If you want to continue to grow and attract new customers to your site, you have to focus on building customer loyalty. Loyal customers will visit your site more often, spend more money, and encourage their friends and family to join them.
The amusement and entertainment industry is highly competitive, and consumers often have short attention spans. That’s why building a base of excited, loyal customers will be the backbone of your business.
4 Ways to Build Customer Loyalty
Building customer loyalty isn’t difficult, but it can be hard to know where to start. If you’re ready to improve customer loyalty at your theme park, here are four tips you can start with.
1. Ruthlessly improve your customer service
If you were to compare the most successful businesses, you’d probably notice that all of them provide exceptional customer service. Giving exceptional customer service means that your business is focused on meeting the needs and desires of your customers.
Customer service starts with the employees who are interacting with your customers every day. Make sure you provide them with tools and training so they can effectively serve customers. Have procedures in place for how they interact with customers but give them the freedom to act independently when needed.
And take a good look at your company’s rules and procedures. Are they flexible, and do they have the customer’s best interest in mind? Rude employees and inconvenient, inflexible policies toward guests have no place in today’s competitive market.
2. Reward your most frequent guests
It’s a good idea to provide incentives for your most engaged and loyal customers. 87% of customers want to do business with companies that offer loyalty and or rewards programs. And 46% of customers increased the amount they spent with a company because it offered a loyalty program.
Plus, loyalty programs are a great way to gather additional data on your customers. You can learn how often they visit, what times of the year they prefer to visit, what their favorite theme park attractions are, and more. This will help you continue to improve the customer experience for your other guests.
3. Pay attention to customer feedback
Customers love to provide businesses with feedback. And most customers appreciate feeling like their feedback is valued and implemented. You should value all types of input from your guests, including negative feedback.
Use negative feedback as an opportunity to create a conversation with that customer and learn how your business can improve. You may find that some unhappy customers are willing to give your park a second try simply because you listened to them.
4. Make life easier for your guests
When your guests visit your site, your goal should be to make the experience as pleasant as possible for them. One of the best ways to do this is by streamlining the customer payment experience.
Encourage your customers to put their money on cashless cards or wristbands. Cashless payment options will save them from having to lug a purse around a busy theme park or stuff their pockets full of cash. Plus, it will move customers through lines more quickly, making the experience more favorable for everyone.
To your success!