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4 tips to turn your occasional customers into loyal ones

3min read 27/11/2019

Christmas, New Year’s Eve, sales… it’s a busy time for retailers and e-tailers. It’s a crucial period for achieving objectives, especially as the holiday budget is on the rise this year. With millions of French people looking for the perfect gift and bargains, you’re bound to attract new customers. But that’s only the first step! You then need to convert these occasional buyers into loyal and regular customers. This is a considerable challenge, as it costs seven times more to attract a new customer than to retain one. To achieve this, here are some very simple and quick tips to put in place

Tip 1: Look after the welcome in your shop

your future customers will sometimes enter your shop out of curiosity or because they are looking for a particular product. As soon as they arrive, welcome them and offer them a quick tour. These few minutes will allow you to present your entire product range in a roundabout way. This will make it easier for these customers to think of you for their future purchases

Tip 2: Invest in emails!

newsletters have become an unavoidable tool for reactivating your customers, and they are far from being limited to e-retailers. At each checkout, check that the buyer is on your mailing list. If they are not, offer to put them on it by presenting them with the many advantages: discounts, invitations, etc. 82% of French people are ready to give up some of their personal information in exchange for tailor-made offers(TEDEMIS study 2014). Once they have agreed to this, offer them interesting content and offers to maintain their commitment to your shop and encourage them to return

Tip 3: Increase your visibility by offering wifi

while Wi-Fi has long been adopted by the restaurant and hotel industries, the retail world has only recently become a convert. Inexpensive, it offers great potential, especially if you make access conditional on prior registration via an email address or social networks. This will allow you to reach contacts who have not left their details at the checkout. In addition, you will appear in your customers’ newsfeed, which means that all of their contacts will see your shop, and so many potential new customers

Tip 4: Think of your customer experience as a whole

the customer experience is important during the visit to your shop but also after the customer has left. Whether it’s customising products, ordering in a specific colour or having them altered, many products require extra time to be delivered. Pay particular attention to order tracking. At every stage, inform your customer of any developments regarding their item. Even if you encounter a problem, inform them and present them with solutions. They will appreciate your honesty and responsiveness. This last tip is the one that will make the difference and demonstrate your commitment. It’s the key to building a long-term customer relationship!

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