It’s all about putting the right message in front of the right people at just the right time and these are 5 “basics” that will help you get there.
- Get to know your customers
Getting to know your customers is essential in order to reach out to them with the right message. Build their complete profile; their buying habits, when and how often they come into your stores, how much money they actually spend with you, which time of the year they prefer to come in and which of your products they love. In this way you will be able to communicate with them, in a fully relevant, personalized, targeted way.
- Reward the most loyal customers
Decide which customers or which customer groups are actually the most loyal to your brand. Then reward them for their loyalty. Experience has proven that people like to be rewarded –even with small things. Reward them and they will remember.
- Give them good reasons to keep coming back
Give your customers good reasons to keep coming back into your stores. Send them the appropriate message and keep them alert with new product launches, new offerings, new games, lotteries, new store openings…or even with something you make up just for them!
- Ask for their feedback
Ask your customers for feedback – engage your people on site (sales reps, cashiers) to ask for feedback and use powerful online tools such as your newsletters, your direct marketing campaigns, online surveys, your website and your social media pages. If you don’t ask, you will never find out!
- Constantly measure your results and fine tune
This is critical in order to achieve the best outcome from your efforts. Measure your response rate and your customer feedback on a steady basis and fine tune your efforts to keep your customers happy.
In the end of the day, it’s always about what your customer really wants!