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Following on from last week’s post, here are Steps 6 through 10.1 to building customer loyalty.

All of this can be done with the most rudimentary contact system or even just a diary and a shoe box! (Seriously!)

Steps 1 - 5 were:

1. Develop a 12 month Customer Contact Plan
2. Identify customer ‘types’ and market accordingly
3. Complete standard items in ‘chunks’ to save time and increase visibility
4. Invest in technology to automate newsletters/messages
5. Create ‘contact points’ throughout the year

Okay, on with the show …
6. Set reminders for key actions so nothing falls through the cracks

• Set up reminder times for cards, anniversaries etc. This will remove the requirement to remember.

7. Set up templates for standard activities

• On reviewing your plan, you will see a lot of dates and activities. Identify those that require an invite and set this up now, so there is no pressure to do it when the time comes.

8. Create a simple yet effective loyalty program

• Loyalty programs don’t have to be complex. A simple, graded points system is all it takes. (Check with your Accountant as to allowances if necessary.)

9. Create standard surveys (automated) that seek client feedback

• Surveys (on- and off-line) are tremendous methods for gaining feedback and testimonials.
• There are many web-tools that can automate these for you, or you can create your own and do it manually.
• Either way – do it!

10. Request ‘testimonials’ at key points of interaction.

• Testimonies are powerful tools for your business. They convince others far quicker than we can when we promote our own product.

11. Engage a third party for accountability

• Take the time to have a third party review your plan with you every 6 – 12 weeks. The benefit is significant.

And the final piece of good news is you really can do this without software if you don’t want to.

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