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.
Loyal customers tend to stay longer, spend more, and recommend you to their friends and family. This is a segment of your customers that you want to nurture and pay attention to.
Engaging with customers and maintaining a relationship with them is the first step to customer loyalty and retention. This is not difficult to do at all.
Let’s look at some customer retention tips here:
1. Provide excellent customer service
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.
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
With competitors looming left, right, and center, personalisation is what sets you apart.
Did you know? 80% of consumers are more likely to buy from a company that provides a tailored experience.
Personalisation has a few layers to it. It starts with greeting customers by their names and remembering what your customers like or don’t like.
It doesn’t stop there. You can also make personalised product recommendations for your customers. Based on their shopping history, you can make recommendations for their future purchases.
For example, if a customer came in for an acne 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.
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 about you. They come because they heard a good story about you. They heard about how you did something great for another customer.
So, what are some of the things you can do to go the extra mile?
For example, you can provide a free consultation for first-time customers. Suggest tips and tricks that they can't get elsewhere.
Remind customers of their appointment and allow them to reschedule easily. The possibilities are endless.
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.
The key to customer retention is to secure a place in their hearts.