We're talking customer retention! It is cheaper to retain past customers than it is to acquire new customers. Plus, long-term customers are more likely to spend more AND more likely to refer your business to their friends. Treat customers right once you have them and do what you can to make them happy (within reason, of course – there are rare instances where it is better to fire a customer, but that’s a subject for a different day!).
- Be the go-to in your niche - Specialize in the style/type/sizes of products that you sell and be the best at it. For example, if you specialize in women’s bohemian style clothing in a certain size range, make sure you are sticking to that and not getting side-tracked with other products that don’t go with that theme. That way, you 1) have a better selection in items that your ideal customer will actually want, 2) customers will think of checking in with your store first before any other place when they are wanting a new item that goes with your theme, and 3) they won’t unfollow you because they see things from you that don’t pertain to them (this goes with the “If you are trying to speak to everyone, you speak to no one” saying).
- Reward your best customers with a special discount and other ways of saying thank you. This is in addition to a loyalty program. Perhaps send them a hand written thank you card in the mail with a coupon.
- Get customers to sign up for your email list so you can stay at the forefront of their mind. One great way to do this is when you sign them up for the loyalty program, ask them if they want to sign up for emails for special offers and new releases. This can also work to get them on your text list, but I suggest getting them on your email list first (email is cheaper and you can send out more frequent emails versus texts without them unsubscribing). Once they are on your email list, you can always send out emails asking them to join the text program.
- Ask for reviews – After a customer has an order delivered, send them an email (this can be automated with an app if you use Shopify) asking them to leave you a review and give them a $5 off coupon as your way of saying thank you that they can use on their next purchase. This does four main things: 1) It gets them to interact with your brand again, 2) It gives them an incentive to make another purchase soon, 3) It builds social proof for your business, and 4) It gives you the opportunity to make it right if they weren’t totally happy with their purchase.
- Encourage the sharing of customer photos on your social media. This does two make things: 1) It gets them to excited and interacting with your brand again, and 2) It builds a buzz around your brand and builds social proof. If they send you a message of them wearing/using the product, ask if it’s okay if you share it on your page! You can also make posts and send out emails asking them to share their pictures!