Gaining loyal customers isn't about having a "loyalty card". To me, these cards don't always work. I can tell you how many cards I have in my wallet - a lot! And sometimes I even forget I have them, thus a missed chance to get the card "stamped" or "save some money".
So how do you gain loyal customers? In an article titled Customer Loyalty, Profitability, and the Razor-Thin Margin, Robin Clark offers his take on loyal customers:
" To grow truly loyal customers who don't switch to competitors that suddenly offer better discounts or novelty services, what's needed is the "Mom & Pop Store" factor: knowing customers well enough to anticipate their needs; to stock what they want, when they want it; to serve them well, and consistently, and in a friendly way; to delight and surprise them from time to time."
» Nick Rice's Way Of Keeping Loyal Customers from CustomersAreAlways
Nick Rice of Strategic Design tells us how he keeps his customers loyal to him: "...If I'm not face-to-face or on the phone, I feel like I'm letting my customers down and I'm afraid that a nuance will be missed.... [Read More]
Tracked on: April 25, 2006 11:18 PM | Permalink to Trackback