In Australia there are 21,949 hair and beauty salons! This means that competition for customers is fierce!
If you're not playing your A-Game 24/7, then you could be risking losing your valuable customers to other salons!
As we all know it costs anywhere from five to 25 times more expensive to gain a new customer, than retaining an existing one, it's time to talk about CUSTOMER LOYALTY!
Check out our list of how to keep your customers loyal.
Superior Customer Service. More than 75% of customer believe that customer service is a direct reflection of how much that business values their customers. So, if you want loyal customers, the first place for you to start is with your customer service. Your customers will analyse every single interaction they have with your business, and their loyalty decision will be made by this. Customer service isn't just face to face interaction, it's phone calls, emails, social media, post treatment follow up and more!! Your customers also want exceptional service via social media - and expect super fast responses! The majority of people expect a response on social media within an hour, and almost as many want a response within half an hour! So, take as much time with your social media responses as you do with phone or in-person communication.
2. Stay in Touch.
Don't let your customers forget you! Or even worse, don't let other salon owners swoop in
and steal them from you.
This means you need to have a good marketing strategy which reaches your customers
in various ways - ensuring that you are front of mind next time they need a service which
So, stay in touch with regular emails, SMS, Facebook, Instagram - do not give them the
chance to forget you!
If you don't have a good strategy in place, message us NOW - we can pull it all together
3. Reward your customers.
This is a great way to get your customers coming back to YOU! Reward them for their
loyalty. There are many ways to do this - and remember not every customer wants to be
rewarded the same way.
Over 75% of women and 70% of men are more like to come to you if you have a rewards
programme in place.
Make your customers feel appreciated for their loyalty. Remember, your customers can
choose to spend their money at ANY salon - to reward them for choosing YOU!
4. Make it easy for your customers.
If you make it super easy for your customers, they will come back again and again. How
do your processes work now? How can you possibly make your customer experience
easier and faster.
Maybe streamlining your bookings, easy access to at-home care, ensuring they have
access to treatment information on social media, maybe even a membership system
where your customers don't even have to make the decision to book...they just come
back month after month!
The easier you make it for your customers, the more loyal they will be to you!
5. You've got to give to receive.
In business it's all about making money - or is it? Don't just communicate with your
customers when it's time to take their money - that's a sure fire way to lose them!
Staying in touch with your customers and giving them additional value for money will help
with customer loyalty no end.
So, make sure that your emails educate, your social media educates and entertains, you
support local charities and more.
The more you give, the more you will receive - promise!
We could continue on and on - but you get the picture! There's so much more to keeping your customers loyal than you think...and you can start RIGHT NOW by contacting us to pull your marketing strategy together..you'll be amazed at the difference we can make to your customer retention rate! Contact us today.