It is 6-7 times more expensive to get a new customer than it is to keep one.
Research shows that a merely satisfied customer is not necessary going to be loyal to you, especially in the hospo industry where there are so many options and constant competition.
There is a gap between a satisfied customer and completely satisfied customer, which is what builds loyalty. You would want your customers to be beyond satisfied and stay as a regular in the long run.
And here’s 5 tips to do it.
- Always Make a Good Impression
Because it's a lot harder to re-impress someone. Loyal customers that had a great first experience are also more likely to forgive and give the benefit of the doubt for any mistakes. Have you experienced something like this before?
- Relationships are Your Best Assets
Have a regular customer? Get to know their name and regular order. Celebrate special occasions with your customers, which is where mailing list with birthdays comes in handy. Customers can get your actual product from someone else but give them an experience that they can only get from you.
- Not Just "Pretty Good"
Perhaps the most basic method of creating customer satisfaction is exceeding their expectations. Create a company culture where the customers are truly valued and train service team members under that vision to go the extra mile. More often than not, staff don’t recover service failures not because they don’t know how, but it’s due to lack of empowerment from the business.
- It pays to reward your customers
Reward your customers for being loyal. This is why many cafes have loyalty cards for coffee orders. The same idea can work for food too - try treating your customers a free item after a certain number of main orders or surprising a regular guest with your new special drink.
- Interact with your customers online and offline
Engagement is just as important as being active on social media. Ask your customers questions or for feedbacks and respond to their comments. It’s all about showing that there’s a human behind the business. Besides showing you care about your customers, it helps to reinforce your brand in their minds.