Customer loyalty is one of the most valuable things a business can achieve, yet it’s often the hardest thing to earn. Gaining loyalty and creating a connection with your customers is a process that takes time. One way to get ahead of the curve is to provide exactly what your customers desire the most.
Consider the following basics and start to build a plan around these fundamentals.
The goal for many rental businesses is to get customers through the door but, in the increased age of online shopping, you need to get creative. One way is to use video to create a virtual experience. Take customers on a tour of your rental store so they can see all that you offer. Make sure to include audio customer testimonials, sales staff members, owners, etc. to create a soft sales pitch to accompany your video.
A major pain point for many people is lack of time. People no longer have time to browse your store, so look for opportunities to save them time and be a one-stop shop for your customers. Bundling products by specific projects or events can help, but so can consultative selling. People may not even realize some of the things they need, so use your expertise to guide them in the right direction.
It’s easy for many consumer-packaged goods to offer samples as a way to get customers to try their products, but for rental businesses, this poses an interesting challenge. However, you could host an event in which people can look at, feel and even demonstrate your products. Creating a sense of comfort and familiarity for your rental customers will establish trust and reinforce their need to do business with you.
Your brand is about more than just your products — it’s encompasses everything that your business represents. When you develop and share helpful, engaging and trustworthy content, you establish credibility for your brand. Customers are becoming savvy to transparent attempts at marketing, so the brands with a strong and entertaining presence are starting to come out ahead.
Your customers should come first and if they aren’t happy — you won’t be either. Rather than spending time and focusing on pushing marketing messages out to them, find ways to excel at customer service. In today’s world, exceptional customer service is revered and as a consumer of goods and services yourself, use your expectations of other companies to set the bar for your business.
Once you establish customer loyalty, people will appreciate the value you deliver and will be more willing to pay for it. Inspire your customers through customized and creative solutions that will reap immediate rewards for them and ultimately for your business.