Loyalty programs | Referral rewards |
Friendly and diligence customer service | Customer relationships - know the customer by name |
Follow-up calls | Drip marketing - regularly messaging the customer without going too far |
Replying to customers in social media | Replying to reviews |
Compensate dissatisfied customers to try to turn things around | Accurate billing |
Fast order turnaround | Apologizing for problems or delays |
Upselling and cross-selling activities | Discount coupons with every purchase - valuable coupons with an expiry date |
Exclusive sales for loyal customers | Subscription models |
Memberships | Product bundling - cancel one and you miss out on the bundle discount |
Friends & family discounts - cancel one and everyone's price goes up | Rent to own - cancel and you need to pay for the thing you're renting to own in a single installment |
High quality products and services | Service professionalism |
Listening to the customer - feedback that drives change | Loyalty tiers |
Personalization tactics | Cashback rewards |
Tiered discounts - purchase frequently to save more | Engaging customers in your business e.g. nightclub that takes requests |
Surprise rewards for customer who haven't purchased recently | Easy returns |
Free gifts | Complimentary services |
Customer is always right - culture of respect for the customer | Stable pricing - unexplained price increases can drive defection |
Stable stock - customers will leave if you're always out of stock | Consistent experience - e.g. a dish at a restaurant that is always the same size |
Do good for people and planet | Deserve the business - generally give more than the competition |
Product positioning - offer something unique on the market | Price leadership - be the cheapest for some acceptable level of quality and customers are less likely to leave |
Convenience - be the easiest to do business with | Location - be the closest to the customer e.g. a restaurant in a business district |
Usability - highly usable products are rare and difficult to give up | Help the customer to use your products and services - support way beyond the order process |
