In a world where your competitors are only a click away, getting loyal customers is becoming more important.
It’s tempting to concentrate on making new sales or pursuing more customers. But keeping customers loyal should be at the top of every handmade business owner’s marketing plan. The amount of time, money and effort that goes into retaining customers is much lower than finding and obtaining new clients.
To begin with, let’s focus on the most important in keeping customers loyal to your handmade business: EXCEPTIONAL customer service. Customer service really is the ‘new’ marketing. Today’s costumers have access to an endless amount of information about your business, and research shows that they’re ready and willing to stop looking for others and stick with your shop who go above and beyond to create a fantastic customer experience.
When customers feel taken care of they are more inclined to buy from you again. Since studies have shown that it costs 6 to 7 times more to acquire a new customer than keep an old one, outpacing your competition depends upon having a loyal tribe of happy customers.
How to keep them loyal? Check out these tips below:
1. Treat Them Nicely
Answer inquiries immediately and have clear shop policies to avoid any misunderstandings. Send emails to confirm their custom color selections or shipping instructions. Everyone likes to be treated with kindness, and when you show your appreciation to your customers with extra special care they won’t forget you!
2. Email Marketing
Email marketing is a great way to stay in contact with past customers. Introduce new handmade items and share limited stock items. Share some behind-the-scenes photos of the making of your projects as it will help them get to know you and your brand.
3. Offer Discounts
Giving a buyer a discount on their next order could be that extra incentive they need to place another order or spread the word about your awesome shop. Ask them to follow you on your Facebook or Pinterest accounts to keep up with the latest products, limited items, and special discounts just for them.
4. Give Rewards
Surprise your customer with a little something extra. Try a gift tag, note card, magnet, bookmark, crochet heart or candy…whatever that is related to your brand. A small gesture of appreciation can give you great results. Try it.
5. Neat Packaging
The packaging is the first thing your customer sees when they open their order. As a buyer, it wouldn’t be a nice feeling to receive your order in a bad state, even though sometimes, it is part of shipping problems and you might want to consider getting a shipping insurance for it.
Put a smile on their face by wrapping with care. Try cute tags, a colorful ribbon and a thank you. It doesn’t have to cost a ton to have a big impact, and over time you’ll find out what works best for you. If you’re looking for fresh inspiration check out this post… 10 Packaging Tutorials For Etsy Sellers!
There you have it. Give them more options and stay positive during slow times. Get creative and try a new idea or two. Think ahead to upcoming holidays and start planning for huge sales! Your past customers will be watching and those new items will bring them back for more. Make each sale count and get a repeat customer with great customer service. Show them that shopping on your website or Etsy is so much better than going to the store for their next gift.
I’d love to hear what’s worked for you! Please share any tips you have in the comments!