Small Business Marketing Plan – Customer Loyalty

Top 5 Ways to Keep Your Customers Loyal

We know you love your customers – after all, they’re the heartbeat of your small business! And the best customers are the ones that not only keep coming back and choosing your business above your competitors, but spreading news of your business through great word of mouth and bringing in new customers. This is the dream for small business owners, but how do you cultivate a base of loyal customers? We’ve collected a few of our favorites:


  1. Offer ways for them to give feedback

An easy way to build trust with your customers is offering them ways to let you know their thoughts and feelings about your business. Setting out a stack of comment cards by your register is a quick way to collect customer feedback, or for a restaurant, add a comment card to your waiter wallets. Adding a widget for feedback to your website can give your customers an added way to leave comments even after leaving your store.

  1. Make sure your customers know you’re listening to their feedback

Now that you’ve collected customer feedback, find ways to incorporate it into your business. If a customer suggests an interesting event, consider working with them to make it happen. There are countless small touches you can add to make sure your customers feel heard, and build a strong relationship with them.

  1. Keep in touch with them

Just as in any relationship, staying in touch is critical. Make sure your business is staying in contact with your customers in simple, non-invasive ways. Social media is a great way to stay in touch with your customers, whether by interacting with them in the form of polls, or reposting their tagged photos of your business on Instagram. Simple touches like this can add a friendly dimension to your relationship, encouraging them to come back again and again. An email list is also a fantastic way to make sure your customers stay up to date on your business, and to reward them for being loyal customers! Use your comment cards or widgets to collect their email addresses (make sure to indicate that you’ll be sending them email), and then make sure to only email them once or twice a month, including a special offer in at least one of these, because…

  1. Offer gifts and perks for their loyalty

This is a great way to make your customers feel valued! Sending an offer for a free cookie, or $10 off their oil change just for being a loyal and involved customer can build a relationship with your customers that will pay off for years to come.

  1. Invite in customers who are most likely to be loyal

One of the easiest ways to cultivate a loyal customer base is by making sure to invite in the customers who are most likely to be loyal to your business. New movers are the demographic most likely to seek new businesses to try, and in fact, new movers are five times more likely to become new loyal customers as compared to a settled household! By inviting in these new families with a new mover targeted mailing program, you’re offering a great first impression not only of your community, but of your business.


How do you cultivate customer loyalty? Let us know on social!