It doesn’t matter how you operate your business, whether it’s a shop, a website, a café, or a market stand, your priority isn’t simply to get a customer to visit your business, you want them to stay, and stay a long time. The longer they stay the more they see, the more comfortable they get and the more money they spend. They are also more likely to remember you, revisit and refer their friends.
When you offer an experience they enjoy, through atmosphere and great service, you earn customer loyalty and word of mouth advertising – the very best kind of advertising available.
Keys to Customer Retention
The following keys to customer retention will mean you spend less time, energy, and money on having to attract new clients every week.
Even if you don’t have the best location in the world, you need to be easy to find. Ensure your Google Maps references are accurate, add directions on your website if required, and place signage on power poles and lane ways for clues and guidance as required.
Easy access can also be literal. Have a big door that is easy to get in and out of, some sort of cover to protect people from rain while they open and close umbrellas, have access ramps for prams and wheelchairs.
If your business is online, your website links all need to work, your website name should be short enough to remember and your home page easy to decipher. Artwork looks great, but can a person figure out how to get to the pricing page?
Nothing in the world is as comfortable as a quality chair and some high-end tea and coffee. Even if you aren’t running a café, offering beverages is a fantastic way for people to stay longer and feel at home- and cakes, why not! Coffee, tea and cake. The recipe has worked wonders for bookstores, gyms and offices around the world, yet is something many companies still skimp on. The smell of freshly ground coffee alone is bound to relax some people upon entering.
Ambiance is all about your character and atmosphere.
Options for ambiance are literally limitless. You don’t have to spend a fortune, you can achieve a lot with odds and ends and some creativity.
While art and cushion fabric is part of it, key ambiance factors are:
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