Want to Retain Locations? Deliver More Value to Route Customers

Earning a customer’s loyalty takes sheer hard work, dedication, and, most importantly, providing value. The last thing you want is to put all that work into acquiring a customer, only for them to take their business elsewhere.  

Customer retention is critical for any business and, surprisingly, costs 5-25 times less than acquiring a new customer. Additionally, return clients spend 67% more than new customers and have a 60 to 70% chance of converting, compared to the 5-20% chance of converting for a new customer. 

But how can you keep them coming back for more? It’s all about giving them what they want, and sometimes that means going above and beyond their expectations.  

Today, customers are bombarded with choices and companies vying for their attention. The customer experience needs to be exceptional to stand out from the competition and keep them hooked. 

Here are a few ideas to help you add more value and delight your customers: 

Help Customers Achieve their Goals

When customers come to you, they have a goal in mind – a need to be fulfilled. It’s your responsibility to fulfill that goal quickly and efficiently. Providing them with the information or resources they need or offering personalized recommendations can help them reach their objectives.  

For instance, you can share best practices of updating their Google My Business listing and adding a web page to increase search results for the new arcade. More organic traffic leads to more foot traffic—and more sales for you and your location. 

You can go a step higher by anticipating their needs and offering solutions before knowing they need them. For example, suppose you see a customer looking for a particular type of game. In that case, you could recommend other games they might like or send them information about upcoming releases. 

Deliver Positive Experiences Consistently

It’s not enough to deliver a positive experience once in a while – you need to do it consistently to keep your customers coming back. This means having quality equipment, being responsive to customer inquiries and complaints, and providing the same level of service every time.  

Customers should feel confident that they will have a positive experience every time they do business with you, no matter what. Apologizing when you screw up and making things right goes a long way in maintaining customer loyalty. 

To ensure you’re delivering consistent positive experiences, one way to document and track customer feedback. This helps you identify any areas that need improvement and make the necessary changes. Regular check-ins with customers can help you gauge their satisfaction levels and identify any issues early on. 

Listen to Customers and Take Action

You can’t improve the customer experience if you don’t know what your customers want and need. That’s why it’s essential to listen to customers and take their feedback to heart. Whether conducting customer surveys, holding focus groups, or simply talking to customers one-on-one, make sure you listen to what they say. Then, take action on their feedback.  

Customers love it when you take the time to listen to their suggestions and feedback. It shows that you value their opinion and are willing to make changes to improve their experience. Some examples might include improving communications or streamlining your support process to reduce downtime. In turn, you continue to build trust and loyalty. 

Since many owners are busy doing ten different things, an effective way to get feedback is through an NPS survey which asks two simple questions: 

1. How likely would you recommend [your business] to a friend or colleague? 

1. What is the biggest reason for your response? 

You’ll get valuable feedback and identify the customers who are likely to give you a positive online review and those who are unhappy. With this information, you can take steps to improve the customer experience and turn customers into raving fans. 

Go the Extra Mile

In today’s competitive landscape, meeting customer expectations is no longer enough – you need to exceed their expectations to stand out from the crowd. This act might mean going out of your way to help customers, providing them with an extra service or perk. 

A simple gesture such as a handwritten thank-you note or a follow-up phone call can make a big impression and delight them. Remember, it’s not just about providing excellent products and services – it’s also about creating lasting relationships with your customers. By making an effort to add more value, you’ll not only retain your existing customers, but you’ll also attract new ones.  

With 92% of customers trusting referrals from people they know, ensuring you go above and beyond your customers’ needs can result in more referral business. 

Invest in Customer Service

Customers value and appreciate good customer service. To ensure your customers’ happiness and satisfaction, you need to invest in quality customer service. According to statistics, 78% of consumers will bail on a purchase or transaction because of poor customer service.  

This initiative might mean providing additional training for your staff or investing in customer relationship management (CRM) software.  

When your customers know they trust you to provide them with the assistance they need, they’ll are more likely to do business with you – and keep coming back for more. Getting their issues resolved quickly and efficiently is key to a positive experience for customers. 

Leverage Amusement Connect to Add Value to Your Locations

As a route operator, you know how frustrating it is when coin jams occur in your machines. This problem is not only an inconvenience for you, but it also results in lost revenue. 

You can’t avoid the uncomfortable phone calls from owners who want to buy their games and cut you out of the equation. But you can put your best foot forward by consistently adding value to keep those calls to a minimum.