When things get tight, your existing customers can be your biggest asset. They already know you, trust you, and are more likely to come back or recommend you to others. In fact, it’s often cheaper and easier to keep a customer than to find a new one.
So how do you keep them coming back? Here are four simple strategies that don’t cost the earth but can make a big difference to your bottom line.
1. It’s Cheaper to Keep a Customer Than Find a New One
Marketing to new customers takes time and money. Think ads, promotions, networking, and more. But your existing customers already know what you offer. If they’ve had a good experience, they’re more likely to return and refer others.
What you can do:
Stay in touch with past customers via email or social media.
Offer small incentives for repeat business (e.g. a discount or freebie).
Make it easy for them to book or buy from you again.
Insight:
According to Better for Business NZ, businesses that focus on relationships and customer experience tend to be more resilient and profitable over time.
2. Ask for Feedback and Act on It
Feedback helps you improve your service and shows customers you care about their experience. It also helps you spot issues before they become problems.
What you can do:
Send a short follow-up message after a job or sale asking how it went.
Use Google Reviews or Facebook to collect public feedback.
Thank customers for their input and let them know what you’ve changed.
Tip:
Keep it simple. A one-question survey or quick rating system works well. This is a quick area that can be easily automated so it may not even take you any extra time to get these valuable insights from your customers.
3. Improve the Customer Experience
A smooth, friendly experience makes people more likely to return and recommend you to others.
What you can do:
Be clear and upfront about pricing, timelines, and expectations.
Make communication easy - respond quickly and professionally.
Use tools like online booking, automated reminders, or digital invoices to make things easier.
Example:
If you’re a service-based business, consider using tools like Calendly or Square to simplify scheduling and payments.
4. Loyalty Ideas That Don’t Cost the Earth
Why it matters:
Loyalty programs don’t have to be complicated or expensive. Even small gestures can make customers feel appreciated.
What you can do:
Offer a “buy 5, get 1 free” deal or a discount after a certain number of purchases.
Give a small thank-you gift or handwritten note to repeat customers.
Create a simple referral program—reward customers who send others your way. Varntige may be known for sending chocolatey goodness – because who doesn’t love chocolate.
Bonus Tip:
Track loyalty manually or with a basic spreadsheet - no need for fancy software unless you want it.
Final Thought
Happy customers are the heart of a healthy business. By staying connected, listening to feedback, and showing appreciation, you’ll build a loyal base that supports your business through thick and thin. Want a hand to work out your next steps – book a free 30 minute meeting with us now.
Coming Up Next…
In the next post, we’ll explore how to boost your online presence—so new customers can find you and existing ones can stay engaged.
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If you are just joining us now you can find the previous posts in the series here:
