Building trust and establishing a relationship with your customer are keys to creating a lifelong customer, according to this Forbes article. Such a relationship can start by making sure you’re delivering the “wow” in customer service. You go beyond what that customer expects and you win him or her over for a lifetime. It can be difficult for a business to focus on this rather than the day-to-day transactions that keep you busy, but it could be well worth it.
Are you delivering “wow”? Do you know what your customers want and what kinds of past experiences they’ve had with your shop? Engaging the services of mystery shoppers can be one way to find out and begin to make this kind of investment in the customers you want to keep forever.