How to Keep In Touch with your Past Customers Effectively

February 5, 2016 - The Rhythm of Digital Marketing

The success of your business could depends much on the loyalty of your customers.

However, many businesses are focusing too much on acquiring new customers instead of transforming old customers into loyal customers. While getting new customers/clients is important, retaining customers plays an important role to the development of the business.

Old customers could buy your product next time, become your customers when you start a new service or starting selling a new product, help to keep down the overall cost of sales.

We know that it is so difficult to satisfy a new customer versus an old one so you should take the opportunity to show your respect to them. It will not only enhance your business reputation but will also help you generate more new customers thank to past customers’ recommendation.

According to a report, a 5% increase in customer retention can result in a 25 to 95% increase in company profits. And one of the best ways to do it is to keep in touch with your customers after the sale.

Here’re some ways you can do much better in retaining customers.

Create a database for retaining customers

You can not know how many customers you have and when they made a purchase if you did not record the sale. Before doing anything, create a spreadsheet or use a customer management software to fill all the information of your customer, including their name, email, phone number, date of birth, address and so on.

Create a database of anything that will help you stay in touch with them. Of course, record the product or service they bought from you.


If you have a chance to communicate with your past customers before about their life, family and interest, take note it to the database. The next time when you chat with them you can ask them about it. It’s a good way to make your customers feel they are taken care of and you still remember any good things about them.

Retaining customers by being personalized

Get personal with each customer

Even they complained about your product, you need to record it and ask them about the product condition. Neglecting the problem is not a good way to solve the problem.

Customers will be happy to use your product or service if they know that you always try to fix the problem and bring them the best service.

Have a blog

The blog is not only a marketing channel to attract visitors to your site, it is also a good way to communicate with the old customers who still care about your product or service.

Writing about your own expertise and product features is a great way to keep in touch with them. Blogging on a regular basis and then share articles on Facebook, Twitter, via e-newsletters or email to provide them useful information and remind them about your business.

Connect on social media

Connect with customers on social media

Connect with customers on social media

Social media website such as Facebook, Google Plus, and others are great for keeping in touch with old customers. Many people now are purchasing a product on Facebook through messaging the shop owner so Facebook inbox is a store for keeping information of your old customers.

Whenever they contact you again, you can know that which product or service they purchased from you. Moreover, with Facebook you do not need to remember too many information in your head, Facebook has a very good feature that will remind users the birthday of their friends so you can send a happy birthday greeting to them.

Facebook is also a place when people can communicate easily without noisy just by commenting on a status or a photo. A small act but significantly meaningful when you can show your concern to your customers.

Send them a gift

If you can record their personal information such as their date of birth, their address, you can send them some small gifts or a gift card on special occasions. Sending a birthday card for your past customer’s birthday can have a great impact.

You do not need to buy an expensive card or gift, you can do it yourself. Using your product as a gift is a good idea to remind them about it or send them the sample of your new product that helps them experience a new thing might bring you a sale in the future.

Give them a call

Message and email is powerful but a call is a more individual touch to your customers. Call them on their birthday or on other special events. Indicate enthusiasm for whatever they are stating.

Be sure to make a note of all the noteworthy occasions in their lives such as their wedding or work commemoration so you can call them.


Call is a more individual touch to your customers

Arrange a meeting

If possible, face-to-face communication is a great way to enhance a relationship, especially when your customer is a business. There are many things you can share with them when a meeting is set up.

Ensure your meeting is spot on, i.e be punctual, dress professional,… Finding information about your customers before meeting them shows your respect and make them feel personalized.

Make them feel important

You can hold a lot of competitions or discounts for new customers but sometimes forget to reward your past customers who already purchased from you. Some will feel very disappointed and unfair. They might expect a promotion for them.

You can create promotional campaigns on some special occasions for both new customers and old customers. Each type of customers has their distinct discount.

For example, discount up to 50% for new customers while only old customers can access to the best deal of the campaign that requires the user and password. Your customers will be pleased if they feel their loyalty is being rewarded.

While some people can decide to purchase a product or service based on its price, many others value the  relationship with their supplier which is built by time and efforts. Do not only sell product or service one time even your business is specific that takes only one-time purchase from customers, you still need to keep in touch with them for further investment.

Related Article: Customer Loyalty: How to Reward Customers and Make it Memorable

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