Forgotten Customers and why it’s so important to stay in touch.
If you’ve forgotten them, they’ve forgotten you.
Forgotten customers refer to individuals or clients who have had prior interactions with your business, but you have not, as a business, maintained regular contact or engagement. Whether that interaction was a one-off sale, they interacted with you for a period of time or ongoing interaction.
It’s important for businesses to stay in touch with these customers.
Here are the 7 reasons why you must not forget your customers:
- Customer retention
Staying in touch with forgotten customers is vital for customer retention. By reaching out and maintaining a connection, you remind them of your business and the positive experiences they had with you in the past. How many times have you, for example, brought a product or service and later wanted to buy that product or service again but couldn’t remember where you brought it from?
If you want to strengthen the customer-business relationship, keep in touch. This increases the likelihood that they will not only find you again, but continue to choose your products or services over competitors.
- 2. Repeat business
Customers are a valuable source of repeat business. When you keep in touch, you can provide them with updates about your new products, services, or promotions. This keeps your business top of mind, making it more likely that they will engage with you again when they have a need or desire for what you offer.
- 3. Referrals and recommendations
Satisfied customers can become advocates for your business and refer others to you. By staying in touch, you maintain a positive relationship, and when the opportunity arises, they may recommend your products or services to their friends, family, or colleagues. Word-of-mouth referrals can be incredibly powerful for generating new business and expanding your customer base.
- 4. Customer feedback
Regular communication with forgotten customers provides an opportunity to gather feedback and insights. You can ask for their opinions, suggestions, or experiences, which can help you improve your offerings, address any concerns or issues, and enhance the overall customer experience. This feedback can be invaluable for making informed business decisions and staying competitive in the market.
- 5. Upselling and cross-selling
Forgotten customers who have had positive experiences with your business may be open to additional products or services you offer. By staying in touch, you can inform them about relevant upsell or cross-sell opportunities. This can lead to increased sales and revenue, as well as deeper customer engagement.
- 6. Customer loyalty
Consistent communication and engagement show that you value your customers and their ongoing relationship with your business. This helps foster customer loyalty and strengthens the emotional connection they have with your brand. Loyal customers are more likely to continue choosing your business, resist competitor offerings, and even defend your reputation should you encounter challenging times.
- 7. Competitive advantage
Many businesses focus on acquiring new customers, often neglecting existing ones. By proactively staying in touch with forgotten customers, you gain a competitive advantage. Your efforts differentiate you from competitors and showcase your commitment to building long-term relationships, leading to customer satisfaction and loyalty.
So we agree happy customers are important
Hopefully, this blog has reminded you to never forget your customers and how important customers are to the continued success of your business. Remember staying in touch with forgotten customers is crucial for customer retention, repeat business, referrals, gathering feedback, upselling opportunities, building loyalty, and maintaining a competitive edge.
Always nurture these relationships, leverage the potential of existing customers and maximise your overall success. If you need help keeping your customers or clients happy think about hiring a Virtual Assistant to help you Read more here
