Covid-19: How To Maintain Customer Retention During A Crisis

There’s no denying that the Coronavirus has had a profound effect on businesses, whether good or bad and it’s in challenging times like these that, more than ever, customers and clients are looking to get even more from companies who are providing a service and it’s important that organisations try to go above and beyond to make sure their customer’s experience is the highest it can be. No matter what industry you are in, you must look after your customers if you want to be successful.

In this article, commercial vehicle experts Lookers Volkswagen CV explore in detail the services that industries offer, in a bid to keep their clients and customer base coming back for more and staving off competition during these unpredictable times.

Always reward loyalty

Make sure that happy customers become loyal customers. For example, returning guests are key to the hotel industry, with a loyal profitable customer base being highly sought after. Putting it simply, it’s easier and cheaper to service an existing customer rather than finding a new one. Plus, returning customers are also known to spend more than first-time customers. One way to maintain customer retention is to reward loyalty.
While weekend bookings are most popular, rewarding those who often use your services with off-peak period offers can make them feel appreciated while also filling your spaces during the quiet times. By enticing them to make a booking that they feel is too good to miss, you will increase your sales at the same time as making your customer happy. It really is a win-win situation!

The same goes for other industries too. While we often see ‘new customer’ deals, it certainly benefits from offering your existing clientele rewards. This tried and tested program has been proven to boost growth and can boost your reputation. Loyalty programs are effective marketing tools that can go a long way to making your business a success.

Make it personal

Personal touches are also a great way to cement a positive interaction. Have you ever noticed your waiter or waitress leave a simple ‘thank you’ signature on your bill? Such a simple addition can make the customer feel appreciated and this is evident across all industries, whether it’s a hand-written note or an email on purchase.

Keeping them in the know can work in the same way, too. By providing regular updates of your product or company, while using their first name, you are showing customers you care about them and are looking out for their needs.

Remembering special events is always a key selling point. Is it their birthday? If so, how can you make it special? Showing that you care about them by personally recognising key events in their own calendar can prove that you appreciate their custom. For larger companies this may just be an email, whereas smaller companies may go one further and drop them a card or a call – if you have a great relationship. Why not include a discount off too to once again tempt them into purchasing your product?

Ask for feedback

If you ask a customer for feedback, you are showing them that you’re engaged in your business and are actively looking into how you can improve your service. Whether this is a short survey online or on review sites such as TripAdvisor, you should always make sure to respond to your customers’ answers. This is extremely important to smaller businesses as 90% of consumers indicate that their decisions are influenced by online reviews, according to a BrightLocal Local Consumer Review Survey.

By actively participating with reviewers and reaching out to them personally and in an appropriate manner, you are showing your current, as well as any potential customers, that you are focused on providing a great service for them and appreciate their comments. After all, communication is key.

Create a VIP service

Like loyalty programs, customers love the VIP treatment and being made to feel special. By offering a service that’s above and beyond the normal level of service, a customer can feel important. EasyJet, for example, offer their customers the chance of speedy boarding, while there’s also special VIP lounges at the airports to get away from the hustle and bustle that busy airports often are associated with.

Shuttle buses are also a great way to go above and beyond in the hospitality industry. By offering a shuttle service to and from key destinations, including the airport, you will be adding a personal touch and making your customer feel valued. Organising customer transport can reduce stress levels and allow them to have a better all-round experience.

It’s clear that existing customers are crucial to the future success of your business. By following the steps listed above, you stand a great chance of acquiring a loyal customer base who will recommend your service and allow you to continue growing.