Are you ready to turn your new customer base into a long-term, loyal group of buyers who can sustain a steady profit stream for years to come? It’s one of the perennial challenges of any business owner. For entrepreneurs who can convert one-time buyers into repeat clients, success is inevitable. However, there are several rules of the game, some of which are unspoken. Chief among the guidelines for building a loyal customer base is quality control (QC). There’s no avoiding the fact that quality must be embedded in the entire production process. Owners often overestimate the cost of installing company-wide QC programs.
The upside is that all quality-based systems eventually pay for themselves.Other tools and attitudes for creating happy and loyal clients include fleet management programs, the ability to communicate directly with buyers as soon as something goes wrong, knowing how to delegate important functions that don’t make sense to perform on an in-house basis, and routinely gathering detailed feedback from customers. Here are suggestions for getting started.
Don’t Skimp on Quality Control
Western nations borrowed the idea of focusing on quality control from Japanese companies in the 1970s. Firms like Mitsubishi Heavy Industries were among the first to place QC at the center of manufacturing operations. Once European, U.S., and South American companies began doing the same thing, managers all over the world came to realize the wisdom of, as one U.S. carmaker put it, making quality job one. The beauty of a quality-focused product or service company is that entities of any size can take advantage of the concept. Whether you make customized jewelry or sell tax planning services, if you pay close attention to high-quality output, customers will seek you out.
Use Vehicle Fleet Management Systems
During discussions about customer loyalty, fleet management systems are not often the first topic mentioned. But they should be. That’s because fleet software is at the crux of building a satisfied client base. For consumers and wholesalers, on-time delivery is one of the most important factors on a long list of what people expect from transport companies. In fact, any company that uses fleets to do its job pays close attention to its CSA score, a compliance safety accountability measure for shippers. The number gives people an instant idea of how well a particular organization is performing with respect to key industry parameters. If the concept is new to you, review a comprehensive online guide so you can understand and improve your company’s CSA score.
Communicate When Something Goes Wrong
Buyers are willing to forgive sellers who make errors. However, you’ll get much more love from customers when you take a proactive role and inform them as soon as something goes wrong. Instead of something like simply writing a business letter after the fact, or some other generic remedy, making the first move is an essential part of successful communications, especially when you have less than ideal news to deliver.
Pay for Relevant Feedback from Customers
Offer loyal customers discounts, free gifts, and other bonuses for offering feedback about their experiences. This kind of information can help you make relevant, informed changes to processes, advertisements, and product designs. Plus, you’ll continue to build customer loyalty while collecting important, relevant data.
