Hey, it's the Six Figure Mastermind. Welcome
back, Marianne DeNovellis here. We're going to
talk today about how to actually measure
customer loyalty. It's totally something
you can measure believe it or not so
stay tuned and check it out.
So we're talking about customer loyalty,
how do we get customers and more
importantly, how do we retain the
customers? That's what loyalty means,
how do we keep the customers that we
have so that we can grow even bigger?
Because the more happy customers you
have naturally the more that are going to
come to you. Now this is going to be really
really spreadsheet and systems-oriented
so I want you to pay close attention as
we go through the details of this and
really think about how you want to
create your system to save you time,
energy and money. The first thing you're
going to want to consider is getting a CRM.
Now what is a CRM? A CRM is a customer
relations management program and there's
many out there on the market, there's
lots of them available. I use a specific
one for my system, you can use the one I
use which is Infusionsoft where you can
pick one of the many others or you can
just simply use an Excel spreadsheet or
a Google spreadsheet, okay. I love google
spreadsheets because I can access them
on my phone, I can access them on my
computer, I can access and wherever I
have an internet connection I can go in
and check which makes my travel really
easy for me to do my business on because
all I need is an internet connection.
That's one of the secrets to living an
amazing lifestyle is take your business
and make it mobile, make it automated and
accessible. So a customer relationship
management program. What does it do? What
is it? How do we use it? There's going to be
another video that you're going to want to
watch and check in and make sure that
you know all the ins and outs of that.
Basically all you need to know is this,
every time you talk to a customer, write
it down. Every time a customer contacts
you, write it down, keep track of what
they said, keep track of what was offered,
keep track of what you said and keep
track of when that happened so that way
your customer is really in the know and
moreover you're really in the know of
the last time you chatted and what you
talked about and where you're at. There's
a few things more embarrassing than
getting on the phone with a customer and
saying, "Hey hey, welcome to our business."
and "Hey, great to talk to you." and the
customer says, "We chatted 4 times
yesterday and I can't believe you don't
remember me." Avoid all of that. Do
yourself a favor,
create or purchase a customer
relationship management program. Another
thing to track as far as loyalty goes is
you're going to want to keep track of how
often your customers make purchases and
what it is that they bought. Again, you
can use a customer relationship
management program software to do this
or you can use your own on a Google Doc
or a spreadsheet. Keep track of who
bought what and who bought what when and
especially if they bought it using a
promotion. Any advertising efforts that
you do, you're going to want to correlate
and track the sales that go with that
particular advertisement so remember
what your customers bought in fact, refer
to it, you can send them emails and say,
"Hey, I noticed that a week ago you bought
the doodad 5000 banana slicer product.
How is that working for you? How are your
bananas being a slice? Do you love making
sundaes with your bananas? What do you
love about it? Hey, do you have any
feedback for us? Do you have any ideas on
how we can improve or change it. By the
way, if you want something super
entertaining, go read the banana slicer
reviews on Amazon, you'll be there for
hours, you're welcome."
Get really really cool with your
customers, be in contact with them and
just keep track of what their purchases
are and how frequently they're making
purchases especially if your product is
a consumable, meaning that they could run
out of it. If you sell any products that
are nutritive or any food items or any
lotions or any shampoos or home and body
care products or homecare products,
anything that they can run out of, you're
going to want to keep track of that
because when they run out of their
supplies, you want to make a pre-emptive
acknowledgement of that and say, "Hey, it
looks like it's time to reorder for you."
I had a friend who was a very very
successful partner with a very well
known makeup business you could probably
guess what it was but one of the
favorite things that she loved to do
with her clients is when she would track
her client orders, she would actually
send the client an email about a week
before the client was due to renew their
product and say, "Hey, it looks like you're
going to be running out of XYZ products
soon, it looks like you're going to be
running out of foundation soon or it
looks like your lipstick could be
out right now because you're
loving it and you're using and I've seen
you bought it two times
before, it's time to make another order."
The feedback that she got from her
clients were, whoa, I am so grateful that
you reached out to me, actually I did need
to put in an order and I'm glad you
called because I was going to order some
extra for a gift. How do I do that? So
being in constant contact with that
back scene, behind the curtains tracking
system is going to really increase your
loyalty by doing a lot of the work on
the back end. Another way to generate loyalty
is to create a referral system. Now if
you're in an MLM, this is really built-in
already but if you're not, how do you
create a referral system that boosts
your loyalty and generates more
customers? Because the more loyal, the
more customers they're going to bring in
with them.
The refer-a-friend program does two
things. One, it increases the value
exchange so if I have a refer-a-friend
program, that means that whenever
somebody comes to me by way of somebody
else that I'm going to give a gift or a
bonus or some kind of added value to the
person who referred person B.
I've got person a who is my existing
client, I've got a person B who in my
brand new client but I only met person B
with person a in the middle,
it's a referral. I'm going to take care of
my customers by saying thank you for the
referral, here is a gift card for your
next purchase or thank you for the
referral,
here's a 10% off your last purchase or
thank you for the referral, here's a
bonus gift from a brand new line that's
not even released yet that I'm going to
give to you because you referred
and I and I appreciate you generating
more business, I appreciate the business
that you brought to me. Do good by your
clients and they'll bring more of your
clients and those plans that come, I
really love to do this and if you
investigate top companies, they'll do
this all the time.
Many credit card companies do this, many
banks will do this, many companies that
deal with products will do this, they
will give you referral bonuses. If you've
ever downloaded a really cool app that
you love,
they will oftentimes say hey, ten bucks
for you, ten bucks for them or whatever
the value they're offering, they're
saying if you refer the app that
you're using, our app, if you refer that
to a friend, we're going to give you ten
bucks and we're going to give them ten
bucks. If you give away value right off
the bat, your customers are going to want
to use that value. I'll give you an
example. In a photography business, you've
got a client and they do photos with you
and they want to order some photos. With
my clients that I did in photography, I
gave them a hundred dollar print credit
to use on their images but I want those
images off the hard drive and I want
them on the wall, those images are too
beautiful to be stuck on a computer so
I'm going to give them a hundred dollar
credit to use that to get your images
off the harder
and onto the wall. Now that does several
things, it adds value to the client,
it gives them $100 bonus, it also
gives me advertising because
their pictures are up on the wall and
anytime anyone asks about those images,
they're going to say my name, they're also
going to say my name if they post those
images on social media so that is a
referral and if that person generates a
new customer for me, I'm gonna say, oh my
gosh, hey, thanks for bringing me a new
customer. Person B, I'm going to give you
a $25 credit on top of your $100 gift
credit just because you were a referral,
we want you to be happy with your
experience but I'm also going to give the
person refer to you an extra $25 credit
on their account. That credit needs to be
used which means they get to use it in a
purchase with you, increasing their
loyalty, increase in their time
experience with you and increasing their
number of transactions with you. So the
more value you can add to a client's
experience, the more loyal they're going
to be to you. Think about Apple. Apple is
one of the biggest companies for tech in
the world and they have really nailed
the brand loyalty because of the
experience that Apple users have. Apple
users also have an experience that is
exclusive to Apple, some Apple products,
they can't talk to the same the same way
to other products that they can to an
Apple. For example, if you have an Apple
phone and you're on Wi-Fi and
your cellular data is off, you can still
communicate with other Apple users without
Wi-Fi. It won't work if you have other
phones because Apple doesn't do that,
they just can manipulate the systems
that they're in charge of so creating
brand loyalty and creating customer
loyalty is all about having the positive
experience with you and with your brand.
You want your customers to keep coming
back in order to have something grow, you
need to be able to measurement, now you
know how. Drop a comment below with the
subscribe button. I'll see you tomorrow.
