First things first: what makes a customer “sticky”? According to the Harvard Business Review, a sticky customer is one that is likely to follow through on an intended purchase, buy the product repeatedly, and recommend it to others. You may be thinking, “easier said than done,” right? While creating sticky customers may seem like a daunting task, we’re going to provide you with three simple ways to make your customers sticky.
Keep it simple
One simple way to make your customers sticky is to, well, keep it simple. A study by the Harvard Business Review surveyed more than 7,000 consumers and interviewed hundreds of marketing executives and other experts around the world. They examined the impact on stickiness of more than 40 variables, including price, customers’ perceptions of a brand, and how often consumers interacted with the brand. What they found was that the single biggest driver of stickiness, by far, was “decision simplicity”— the ease with which consumers can gather trustworthy information about a product and confidently and efficiently weigh their purchase options.
An example of keeping it simple is not overwhelming customers with extensive technical and feature information related to the product or service that you offer. The study confirmed this to be true by comparing two brands of digital cameras. Brand A marketed their camera by highlighting the technical attributes and Brand B showcased user reviews and ratings as their marketing strategy. The researchers found that customers considering both brands were likely to be dramatically more “sticky” toward Brand B.
Another way to keep your marketing strategies simple is by helping customers easily navigate through information about your services and offers. For example, the mobile app MACH1 allows you to quickly and easily create and send special offers to customers. With a few taps on your smartphone, you’ll be able to create the offer name, description, expiration date, and offer price. Activate and send to any and all of your customers! These special offers can even be attached to bills to entice add-on sales and generate referrals. Proactively sending special offers that look professional will add to the customer’s decision simplicity, thus increasing their stickiness.
Go the extra mile
In business, there’s such an emphasis on winning over new customers that we tend to neglect keeping our established customers. Since no two clients are the same, CBS Money Watch says that the success in keeping them sticky requires a commitment to focus on their needs while coming up with ideas to keep you ahead of the competition. One way to accomplish this is by always going the extra mile for your customers.
Sometimes going the extra mile is as simple as focusing on the little things, like a follow-up phone call after your work is complete or a thank you card. Going the extra mile can also mean making their experience working with you easy and enjoyable. For example, using the MACH1 app gives you access to the “Pay Now” feature. Customers enjoy this feature since they can pay you electronically with just a tap. They will also enjoy the convenience of immediately receiving an auto-receipt upon payment. Plus, it’s free for them and you!
Going the extra mile for your customers could be the reason they come back to you for a service or product over the competition. Make your customers sticky by going the extra mile and watch your sales increase while customers spread positive reviews through word of mouth.
Use the MACH1 app
Small business owners, solopreneurs, side-giggers, or independent service providers… whatever you call yourself, we created MACH1 just for you! MACH1 combines the powerful features you want with convenient and fun benefits your customers will love.
One way that you can make your customers sticky with the MACH1 app is by creating awesome-looking, professional bills that are branded with your logo or selfie. Your bills can include before and after photos, or even a video that your customers can post and share with others! Simple things like sending pictures and videos to your customers will thrill them with your services. Plus, you can easily send bills through the app via email or text message, which is convenient for both you and your customers. With simplicity, convenience, and fun, the MACH1 app will make your customers sticky in no time!
Download the MACH1 app now to see how these powerful features can make your customers sticky. After you try it, we’re confident that you’ll become a sticky customer, too!