Sales Training Tip - Keeping Customer for Life
Are you trying to increase your customer retention rate? Avoid having your customers go through the checkout process, only to abandon their purchase do you want to know what the biggest mistake is for 95% of businesses?
Many companies assume that keeping customers means sucking up. They think that if they treat their customers like gold, they will never leave. But here's the thing: treating a customer well does not mean giving them something for nothing. Instead, it should bring value above what they would have received from another company and make them feel special . The key is making your best offer in a way that will make them want more — and be eager to return.
Do You Have a Gold Card?
When you go to a department store or luxury brand, they probably ask if you want to sign up for a loyalty card. Then they tell you the benefits, like earning points or special offers. They make it sound good, with all sorts of enticements. But when was the last time you used your loyalty card? The reality is that these programs have become a habit for people, who have no idea how much they're spending on these cards. In fact, a recent Consumer Reports survey found that shoppers spend about $15 per month on rewards points. When companies decide to offer loyalty cards and promotions, their goal should be more than just making money off of rewards programs. You need to think about what customers really want and how you can offer something special.
Build Customer 'Love'
When was the last time you received a thank-you note from your company? In today's age of social media, text messages and emails, it seems like companies have forgotten the simple art of customer service. But one company that doesn't mind putting pen to paper is W.J. Sanders & Co. Inc., which offers a range of greeting card, gift items and accessories under its American Greetings brand.
W.J. Sanders & Co. Inc. is one of the largest companies in America that produces greeting cards and gifts, including greeting cards and gift baskets, office products, specialty gifts and home décor accessories. A division of PPG Industries (NYSE: PPG), American Greetings operates in 13 countries worldwide, with more than 4 billion products sold annually to retailers and consumers around the world.
"I think it's important for us as a company to give back to our consumers," says Bob Fritsch Jr., W.J. Sanders chief executive officer (CEO). "We take great pride in giving back and helping others. We try to be a company that does good."
That's why the greeting card and gift company has partnered with Operation Walk, an international program for children who have suffered personal or physical challenges. "It's the kind of thing that we look forward to doing," Fritsch says. "Why not do it? It's good karma."
American Greetings donates $2 from every American Greetings gift card sale to Operation Walk. (The average number of cards sold in the United States is about 12 million, so that equates to around $24 million.) The message that comes with each card offers a bit more information. Since 2005, W.J. Sanders has donated more than $1.5 million to Operation Walk.
The winning card of Operation Walk was created by American Greetings' in-house team and is being delivered to the children at the Hospital for Sick Children in Toronto, Canada. This special card, which features a walker and wheelchair, was chosen because it is impossible to walk with a walker or wheelchair without support from others. The card also spells out one of the words on the Operation Walk logo: "Walk with support."
"We go beyond giving just money," Fritsch says. "We give back by doing things like this." You can learn more about W.J. Sanders & Co. Inc. at www.amgreetings.com .
Tip: Reward customers to create more positive word of mouth
Businesses can use rewards programs to increase the value of their products. This, in turn, will make customers more loyal by giving them a reason to talk about your company, Fritsch says. "The power of word of mouth is definitely something I take seriously, and it's hard to do that without treating people right," he says. "You have to be generous, or people will not refer you. You have to give back more than you get."
Fritsch says he gets excited when he sees a customer holding an American Greetings card. "It means we're doing our jobs," he says. "This is one of the things I like best about the business: We're in people's homes and they see what we do. It's rewarding."
Source: www.articlesbase.com/entrepreneurs-articles/keeping-customer-for-life-rm762658.html
https://www.justinmind.com/en/blog/general/7-tips-to-increase-your-retention-rate
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Conclusion:
Should you make a customer loyalty program part of your business? If you are not sure then read this article.
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Articles by HuffPost & Alpha List :
<http://www.huffingtonpost.com/author/ryan-house> <https://www.forbes.com/sites/susandunsford/2014/10/31/how-to-dramatically-increase-customer-retention/#130500b57a9d> <https://www.webretailer..
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