Five Ways to Retain Your VIP Customers : Your customers are your best assets. Every year, businesses spend a ridiculous amount of time and money trying to attract new customers, even though it’s much easier to retain existing ones. Your VIP clients top the list of customers who are easiest to retain. For example, they spend more money per sale and they’re less likely to leave you for a competitor.
This is because VIP buyers have unique needs that aren’t being met by the average business leader. They pay attention to your customer service, your ability to connect with them on an emotional level, and your overall responsiveness
According to branding agency EWR Digital, key traits of VIP customers include high-spenders, repeat purchasers, regular brand advocates, and active loyalty program members. You should cultivate these kinds of relationships. After all, once someone’s bought from you before it’s much easier to get them to buy again. To keep your VIPs happy and coming back for more, consider these five strategies:
Use an Effective CRM
Customer relationship management software will help you remember each of your clients’ names, birthdays, special occasions, and interests. It’ll track the lifetime value of buyers and easily identify frequent customers and high-spend customers. You can then use this information to create targeted marketing campaigns that are personalized for each customer’s unique tastes. Choose a CRM that works for your industry. For example, you might use the CRM Endear for a retail business, while a restaurant might choose SevenRooms.
Show Tokens of Appreciation
Thanking your VIPs is literally the least you can do when they’ve helped your business make money or brought more legitimacy to your brand. Gifts don’t have to be expensive – something as simple as a handwritten card with a note thanking them for their business might be enough. Tokens of appreciation show your VIP customers that you value them.
Focus on Productivity for Improved Results
Business owners often overlook the essential role of productivity in their success. The more productive you are, the more money you’ll be able to make. Customers can immediately tell if there’s something wrong with your business or if you’re struggling to stay afloat (and they won’t stick around if they think it’s a lost cause).
Also, owners who get too caught up in pleasing VIP clients end up neglecting other customers. If you spend all your time catering to one high-spend customer, therefore losing sight of the majority, you’ll end up with complaints from those who feel they’re being neglected. Being productive also means knowing your priorities.
Focus on Customer Service over Selling
Taking care of your existing customers is the secret to increasing your profits by up to 400%. Once you’ve spent so much money bringing in a single customer, why would you want to lose them? And this doesn’t even take into account how much easier it is to sell something when you already have a relationship with someone.
Focus on seeing your business from your customers’ perspective. By doing that, you can better understand their needs and provide exactly what they’re looking for. Let go of any preconceived notions about what people expect from your business. Think about whether there are things that you could do differently.
Also, be accessible for your customers. Make sure that every person has multiple ways to contact your business. This could be via phone or email or social media platforms like Facebook and Twitter. It could also be through live chat software. The more accessible you are, the more likely it is that your customers will reach out when there’s a problem instead of moving on to another brand. Train your staff to be friendly and welcoming to your customers.
Maintain the Quality of Your Products or Services
This should go without saying, but it’s important to note that VIP clients are loyal because they’re happy with your business. If something goes wrong, or if one of them has a bad experience with you or your team, then they’ll simply take their business elsewhere. It’s up to you to make sure that each client is satisfied 100% of the time. This means offering constant feedback and tweaking existing processes based on customer input.
Also, keep your promises. If you say that you’re going to do something, then don’t back out at the last minute. If you promise someone special treatment, then follow through with it. People respect reliable people and businesses, not because of what they do but because of what they say. Don’t make promises lightly; keep them once they’ve been made.
VIP Customers Appreciate Transparency
The most important thing is to be genuine. If you’re being honest with your customers, then you have no reason to worry. People are more likely to trust someone who is sincere and not out to scam them or take their money. Share what your company stands for, too. This gives your customers something on which they can depend, making them feel safer about choosing you over another business.