Last Friday when I arrived home at Tampa Airport, I was greeted by a cheery group of people shouting “Welcome to Tampa” who were giving away super bowl guides and flashy beaded necklaces. It made me smile after a long week on the road, but it also made me wonder why it doesn’t happen more often.
Last year I flew 37 weeks — that’s 74 opportunities the Tampa Airport had to welcome me, along with the thousands of other passengers who pass through the airport every day. But it never happened. And that’s about typical for any business. They focus on rewarding new customers, not those who have become loyal over time.
It’s a big mistake to only pay attention to new customers. Customer loyalty creates good buzz for your business and will pump up your cash flow. If you don’t pay attention to your customers with great customer service and a special thank you now and then, you may soon find they have gone somewhere else.
Take the time now to create a unique customer loyalty plan to make sure your loyal customers remain your customers.
What do you think? Is customer loyalty important? Please leave a suggestion.