Winning back a customer you lost is easier than you think!

Winning back a customer you lost is easier than you think!

When business is doing well, and sales are booming, jewellers don’t usually think of customers they may have lost along the way. But it is crucial to retain all customers – you never know when the business landscape might change and sales might plateau, or, worse, start dipping.

Studies show that it is far more economical to retain existing customers than attract new ones. Keeping a tab on the customer base, making a note of whether any of them are opting out, and then strategizing about winning them back is what smart retail business is all about.

Here’s how lost customers can be won back.

?????????????Seek feedback: Unless you know why your customers left, you cannot win them back. Engage with your patrons who might have taken a break from you, seek feedback from them, figure out what issues they faced, and then work on them. Communicate with them and inform them that their concerns have been addressed.

?????????????Step up the customer service: Good customer service is simply not enough – everyone is providing it. What is needed is exceptional customer service. So, if you want to win back customers, make customer service improvement an ongoing exercise. Hire professionals to train the staff, if need be. Let your customers see that you are willing to go the extra mile to woo them back.

?????????????Start a loyalty reward programme: A loyalty programme is a great way to entice customers, and make them come back. Everyone likes to be rewarded, no matter to which strata of society they belong. Giving customers a reason to shop with you again is a great way to win back lost customers. Getting creative with the rewards programme will go a long way to make customers feel they are appreciated and that their business matters to you.

?????????????Personalise your communication: Connect with the customers who have dropped out. Personalize your communication, reach out to them, and let them feel you are making a sincere attempt to connect with them. Making customers feel special, feel valued is a great way to get them back. Write a personal email, send a small gift, wish them on special occasions. Small gestures often show big results.

?????????????Revamp your brand image: A brand is, for all practical purposes, an organic entity. It needs to be nourished and nurtured. Going for an image makeover, redoing your website, remodelling your store, creating new marketing collaterals, airing new TV commercials, and so forth, is a great way to remind your earlier customers that you are around, doing well, and would be happy to have them back.

?????????????Make irresistible offers: Some offers are simply too good to resist – the trick lies in identifying which ones those are! Be that as it may, announcing great offers, especially on occasions and popular festivals, is a good way to bring back old customers. Besides, offering financing options, announcing a gift with a big-ticket purchase, hosting an event in your store, and so forth, are sure to tempt lost customers to pay a visit to you again.

One may never win back all one’s lost customers, but that does not mean one should not try. Even if a few of them start evincing an interest in you again, it will be time and resources well spent.