By Jona Ohm, APR
Building a loyal customer base is a key player in the game of running a successful business.
The Pareto principle, or the 80/20 rule, tells us that 80% of consequences (or results, like sales) will come from 20% of the causes (your efforts or customers). In 1906, Italian economist Vilfredo Pareto found that 80% of the land in Italy was owned by 20% of the population. It turns out this pattern repeats itself in the world as we know it. A lot.
The main takeaway from this observation is that most things in life are not distributed equally – some contribute more than others. With that in mind, here are some things you can pay extra attention to that will keep your 20% – your best customers – satisfied and operating at a high level.
1. Keep Your Employees Happy
In many ways, your employees are the face of your brand. When they feel good about their job, they’ll make your customers feel good too. Treat them well, give them the right training and create a positive work environment. Happy employees mean happy customers.
2. Make Outstanding Customer Service a Priority
You’ve got to be there for your customers whenever they need help. Answer their questions fast, whether it’s on the phone, through email, or on social media – especially on social media. Go the extra mile to make them happy and solve their problems. If you can’t solve their problem, say so. Transparency is much better than radio silence.
3. Listen to Your Customers
Encourage your customers to tell you what they think about your products and services. Ask for their opinions and comments often. Surveys and social media are also valuable tools in garnering feedback. Then, take action and try to make things better based on their suggestions.
4. Always Deliver Quality
Make sure everything you offer — your products, services and the processes you use to run your business — is the best it can be. Test your products, understand the customer experience to keep improving and make sure everything runs smoothly. When customers know they can count on you for quality, they’ll stick around.
5. Share your Values to find Common Ground
Show your customers that you care about something, especially if it’s the same stuff they do. Whether it’s being eco-friendly, helping out your community, or supporting important causes, let them know you stand for something. Values they can support make them feel good about being connected to your brand and will be another point in your favor as they decide who to work with or buy from.
6. Build a Valuable Online Community
Create an online space where your customers can chat with each other and with your brand. Share useful info and tips related to your services, products, or industry. By providing something beneficial and making them feel like they belong, you’ll keep them coming back for more.
In a world where there are tons of choices, earning your customers’ loyalty is key. Keep this list of six things on your radar to give yourself an advantage in building a loyal customer base that’ll keep your business thriving. Remember, it’s not just about getting customers once — it’s about keeping them happy so they keep coming back for more.
Looking for a reliable partner to keep these fundamentals on track? Schedule an impact session to learn how the Avant Solutions team can help!