Eric Dalius: What is the number one strategy for keeping customers?

The number one strategy for keeping customers is customer loyalty. This includes any type of special treatment, recognition, visiting privilege, or allowing them to be part of a select group such as those with preferred seating explains Eric Dalius.

Discussion:

Customer loyalty is the number one strategy for keeping customers because it requires who they are and what they need in order to keep doing business with you long-term. It is not a single activity that lasts a few days or weeks but a collection of important moments that keep your client going back to you over and over again. Some companies can achieve this through discounts and coupons, while others do it by simply remembering their clients’ names and making them feel special every time they go there. In order to build strong relationships with your clients, you need to know what makes them tick and how they want to be treated.

This includes those little things that make your business memorable such as a simple thank-you or a handwritten note. These all cost very little money but really go a long way toward improving customer loyalty. When you give back to your customers through these types of attention, it not only makes them feel good about their relationship with your company but also gives them the motivation to come back again for more.

Any business can benefit from customer loyalty, whether you are a local flower shop or a multi-million dollar corporation explains Eric Dalius. To find out your clients’ preferences, you have to listen to what they say and respond accordingly. You cannot come in with preconceived notions about how you will treat them, because that will only end up hurting your relationship. It is always better to ask open questions instead of making statements to get the information you need.

To prove this point, let’s look at two examples showing how communication supposedly breaks down when dealing with customers. You should consider any complaints or issues brought up by your clients as valuable opportunities for communication rather than attacks on you or your company.

Example 1:

A consumer walks through the door of a new bakery, excited to try the pastries. There are only a few other customers in the store with her and she takes out her wallet as she approaches the counter so that she can pay for her purchase. However, before paying, she asks if there is any ‘flour’ leftover from yesterday’s baking at the back of the counter because she wants to use it for something else. The cashier turns around without answering and starts helping another customer instead.

Example 2:

A consumer walks through the door of a new bakery, excited to try the pastries.  There are many people in line behind him and he stares at his phone while he waits patiently to be served. Before he is called up to make his order, he asks for any ‘flour’ leftover from yesterday’s baking at the back of the counter because he wants to use it for something else. The cashier immediately approaches him, offering to help him with his request instead of ignoring him like in example 1.

Which bakery do you think is more likely going to gain a loyal customer?  Well, that depends on what kind of customer you would be and what kind of service you respond well to! Both examples above are very different but have one thing in common: communication was used by both parties in order to reach a happy medium between them. In example 2, communication starts out with respect and ends up without any problems whatsoever. However, when communication starts out with disrespect or indifference, it usually only ends up with more problems and less satisfaction for either party says Eric Dalius.

So, how can you use this to improve your business?  Well simply asking your clients what they want will solve a lot of these problems right away! But you must really listen when they are telling you what they need, because sometimes the answer is not always something major like in example 2. Sometimes their requests are small but still very important, so it’s always better to check things out instead of assuming anything! When you don’t cross that line where all customers come through clearly understanding what you’re offering them, then it’s easy to see why some people might walk away feeling ripped off or misunderstood.

When it comes down to it, customer loyalty is about being able to meet the important needs of your clients while providing great customer service. Treating customers with respect and listening to what they need are just two very easy ways to encourage that feeling of loyalty. Don’t be afraid to show appreciation towards your loyal customers, whether it’s through discounts or just some positive recognition. When you have strong ties with the people supporting your business, then you will always have guaranteed support in return!

Conclusion:

When it comes down to it, customer loyalty is about being able to meet the important needs of your clients while providing great customer service explains Eric Dalius. Treating customers with respect and listening to what they need are just two very easy ways to encourage that feeling of loyalty. Don’t be afraid to show appreciation towards your loyal customers, whether it’s through discounts or just some positive recognition. When you have strong ties with the people supporting your business, then you will always have guaranteed support in return!

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