Creating customers who stay

On top of the wish list of most businesses is loyal customers. After all, their purchases translate into repeat business and referrals—a powerful engine for the growth of sales and profits. And brand marketers know that building and cultivating a relationship with your clients transcends initial purchase behavior, and can refocus the usual fixation on price. Yet there are still some common misconceptions about relationship marketing, and many wonder if the extra effort and expense are worth it.

We asked Maricel Badilla, a marketing consultant, to share with us some insights on how to overcome these misgivings.

Here are her recommendations:

1. Stay in touch, even after the purchase

Satisfied clients who talk about your product to their friends have a higher influence on purchase behavior than expensive advertisements and product placements. Word of mouth is still the best way to promote your product. But sometimes, it isn’t just the product itself that gets people talking—it’s the service they receive during the purchase, plus superior after-sales service that elicits a positive reaction.

2. Listen to client complaints

Complaints are negative customer feedback you would want to know. It is better to have a customer who complains so you’d know what went wrong than to just have your customers walk away never to come back. Addressing customer complaints in the right way can help you convert a complaining client into a satisfied and loyal one.

3. Don’t let the price alone define your brand

While price is still a very important factor buyers consider when making a purchase, there are other reasons why people buy your product or service. Your customers may also want convenience, or comfort, or a hassle-free experience. Price is a perception of value and may not be the same for all clients.

As a final note, listen to your customers and learn to track their needs and preferences. This data, when properly catalogued and analyzed, could be an invaluable resource in ensuring your product or service is always top of mind and inspires loyalty from your customers.

Badilla will be facilitating a workshop titled “Creating and Enhancing Relationships with Customers: How to achieve customer engagement and loyalty” on June 20, 2018 at the Inquirer Academy.

Inquirer Academy will also offer a course titled “Creating Customers that Stay” in Tacloban City and Ormoc City on July 25 and July 26, respectively.

The Inquirer Academy is at 4168 Don Chino Roces Ave. corner Ponte St., Makati City. For more information about the workshop or if you would like to add your input on the article, you may email [email protected], call (632) 834-1557 or 771-2715.

The author is the Executive Director of Inquirer Academy.