Did you know that businesses have a 60% to 70% chance of selling to a returning customer, while the odds of selling to a new customer are only 5% to 20%? Even more surprisingly, the Harvard Business Review reported that just increasing customer retention by 5% can boost profits by 25% to 95%. These stats tell us something important: running a business is not just about getting new customers. It’s about keeping the ones you already have.
That is to say, loyal customers are gold. They trust your brand, spend more, and can even become your brand ambassadors. So, how do you turn a first-time buyer into a loyal customer? Here are seven important factors that can make it happen.
1. Your Product’s Quality
First things first—your product has to meet expectations. Customers won’t return if they feel they didn’t get what they paid for. So, if you're selling gadgets, they need to work right away. If you’re selling food, it should taste as good as it looks in your photos. And if you offer a service, make sure it’s done well, on time, and as promised. When customers feel they’re getting consistent quality, they’ll trust your brand. And that trust is what brings them back for more.
2. A Seamless Payment Process
Now, let’s talk about the payment process. If transacting with your business is difficult or confusing, customers might give up and not come back. In this case, a smooth and easy checkout is key.
For online stores, make sure your website is easy to use. A modern payment gateway like Maya Checkout, for instance, can simplify the process. Your customers can pay using a variety of payment methods, including credit or debit cards, e-wallets, and even QR Ph. But if you don’t have a website, no problem! A link payment solution like Maya Payment Links allows you to receive payments even without a website equipped with a payment gateway. With this feature, you simply send a unique link to your customers via their messaging app of choice, like Facebook Messenger, Instagram Direct Message, WhatsApp, Viber, or Telegram, and receive payment via the same link. It's like having a personal, portable payment button you can send to anyone, anywhere.
Meanwhile, it's just as important to offer flexible options for in-store payments. Some people prefer to pay with cash, while others will want to use a credit card, debit card, e-wallet, or QR codes. By offering different choices, you make shopping more convenient for everyone.
3. Exceptional Customer Service
Great customer service can make or break your business. But it’s not just about fixing problems—it’s about making customers feel valued. For example, how fast do you respond when someone reaches out to you? When you reply, do you sound friendly and helpful? And if you run a physical store, do your staff seem friendly and helpful? A simple smile or offering to assist with finding the right product can go a long way towards making customers feel valued.
Also, don’t forget to follow up after a sale. A quick “Thank you for your order!” or a message asking if everything arrived in good condition can leave a positive impression and make customers feel appreciated.
4. A Smooth and Enjoyable Shopping Experience
From browsing to ordering and receiving the product, every step of the customer journey should be simple and hassle-free. If you have a website, make it easy to navigate with simple images, short product descriptions, a fast loading time, and mobile-friendly features.
For physical stores, make sure your products are easy to find and the checkout process is quick. Small details like these can make a big difference in how customers feel about their shopping experience, making them more likely to come back.
5. Personalized Marketing
Nobody likes getting random, irrelevant messages. But customers appreciate hearing about things that interest them. So, try personalizing your promotions instead of sending the same email or message to everyone. For example, let them know when new items are in stock. Or remind them when products from their favorite brands are available.
You don’t need expensive tools to do this—just keep track of what your customers like using a customer relationship management system, and send them updates via email or messaging apps like Viber. When you personalize your communication, customers feel like you understand their needs. This makes them more likely to return.
6. A Rewarding Loyalty Program
A good loyalty program can encourage customers to buy again and again. But it has to offer rewards that your customers actually want. Discounts are always a hit, but you can also offer perks like free shipping after a certain number of purchases or when a certain spending threshold is reached, or a small gift for their birthday. Filipino shoppers especially appreciate small, thoughtful rewards. So, think about what would make your customers happy and design your program around that.
Also, make sure your loyalty program is simple and easy to understand. You can run a points system using tools like a stamp card or a digital punch card. If it’s too complicated, people won’t bother using it.
7. A Community Built around Your Business
The best businesses don’t just focus on selling—they build a community of loyal fans. This doesn’t mean you need thousands of followers. It’s about making real connections with the people who love your brand. So, connect with your customers beyond just transactions. For example, share behind-the-scenes updates, post customer photos, run fun contests, and ask for feedback. When people feel like they’re part of your brand’s journey, they’ll stick around—and they will more likely tell their friends and family about you.
Convert First-Time Buyers into Repeat Customers
In the end, turning first-time buyers into repeat customers comes down to offering a great experience at every step. So, focus on making things easy, be kind and helpful, and remember: happy customers don’t just return—they bring others with them.
Sign up for Maya Business to start building loyalty with your customers and keep them coming back for more. With our payment solutions, you’ll be able to accept payments seamlessly and create experiences your customers will love and come back for.
Setting up a Maya Business account lets you open a Maya Business Deposit account and use it as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. Furthermore, you’ll be able to send money to your partners and suppliers for free via InstaPay and PESONet, letting you save more.
Signing up also qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months, allowing you to have another funding source to further develop your business. Just use Maya as your primary processor for all wallet and card payments. The more you use our solutions, the better the loan offer will be.
Sign up for Maya Business today to enjoy the benefits of Maya Business solutions.
