Reasons to Return – Why Australians still can’t get customers to return!!!
by Keith Abraham
Australian Retailers aren’t giving their customers enough reasons to return! They think good service will keep their customers coming back. Here are facts, you need to do more than just give good service and have good products to keep your customers returning.
Time and time again I ask the question in seminars, “Who wants loyal profitable customers?” Everyone’s hands go up. Then I ask people the audience of retailers, “Keep your hands up if you have a contact program or a strategy to keep your customers returning to your store?” Ninety five percent of the hands go down. How can you possibility gain customer loyalty if you have no strategy in place?
It always amazes me that people spend a fortune on a store fit out and take time pouring over products to sell in their store. The question you need to ask yourself is, “What do you need to do now that you’ve got the customers?” Have you thought about how to create a great customer experience system? What could you do before, during and after the sale and have you trained your people to carry out the customer experience?
In today’s market place, our customers are more astute, more demanding and have more choices than ever before. You need to move away from the old way of finding a customer, flogging them a product and forgetting them. You need to create a service experience that customers will rave about. Ask yourself the question, “What can we do to keep our customers coming back?”
This article was kindly provided by Keith Abraham, leading Australian customer loyalty business speaker and author of ‘Creating Loyal Profitable Customers’. You can find out more profit enhancing ideas to develop loyalty by visiting Keith’s website www.keithabraham.net.au To speak to Keith call 07 3848 5646.
©This article is reproduced with permission from People Pursuing a Passion 2000
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