Consider this… People will forget what you did and what you said, but they’ll never forget how you made them feel. The same can be said for your prospects and customers. In this multibillion dollar global horse industry, it’s no longer enough to be ‘satisfactory’.
But, don’t let this scare you. There is much you can do to not only keep your equine business top of mind, but close to heart. In this article, we share four simple ways you can create a genuine customer experience that’ll keep them coming back.
But, first, let’s take a moment to discuss why customer loyalty is important.
Customer loyalty is more than just a phrase. It’s an integral and measurable part of your equine business, and it shouldn’t be taken for granted, even – and especially – when your business grows.
For most businesses of any industry, it costs five times as much to attract a new customer, than to retain an existing one. Studies show existing customers are 50% more likely to try new products and spend 31% more than new customers.
If that doesn’t sway you, how about the fact by increasing customer retention by just 5%, you can, in turn, increase profits by 25-95%. Customer loyalty can make a huge difference to your bottomline. Now, that’s something.
1: Celebrate new customers from the start
How good does it feel when a new customer chooses to do business with you! So, when this happens, what are you waiting for? Make their first experience memorable by celebrating new customers right from the start. Develop a fun, creative way to welcome them that positively reflects your brand.
2: Find new ways to reward existing customers
Want to know an even better feeling? When they come back for their second purchase, and their third, and so on! Remember, customer loyalty isn’t made, it’s earned. Remind your customers at every opportunity how special they are to you! It could be something as simple as a phone call, birthday card or email message. Aim to create a genuine connection.
3: Ensure customer support remains a priority
But, if you really want to earn customer loyalty, then customer service must come first. You should always strive to be of value, even if that means taking extra time to provide face-to-face, email or phone support when problems arise. By doing so, your customers know they can rely on you.
4: Encourage your customers to get involved
Lastly, one of the best ways you can nurture customer loyalty is by giving your customers a voice. You may involve them in testing a new product, sharing their story and even giving constructive feedback. Your customers will truly feel part of your equine business, if you allow them to be.
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