The Top 4 Practices to Create the Ideal Loyal Customer

You know how important customer loyalty is to your bottom line. On average, returning customers spend 67% more on purchases compared to first-time customers. But before you can reap the benefits of all those loyal customers, you’ve got to create them.

Here are four smart practices that you can use, no matter what type of brick-and-mortar store you operate, to start turning first-time guests into ideal loyal customers.

Get Personal

Positive, personalized experiences are vital to creating customer loyalty. A survey of 9,000 American consumers, which asked how businesses can improve, found the number one answer to be, “better human service.” Turns out people like being treated like … real people.

It all starts with a friendly greeting from your staff as soon as a customer walks through the door. Cultivate and encourage an environment where your workforce promotes positivity and expresses a genuine joy to your patrons. Converse with guests and make sure their needs are met. Look to resolve matters with displeased customers with empathy rather than avoidance or blame. Thank guests for their patronage and encourage them to revisit your establishment.

Keep that personal experience going in your digital communications. Have a customer list that you’re planning on marketing back to? Keep your messaging light and personal in your marketing campaigns. Look to utilize marketing platforms that will help you to greet your recipients on a first-name basis. Make each guest feel like an individual and you’re on your way to creating more loyal customers.

Increase Incentive Offers

A recent survey regarding world-wide consumers and their loyalty to a business found that 61% of respondents believe that coupons are the key to driving customer loyalty. If you aren’t offering incentives to a variety of customer types, you’re killing your customer loyalty growth.

Don’t just offer coupons and deals to those who already in your loyalty program, start creating special offers and incentives for those outside of it. Offer specific coupons for first-time guests. Show them you appreciate them visiting your establishment. After that, encourage customers to join your loyalty program so the incentives keep coming to them.

As for those inactive guests who haven’t been back for some time, create a ‘We miss you’ marketing campaign that reaches out with an enticing coupon/offer. Give them that nudge that encourages them to plug in back into your business. The specifics of your incentives are up to you; remember though, if your deals don’t offer any true value, then your customers won’t bother to use them.

Get on Social Media

Placing your business on some type of social media outlet is not just for general business growth. With the average person having at least five social media accounts, you need to be engaging directly with your guests on social media to encourage customer loyalty.

When making posts on social media, supply content that encourages your guests to get involved (likes, retweets, shares, etc.). Outlets such as Instagram is great for patrons to upload photos and share their experience at your establishment.

Read more: Why You Need Social Media to Grow Your Business

Social media is also increasingly the preferred venue for customer service and information. Provide your address, store hours and website on a Facebook page in case a patron is having difficulty looking it up on their own. Utilize outlets such as Facebook and Twitter as a way for customers to directly message you in case they have any comments, questions or concerns. Resolving a customer issue live on social media is actually valuable social proof of your company’s commitment to customer experience.

Encourage Feedback

Whether it’s praise or criticism, feedback of your business should always be encouraged. Regardless of the platform they choose for sharing their experiences, you need to be listening and responding.

Being willing to accept criticism and make amends to correct a situation may be the extra step needed to turn a disgruntled guest into a bonafide loyal customer. Mistakes will happen in life. It’s how you handle it that will determine if the situation turns out to be a positive or negative for your business.

For customers providing positive feedback, make sure to respond to them as quickly as you would to a dissatisfied customer. Thank them for their feedback and even reciprocate with an incentive whenever possible. If a customer took the time to talk about your business, take the time to show you care.

Are you ready to start implementing these practices to create the ideal loyal customer? GoZone WiFi is here to help. GoZone’s Smart WiFi platform turns your basic guest WiFi into a powerful marketing utility. Greet guests with a well-branded WiFi login page, create personalized email campaigns, and encourage customer feedback all from your simple WiFi service. Schedule a demo today to learn more.

 

 

 

 

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Smart WiFi Suite Enterprise Feature Matrix

  • Enterprise-grade cloud infrastructure
    Scaleable platforms on the Amazon AWS cloud provides carrier-grade uptime.
  • Multi-Location Data Views
    An aggregated view of your data giving you visibility to all of your locations or drill-down to specific locations.
  • User Access Control
    Allows your administrator to control and limit access, features and data visibility among users.
  • Advanced Captive Portal Engine
    A complete toolset to design and build dynamic captive portals, guest flows and custom privacy controls. Includes our Touchless Menu features.
  • Guest Forms, Vouchers and Payments
    Collect guest data, surveys, on-line or offline payments and offer different access levels.
  • Customized login methods
    Choose how guests are able to access your network including social login, emails and SMS login, advertisements or a combination.
  • Data Export
    Full guest profile export to CSV allowing you to use collected data in third party systems.
  • Detailed Location Data Analytics
    Analyse detailed information about your locations like busy days, busy times and location comparisons.
  • Demographics and Device Information
    Make informed decisions based on detailed demographics and perform location comparisons.
  • Data Sync to other systems/API
    Save time populating other systems as guest profile data can be sent to external systems on timed intervals.
  • Triggered Campaigns
    Engage with your guests without the manual work by creating personalized email, SMS or Twitter campaigns.
  • Coupons and Loyalty
    Increase spend and promote repeat visits by creating incentives for guests or their friends to come back.
  • Import external data
    Bring in contact data from other systems to consolidate your marketing efforts into a single comprehensive platform.
  • Contact segmenting and lists
    Build contact groups to send personalized messages to your guests based on automatic segmentation and your own critera.
  • Scheduled Campaigns
    Communicate with your contacts to drive awareness through email, SMS or Twitter.
  • Traffic Counts and Statistics
    Monitor your venue and events with real-time and recorded traffic counts and patterning.
  • Heatmapping and Traffic Flows
    Visualize crowd density and how people flow in, out and through your venue to see where people congegrate.
  • Alerting and Reporting
    Create automated alerts to help control crowds or to monitor abnormal trends.
  • Intelligent Landing Page Builder
    Simple to create pages that support multiple campaign types and can easily be modified and re-purposed for other venues or events.
  • Campaign Management Tools
    Offer your advertisers options to suit their advertising needs such as A/B testing, ad weights, flexible scheduling and more.
  • Reporting and Attribution
    Analyse detailed information about the campaigns and creatives to get the best campaign targeting.

  • Access


  • Insights


  • Automation


  • Contacts


  • Presence


  • Advertising

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Custom Splash Page Builder

A custom splash page helps give a captive portal the branded look it needs to stand out from the crowd and give guests the peace of mind they’re accessing the network associated with the venue they’re visiting.

WiFi Payments and Vouchers

Offer premium guest WiFi access and promote WiFi upgrades with comprehensive payment and voucher modules. Payments can be used to offer guests varying speeds of WiFi access, while vouchers are great for venues that want to utilize a captive portal that also requires a voucher code for WiFi access.
WiFi payments and vouchers

Guest Plans

Venues can now offer multiple levels of guest WiFi access with our Guest Plan feature. Guest Plans are defined by specific upload and download speeds and session time limits. Brick-and-mortar businesses can offer guest WiFi access and promote WiFi upgrades with our new payment and voucher modules.

Versatile Form Builder

Create and display custom guest surveys on any splash page of your guest flow. Collect feedback and gather additional data points to create smarter marketing.

Enhanced Guest Flow

Guest flow gives venues complete control over the guest WiFi experience. Guest flows help keep a visually pleasing captive portal experience by preventing clutter of multiple marketing assets. Keep it simple, or turn your WiFi into a digital billboard.
WiFi splash page with survey social login

Integrated Ad Spaces

Ad Space Integrations is a powerful feature for venues who want to promote products, deals and specials, online shopping, loyalty programs and other signups, or third-party advertisers all on a pre-authenticated Splash Page.

Increase impressions and clicks for advertising opportunities by showcasing AdSpaces before requiring a guest to connect to WiFi.

Have an app that needs more downloads? The URL redirect function will navigate guests to the app store specific to their device as soon as they click on the advertisement/call-to-action button.

No more will guests have to wait to connect to WiFi to reach interactive ads. Ad Space Integrations takes Ads4WiFi smart advertising tools and places it our smart marketing environment powered by Marketing4WiFi.

Hotspot Scheduler

Determine the specific days and times that WiFi is available to guests. Hotspot Scheduler offers smarter WiFi control by allowing venues to run their guest WiFi during business hours.