How important are repeat customers?
61% of small to medium size businesses say that more than half of their revenue comes from repeat customers, according to a BIA/Kelsey and Manta joint report. Repeat customers also spend 67% more than a new customer according to the same report.
We all want our customers to be happy and keep coming back. So what can we do to improve our customer retention rates?
A how-to-guide for your restaurant
We found two good articles that talk about this very issue. The first is over at the Modern Restaurant Management website. In her article, Leanne’s point of being “Instagram-worthy” is no surprise. In fact, Instagram could potentially overtake Facebook usage in the United States by 2020. Not only that, but the platform was created for sharing your experiences on mobile devices through photos. Why not take advantage of that by having things that make people say “I’ve got to take a picture of this!” Be unique and stand out.
The second article we’re highlighting is over at Buzztime business. Their points about offering buy-one-get-one promotions instead of general discounts make a lot sense. While a general discount may bring in a customer when they get a coupon, a buy-one-get-one promotion has the potential to get you a second repeat customer!
Remember the basics
Both articles mention three similar tips: have great/consistent food, have great service, and utilize social media. Just because they may seem obvious, we shouldn’t overlook them and their importance to the overall customer experience.
While good food and good service have always been pillars of good restaurant management, social media is new to the game. There are lots of great ways to put social media to work for you. Besides obvious marketing campaigns and promotional posts, you can use your business social media pages or email campaigns to bring a “behind the scenes” experience to your customers. Customers value transparency and some may be interested to see the food truck deliveries, chefs at work (and working on clean countertops!), or morning meetings with the staff laughing or having a good time. Simple things like this bring an authentic and caring atmosphere to your business.
In the end, it is all about the customer. Regularly provide a great experience for them, and you will earn their repeat business for the long term.