As the owner of a health and wellness center, your priority is to attract customers and provide them with the best experience possible.
This will keep customers coming back - which means returning customers and recurring revenue for your business.
In this period, what are you doing to make sure that your customers have a reason to come back? Are they being taken care of? Are you engaging with them meaningfully? Are you maintaining a relationship with your loyal customers?
Or did you just neglect them since business has not been so good?
Engaging with customers and maintaining a relationship with them is the first step to customer loyalty and retention.
Want to make sure that people never stop visiting your wellness centre?
Let’s look at some customer retention tips here:
1. Provide excellent customer service
This is a mistake that many businesses still do.
Despite it being a service-based business, there are still many wellness centers that neglect customer service. They have untrained staff members who deliver sub-par customer service and leave customers feeling frustrated.
Remember this: Every single action reflects your establishment and what it stands for. Make sure it’s a good one.
Your customer’s journey starts from the very moment that they come to know about your outlet.
This means that it starts right from your website, Facebook page, down to your front-of-house and staff members.
Make sure that your Facebook page is responsive to potential customers who are enquiring about your services. Your website should also have all the details and answers to FAQs.
The person at the reception desk should be a barrel of smiles and be ready to answer any question that is directed at them.
These are little things that go a long way!
2. Use personalisation whenever possible
To retain customers, you must first understand the importance of personalisation. Greet customers by their names and remember what your customers like or don’t like.
It doesn’t stop there. You can also make personalised product recommendations for your customers.
For example, if a customer came in for a particular treatment, follow up with them to see how they are doing post-treatment. Suggest other care and treatment plans that complements what they have already done.
Personalisation also matters in promotional emails and text messages.
Make sure to also include the customer's first name and provide relevant tips or recommendations through your emails and SMS campaigns.
Personalised, targeted marketing always has a higher chance converting new customers into loyal customers.
80% of consumers are more likely to make a purchase from a brand that provides personalized experiences.
3. Go the extra mile for customers
Going the extra mile for customers never goes wrong. No customer will complain about the fact that you did something nice for them.
Customers today don’t come to you simply because they saw an advertisement. They come because they heard a good story about your hair salon.
Provide a free consultation for first-time customers who need advice. Make it easy for them to reach you instead of having to go through a hotline where they have to be put on hold.
Remind customers of their appointment and allow them to reschedule easily. The possibilities are endless.
The key to customer retention is to secure a place in their hearts.
When customers feel an emotional bond with your establishment, they will keep coming back and they will tell all their friends and families to do the same.
80% of emotionally engaged consumers will promote brands they are loyal to among family and friends vs. 50% of those with low emotional engagement.
4. Create a customised loyalty program to reward customers
Customers today expect to be rewarded as a loyal customer. They could choose to go anywhere - but they specifically chose your place.
They tell their friends and families about your restaurant. They celebrate their birthdays and anniversaries there. They post about you on Instagram.
In return, they want to be rewarded for their loyalty.
With a customer loyalty program in place, you can send out rewards systematically using data. It’s also the best way to engage with your customers instantly.
Get them to sign up, issue them welcome points - and voila - you have their attention and their contact information.
You can also create a tiered membership to reward customers based on their number of visits or amount they spent.
In addition to rewarding their loyalty, you can also use the loyalty program to send out reminders for customers to come back and dine with you.
You can also update them about changes in your menu, workshops, events, new dinner promotions, reservations, selling gift cards and so on. Automate your birthday rewards and monthly campaigns.
A highly engaged customer is definitely way more profitable to you than those with low engagement.
Over 70% of consumers are more likely to recommend a brand if it has a good loyalty program.
With these tips, you should be able to efficiently engage with your new customers and turn them into repeat customers.