Sometimes you want to go where everybody knows your name, and they’re always glad you came.
Yes, those are lyrics from the Cheers theme song, but it’s also an idea that can also be applied to your business.
When it comes to your customers, loyalty is one of the most desired traits. Customer loyalty doesn’t just mean that they’re regularly returning to your business. It means that they favor your brand over others and often will even go as far as to recommend your business to their friends and family.
When 70% of retail and restaurant customers never make a return visit, businesses may want to spend a little more on ensuring that customers are coming back.
Why Customer Retention Is Better Than Customer Acquisition
Did you know that a repeat customer spends 67% more than a new one? That means that your loyal customers are spending a whole lot more each time they visit your business than someone deciding to try you out for the first time.
In fact, 55% to 70% of all sales comes from 15% of a business’s most loyal customers. Not only are your loyal customers making up the majority of your revenue, but it’s much less expensive to retain a customer than marketing to new ones. Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing customer. But, what’s even less expensive, is consistently turning those first-time guests into loyal customers.
Industry experts suggest, if someone goes to a restaurant for the first time and has a flawless experience, the statistical likelihood of them doing a second visit is about 40%. They come back a second time and have a flawless experience, the statistical likelihood of a third visit is still about 42%. The third time they come, the statistical likelihood of a fourth visit is over 70%. This means you have to market to three visits, not one. There is an importance behind identifying a first-time customer and connecting with them. By doing so, you can work to get them back a second and third time. Once they’ve made their third visit, they’re a loyal customer and will continue to return.
Driving Repeat Visits Through Marketing
Can you tell which customers are visiting your business for the first time? It’s important to know who is having their first experience with your business to make sure it’s a good one. The better their experience, the more likely they are to return for a second visit.
How does your business connect with customers? Do you collect business cards in a fishbowl? Do you have a social media following? Do you send out coupons in the mail?. A monthly email is a great start to driving loyalty and most consumers want to receive promotional emails from their favorite businesses.
It’s also an excellent way to keep occasional customers engaged. Those customers who have visited once or twice need a little motivation to keep coming back. Offers are a great way to keep your business top of mind and encourage them to return.
How Yelp WiFi Can Help
Yelp WiFi is a tool that allows you to do all three. You can identify new customers, connect with existing customers, and improve your customer retention and loyalty using your in-store WiFi. You’ll be able to learn more about your customers and reward their loyalty with personalized promotions. Upgrading your punchcard program to a dynamic online system that keeps track of customers visits, allows for targeted messaging, and deeper customer engagement, Yelp WiFi is the perfect tool for loyalty programs.
Your business only gets one chance at making a good first impression. Any customer signing into the WiFi of a Yelp WiFi venue will be greeted with a customized login page, prompting them to sign-in via their email, phone number or social profile. Once the customer has signed in, they will be redirected to a page of the business’s choice, and can be sent a welcome message, it’s the equivalent of a digital greeter.
Your Business’s Digital Marketer
One of the best ways to keep your customers coming back is to make them feel special. To do that, you can do something as simple as remembering their name and greeting them personally each time they visit.
As soon as a customer’s device connects to your Yelp WiFi network, you can automatically send a welcome back message to their device on their second visit. What better way to let your customers know that their business is appreciated, than with a personalized message?
Wouldn’t it be great if you knew when a customer has visited your store 9 times and then reward them on their 10th visit with a special offer? Well with Yelp WiFi, you can!
Promoting a loyalty program leads to repeat visits by 72% of patrons and developing these loyal customers is made easy with Yelp WiFi’s campaign messages.
Keep Customers Coming Back
With so many options available to the average consumer, it’s hard for businesses to stay top of mind. Let Yelp WiFi help you do just that.
Provide a flawless experience for all customers, starting with the WiFi sign-in process. Identify those first-time customers the moment they sign into the WiFi and incentivize a return visit. Loyalty programs are key for keeping customers coming back. Yelp WiFi’s automated and personalized campaign messages make it easy to create a loyalty program for your business.
Turn your business into a modern day Cheers with Yelp WiFi and make sure that your customers know that you’re always glad they came.
Click below to learn more about Yelp WiFi and get a free demo for your business.
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The information above is provided for educational and informational purposes only. It is not intended to be a substitute for professional advice and may not be suitable for your circumstances. Unless stated otherwise, references to third-party links, services, or products do not constitute endorsement by Yelp.