As a small business owner, you probably already know that customers are the bread and butter of your business; it simply will not survive without them. But how valuable is a “loyal, repeat” customer to your business? Have you taken time to really think about that? Successful companies all over the world recognize the importance of getting “new” customers. However, many of them almost ignore methods that help them keep their “existing” customers coming back to them on a long-term basis. This is either because they don’t know how to get them to come back or they don’t take the time and necessary actions to make it happen. Either way, in order to take control of your local market, your business must place some emphasis on building customer loyalty. If you stop to think about it, repeat business is much easier and less expensive to get than brand new business. In just about any industry that exists, it is easier to get a customer whom has already purchased from you to purchase again… than it is to get a cold prospect to buy from you. Wouldn’t you agree?

1. By: Ed Burckhardt
(800) 520-9498
Ed@ecommnow.com
Boost Your Profits with Customer
Loyalty & Retention

2. Why is Customer Loyalty &
Retention So Vital?
Getting “new” customers is
much harder and more
expensive than getting repeat
sales from “existing” customers

3. Why Should Customer Loyalty
& Retention be a Top Priority?
 Attracting a new customer costs 5X as
much as keeping an existing one
 89% of consumers began doing
business with a competitor following a
poor customer experience
 Emails targeted to customer loyalty
programs have a 40% higher open
rate

4. Why Should Customer Loyalty
& Retention be a Top Priority?
 86% of consumers will pay more for a
better customer experience
 Poor customer experiences result in an
estimated $83 billion loss by US
enterprises each year because of
defections and abandoned purchases

5. Why Should Customer Loyalty
& Retention be a Top Priority?
 Unhappy customers are more likely to
talk than satisfied customers…
• 25% of customers say something
positive about purchases
• 65% are likely to speak negatively
• 23% of customers who had a
positive experience told 10+
people about it
• 48% of customers who had a
negative experience told 10+
people about it

6. Why Should Customer Loyalty
& Retention be a Top Priority?
 Customers taking the time to post a
positive review about your business,
appreciate if you take the time to thank
them online.
 Customers who engage with
companies over social media spend
20% to 40% more money with those
companies than other customers
 80% of a company’s future profits will
come from just 20% of their EXISTING
customers

7. Financially, Customer Loyalty
& Retention Can Help…
 Reduced Marketing, Advertising, and
Acquisition
 Reduced Customer Turnover Expenses
 Increased Overall Loyalty Equals More
Profits
 Increased Up-selling and Cross-selling

8. Financially, Customer Loyalty
& Retention Can Help…
 Increase in Referrals
 Boost in Brand Recognition and
Awareness
 Less Time Spent Creating New
Relationships
 More Feedback and Suggestions

9. What Makes Your Customers
Come Back?
 They feel appreciated
 They received great service from you
 They find tremendous value in your
product or service
 They can get special discounts going
forward (by joining some type of
customer loyalty and rewards program)

10. What Makes Your Customers
NOT Come Back?
 Your staff was not attentive or they
were rude
 They did not feel appreciated
 Your product or service didn’t meet
their expectations
 Your product is not priced appropriately

11. How Can Your Business Start
Building Customer Loyalty &
Retention Immediately?
Sign up at my Blog;
www.autoshopmarketing101.com
to get my upcoming “Why Customer
Loyalty” eBook Report, it’s FREE!

12. Email Marketing &
Email Coupons
 Most internet users use email
 Easily personalize communications and
build relationship with customers
 Consumers love getting “deals”
 Will come back to you if they like your
product and/or service

13. QR Codes & Mobile Apps
 Both are growing in popularity every
day
 Use them as ways to build your as well
as make offers to your list
 Give users something valuable to make
them scan your QR code or download
your mobile app

14. Mobile-Friendly Websites
 Websites that are not mobile-friendly
frustrate customers
 Could prevent them from doing
business with you while on the go
 Could turn them off completely sending
them to your competitors

15. Social Media Marketing
 More than 1 billion social media users
 Customers tell others what they think of
you on social media
 Monitor, engage, and respond to your
customers to initiate repeat business
from them

16. Online Reputation Management
 Monitor and respond to customer
reviews made on review websites and
business pages
 Publish informative content about your
company online regularly
 Maintain a positive image online to
keep your happy customers coming
back

17. Providing a Quality
Product or Service
 No matter how good your marketing
strategies are… they won’t come back
if your product or service is of poor
quality
 Always focus on providing excellent
customer service
 Keep all communications with your
customers on a “personalized” note to
build trust

18. Be Consistent and Create a
Comfortable, Positive Tone
 Stay in touch on a regular basis with
customers – do some testing to see
how much is too much or too little
 Make sure your employees are happy
and loyal; if not, their negativity could
spill over to how they handle your
customers
 Maintain a clean and comfortable
environment for your customers

19. Make it ALL About Your
Customers
 Target your marketing efforts to
different segments of your customer-
base
 Ask your customers what they want via
surveys – and then give it to them
 Always under-promise and over-deliver
to build credibility

20. Implement a Customer
Rewards Program
 Great way to generate repeat sales
from customers
 Costco, Staples, CVS, have very
successful reward programs, why not
you?
 Customers are eager to accumulate
reward points for future purchases

21. Implement a Customer
Rewards Program
 Plan it out
 Implement it
 Make it easy for people to sign up
 Make sure your rewards are very
valuable
 Pick the right program and initiate it
 Tell EVERYONE to join!

22. By: Ed Burckhardt
(800) 520-9498
ed@ecommnow.com
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