
How to Maintain Customer Relationships and Build Loyalty

According to a recent Square study, 63 percent of customers said the number one thing that keeps them loyal to a business is great customer service. Since customers are your greatest asset, customer loyalty is vital to ensure they’re happy.

According to a study by Bain & Company, a five percent increase in customer retention can boost profits up to 95 percent. So, satisfied, loyal customers equal a healthy business.

One of the best ways to automate and deliver this is to use a customer directory that keeps track of customer data, notes, and feedback (good or bad).

Of course, it’s not enough just to have the right tools. You also need solid strategies, tactics and great customer service professionals.

Square’s study included conversations with consumers nationwide and focused on their experiences with the businesses in their community. This resulted in powerful customer service practice insights that can keep you in your customers’ good graces and help you grow as a company.

Provide great customer service

Your employees interact with customers regularly. To provide a positive customer experience, employees should be encouraged and empowered to treat customers well and have a positive interaction. (And, in turn, your team should be happy and motivated.)

Make it personal

Remembering details like a customer’s favourite bottle of wine or a hard-to-find snack can mean a lot, and it ensures that customers feel valued, known and understood. With Square’s Customer Directory notes and reminders, you and all of your employees can easily manage relationships with each customer for the long-term. This comes in handy for prompt follow-ups, like when a product is back in stock.

Stay in touch

Everyone wants to feel like they’re being kept in the loop. This means that it’s important to send newsletters, event invitations, and reward emails. With the right email marketing tools, you should be able to segment customers by behaviour and provide more personalised offers that get them in the door more often.

Offer rewards

Reward your customers for coming back with a loyalty program, be it with a digital software program or an old-school punch card. Loyalty programs serve as encouragement to return and are especially helpful to differentiate your business from similar ones in your area, respondents said.

Celebrate your customers

Honour and retain loyal customers with special events, like an evening with private shopping and discounts or a preview party of a menu or new cocktails you’re testing. It’s an easy way to make your loyal customers feel appreciated and special. You might even start a friends and family day with discounted shopping for loyal customers, so they can bring someone special and spread the word.

Give back to your community

Getting involved in your community gives you a chance to form beneficial relationships with nearby businesses. Support your neighbours and consider having a block party with stores and restaurants in your area, offering special discounts or samples. You can even create a punch card program that offers discounts or loyalty incentives with other businesses.

Don’t forget the little things

While big gestures are nice, it’s the little touches that stand out and keep customers returning. A special holiday treat, an extra dessert, or a simple thank you card at the end of the year takes a small amount of time and effort but has a lot of impact.

Alise Bailey
Alise Bailey is an editor at Square, where she writes about how to start, run, and grow a business, highlighting our sellers around the world.


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