In today’s competitive marketplace, building a loyal customer base can be a challenge. This is especially true in the digital age, when ride sharing apps such as Lyft and Uber offer customers a convenient alternative to limousine service. But that doesn’t mean that cultivating and retaining a loyal group of customers is impossible. There are a number of simple ways to keep people coming back to your company time and time again.
Below is quick guide of seven ways to build customer loyalty for your limo or livery service:
Keep standards high
This should be an obvious tip, but a surprising number of companies, especially when operations expand, tend to let standards slide. The best way to ensure ongoing brand loyalty is to provide impeccable service every time, without exception.
Overcompensate for any mistakes
Mistakes happen. Your driver may be late for a pickup through no fault of his own, or the limousine may experience mechanical problems with a passenger on board, or you could accidentally overcharge a customer. The list of potential infractions are endless. And while some mistakes are unavoidable, you can deal with the issues in a way that will impress your customers and likely keep them coming back. The answer is to overcompensate, Inc stated. Whatever the problem is – big or small – go above and beyond to remedy the issue. For example, even if you are 10 minutes late for a pickup, offer the passenger a reduced rate or even a free ride. He or she will remember the gesture and will likely return.
Keep in touch with customers
It’s the age of social media and it’s time to get on board, if you haven’t already. Social platforms, such as Twitter and Facebook, are a great way to engage with existing customers and attract new ones. The sites can be used to promote your services and offer deals. Forbes also suggested that an email campaign for your current customer base is a great way to keep people engaged with any company news or promotions that you are offering. Of course, ask the customer’s permission first. Few people enjoy unsolicited promotional emails.
“It’s the age of social media and it’s time to get on board.”
Entrepreneur suggested that an effective way to keep customers coming back is to offer rewards or discounts to loyal customers who refer new patrons. The strategy is not only great for impressing current clientele, but it will also help you to build up your overall brand following.
Offer a smartphone app
If your company hasn’t developed an app for smartphones already, then it’s time to do so. In 2016 people value convenience above all else. By developing an easy smartphone app that your customers can use to make bookings, you’ll increase the number of individuals who stay loyal to your brand. For all your smartphone app needs, as well as dispatch software requirements, consider Limo Anywhere. Our passenger mobile apps are second to none in quality, offering users an easy way to book rides, pay fares and track drivers.
Ask for feedback
According to Forbes, it’s wise to ask customers about their experiences with your service. Not only does it demonstrate that you care, but it can also give you pointers for improvement. If a passenger is dissatisfied, make the necessary changes and then demonstrate to the patron that you have heeded his or her advice.
Keep it friendly
Build a rapport with frequent customers. Make an effort to remember their names and small details about their lives. Also put them on your birthday and holiday card list. They’ll appreciate the gesture.