How to conquer and retain customers

Image blog WebSelf

In France, just in 2015, more than half a million businesses have been created. Competition is fiercer than ever and this phenomenon is increasing. Standing out from your competitors is now a difficult task and even the best ideas of products or services may fail if your competitors are a step ahead of you. New technologies, new marketing innovations, social networking, customer service, everything is at your disposal to ensure a quality service, but few companies actually manage to build customer loyalty. After talking about the reasons why visitors leave your website a while ago, we share today some tips to conquer, but especially build customer loyalty.

Understanding the importance

First, it is important for you to understand the challenge of customer loyalty in the success of your business.

Did you know that :

  • A dissatisfied customer speaks to ten people about it while a satisfied customer to three.

  • Retaining a customer costs five to ten times cheaper than acquiring a new one

  • 5% increase in customer loyalty can increase profits by 25 to 55%

Winning a customer is just like a seduction game. You must, by all appropriate means, show potential clients why you are the best and why they should choose you rather than the competitor down the street! Easier said than done? Yes, but when you focus on customer satisfaction, making them come back for a 2nd order (or a 100th) will be automatic. You know who is the best ambassador for your brand? A satisfied customer.

Simplify your customer’s experience

Nowadays, creative marketing possibilities are endless! Do you ever see an ad and say: why haven’t I thought of that? The reality is that if you ever wake up with a genius idea, someone has probably already thought of it too.

There are many companies that rely on advertising on social networks to make their products known but too few companies realize that a satisfied customer are the ones who will bring in potential customers, who will tell their friends and so on. Word-of-mouth is a powerful tool, but only if it’s positive! Enhance your customer's' experience by providing a stellar service and pay attention to detail. It’s pretty simple: after the first order, it is imperative to keep in touch with the customer and make him happy, therefore encouraging more purchases in the future.

Image blog WebSelf

Offer a stellar customer service

You have certainly already been a victim of bad customer service. It's unpleasant and with all the other options available to us, it is easy to go elsewhere. Providing impeccable customer service should be the main focus of your company, because at the end of the day, they are the reason you are still in business!

  • Know your customers' needs

  • Treat every customer uniquely; people talk to each other: every customer should be treated fairly and with respect, no matter the situation.

  • Manage complaints with humility do not lose credibility

  • Tell them thank you: There is no limit to the use of this word in a day!

Stand out from your competitors

Although many companies are doing very well despite a competitive market, it is important to be aware of what your competitors are doing, but more importantly,  do better. Practice competitive intelligence, which is to regularly visit the competition sites not to copy, of course, but to inspire and "see" what they do. If your market is similar, you will see, for example, on  their social networks, what works better and what doesn’t well in terms of reaching the population with posts, comments, sharing content, etc. Standing out from your competitors, if only by a small detail, can help you immensely in retaining your customers.

Be where your customers are!

Being present “everywhere” can increase the visibility of the company, but it is important to optimize your digital strategy by focusing on what will reach your target audience. Quality before quantity when it comes to web presence!  

Did you know that more than half of the people in France access websites using their smartphone? It would be unfortunate if your customers couldn’t visit your site because it is not optimized for mobile phones! (WebSelf’ themes are optimized for mobile display, and it's free!) 

Also, people are likely to encourage companies that "give back" to their community. Whether sponsoring a local athlete, volunteering for a good cause or just being a partner at an event giving back to an association (or other), there are always ways to get involved in your community. In addition of gaining visibility, you will do it for a good cause, which certainly does not hurt your image!

Image blog WebSelf