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Customer Loyalty

How Well Do You Know Your Customers?

February 17, 2019 ยท Phoebe N

I am not always lucky to leave the office early, most of the time I leave late in the night when all the shops have closed so whenever I leave early, I buy anything good that comes my way. About 2 days ago on my way home, I spotted a cart full of pineapples and I decided to stop by. There were two young men calling out customers to buy pineapples: matunda; kumi kumi. 


I asked about the price of a full pineapple and asked them to prepare one for me. As I was waiting for them to peel (because my knives are blunt) they tried to interact with me. They told me their names, their home area and when they started their business, where they go to church blah, blah blah. They were full of life and very happy. I was happy and was enjoying their company despite the scorching sun.

The two young men must have read my mind because they offered me one piece to ‘taste’ as I wait for my pineapple. When I finished that piece, they were generous enough to offer a second piece. This kind gesture is what made to end up going home with three pineapples.
I went home happy.

On my way home today, I found the two men at the same spot again. Guess what!! They remembered me and asked if I enjoyed the fruits. This really delighted me. As I waited, they gave me another free piece to taste as I waited for my fruits to be prepared. The best part came when I received my change after paying and looked shocked then one man responded: umekuwa customer sasa hio ndio bei ya customer.

Will I buy pineapples from the duo even when I do not want pineapples? YES

Why?

  1. I was warmly welcomed to the business
  2. I was given more than one free piece to taste
  3. They remembered me the second time I visited their business and they even remembered my shopping behavior
  4. They conversed with me and made jokes as I waited
  5. They thanked me after my purchase
Below are some of the advantages of knowing your customer and customer behavior:
Understanding buying behavior will help in offering better services
Customers will be delighted when they come to you and they do not have to repeat themselves the hundredth time

It builds a strong relationship between you and the customerKnowing your customers name, what they like, how they like it, their frequency is very important.

Word of mouth advertising
Your happy customers will spread the good news about your business or they may even refer new customers to your business.

Repeat customers and loyalty
It is cheaper to retain customers than it is to acquire new customers.
Increased customer satisfaction
This mostly comes after understanding buying behavior, thus being able to offer good services.
KYC

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