The Key to Loyal, Returning, Repeat Customers

by MaxReferrals 7 replies
It amazes me how much time, effort, thinking and
downright work Warriors put into planning a product,
launching a product, and marketing it... to create sales.

It's like an obsession for many (been there, done that).

And today, really... it's not that hard to get strangers
online to give you money... to buy what you're selling.

But what I've also learned is there's another skill that is
WAY MORE important -- creating loyal customers or
followers.... that welcome you into their Inbox and
Mailbox.

We're lucky, in that we have many web sites that
do exactly that.

I wanted to share the following.


-----------------------------------------------
1. DO MORE THAN WHAT IS EXPECTED OF YOU.
-----------------------------------------------
Today, people shortcut, whine, complain, and will
try just about anything to game the system.

==> And a lot of times these people are the
MARKETERS, not the customers!

When was the last time you purchased a product
and were literally blown away? Not just by the
features of that product or service, NOR the service
(every talks about service)... but by the additional
value that was provided to you by the seller, that
completely surprised you caught you off guard...?

There are countless Warriors that embrace this in
their business... DO MORE THAN WHAT IS EXPECTED...
and you know what... it sure seems everyone of them
has a thriving business.



-----------------------------------------------
2. QUIT LOOKING AT EVERY PROSPECT OR CUSTOMER
AS ANOTHER FUTURE TRANSACTION OR SALE.
-----------------------------------------------
Who the HELL cares that they asked for a refund...
made 5 service inquiries... or just gave you a weird vibe
and you "think" they are gonna create problems for you.

Obviously, don't be a door mat and let people take
advantage of you... but really... SO WHAT!


==> What can you do today to ensure every single
opt-in, person on your list, customer, membership
subscriber, etc.... in EVERY contact they recive from
you from now on... feels that you've done way more
than they are expecting?



-----------------------------------------------
3. START INCLUDING ALL THE CRAP ON YOUR C:
THROUGH THE YEARS YOU'VE DONE NOTHING WITH...
AND ADD IT INTO YOUR CURRENT PRODUCTS AS A
UNANNOUNCED SURPRISE
-----------------------------------------------
We're amazed how many (good) assets we have got on
our PCs from 2003, 04, 05, etc... Stuff we may have
started... never completed... short reports, PDFs,
Audio Recordings, etc.

Advice: This material may not be PERFECT to you; but to
someone else it may be PURE GOLD.

Tip: We started burning these assets into nicely packaged
CDs and including one as unannounced bonuses when
we mail out physical product. Or, we'll toss up a bonus
download page, hand write a note, scan that handwriting
as a JPEG, and put it up on a page that says...

"I believe in doing more than what is expected. To say
thank you further, I want you to have the following..."

The responses we get are amazing.

--------------------------------



The bottom line again is:

--> DO MORE THAN WHAT IS EXPECTED OF YOU.

People are desperate today to encounter unbelievable,
WOW! experiences in a world that just does the bare
minimum.... even online.
#main internet marketing discussion forum #customers #key #loyal #repeat #returning
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  • Profile picture of the author James Schramko
    Meal ticket salespeople discovered that it was cheaper to get a new client by building huge lists than to look after the old one. This will change and customer service will become a priority like it should have always been

    Clients must come first. You look after the client and they will look after the business and the business will look after you.
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    • Profile picture of the author braver55b
      These are great points, however I may disagree slightly on point 2, taken to an extreme, you will become a doormat.
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      • Profile picture of the author giveusallfreedom
        Originally Posted by braver55b View Post

        These are great points, however I may disagree slightly on point 2, taken to an extreme, you will become a doormat.
        Yeah I disagree with Point 2 also and here's how. I agree that you should give your best customers the benefit of the doubt, but only your best customers.

        If you really want loyalty, reward loyalty. Send your best customers birthday cards and stuff. It's a proportion thing. The customer that buys your $3,000 product should definitely be treated better than the one that bought your $7 report. I know that's an extreme, but I'm just trying to emphasize the point.
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        • Profile picture of the author jhongren
          Originally Posted by giveusallfreedom View Post

          Yeah I disagree with Point 2 also and here's how. I agree that you should give your best customers the benefit of the doubt, but only your best customers.

          If you really want loyalty, reward loyalty. Send your best customers birthday cards and stuff. It's a proportion thing. The customer that buys your $3,000 product should definitely be treated better than the one that bought your $7 report. I know that's an extreme, but I'm just trying to emphasize the point.
          I feel all customers should be treated equally becos we never know which of the $7 customer will become the $3k customer. :p

          John
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          • Profile picture of the author BIG Mike
            Banned
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            • Profile picture of the author jayden.fellze
              Originally Posted by BIG Mike View Post

              I've pretty much built all of my businesses online and off following these basic ideas. They work. They work great.

              As to point #2, you'll only be turned into a doormat if you allow it. So don't.

              I do agree that loyalty rewards should be commensurate with the customer's value to your business, but don't mistakenly neglect customers just because they're new.

              Great post!
              I agree with you as I think you can always give good service without becoming a doormat. I think the best way to keep a customer loyal to you is by giving him a good pre and after sale sale. Because more than the product, customers remember the way you treated them. This way, you will get repeat customers and referrals also.

              So, it is a win win situation for everyone.
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          • Profile picture of the author MaxReferrals
            Originally Posted by jhongren View Post

            I feel all customers should be treated equally becos we never know which of the $7 customer will become the $3k customer. :p

            John
            John, glad to see that you understand this concept related
            to Point #2, and the larger picture of "relationships."
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  • Profile picture of the author Sagar Mehta
    I can attest to what the OP said. My best (and favorite) customers are the ones who got in touch with me WAY back when I started out online. They still form most of the top of my customers list. And they've referred many other people to hire me. And these referred clients are super-happy as well.

    Taking care of the customer is so important. As Big Mike said, making a huge list to earn from the percentage factor does work. For some reason, I rather help my existing customers or clients in as many ways as I can. I haven't had to explicitly get new clients since a long time - they keep coming

    Sagar
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