Steps For Customer Loyalty
Customer loyalty can make all the difference for a business. For instance, Zappos.com did $1 billion in sales in 2008 and 75% of it was from repeat customers. If it weren’t for those repeat customers they would have done $250 million. While this is no way a small amount of revenue it just shows how much of a difference customer loyalty can make.
There are several things you need to find out from your customers to create customer loyalty. The first is to identify what your customers expect and want from you. In order to do this you will need to create an exit survey that gives your customers some type of incentive to fill it out. A good way to go about this is to generate a list of drop down menus with different selections. Each drop down menu asking them what they prefer in that particular section of your website and what they prefer from your business. This will allow you to find out what setup the majority of your customers prefer. The reason you need drop down menus with a list is because you will have too many different answers and it won’t really help you improve your overall experience.
The next thing you want to do is to take each of the things that won majority vote with your customers and start implementing them one at a time. The reason you need to do these one at a time is to see if they are actually working. Chances are if your customers are asking for certain things to improve their experience your future customers want the same. If your conversion rate increases you know that that change to your website is working. Not only is this going to improve customer loyalty but it will improve your conversion rate.
This is just a start to improve customer loyalty but one of the most important steps you can take. Knowing what your customers want and applying it to your business will surely send you on your way to success. Always put your customers first and the business side will follow.