Most marketers admit to the challenges of ensuring customer loyalty. It is one thing to interest customers and quite another to sustain the engagement levels to initiate customer advocacy and trust. To build a strong bond with your customer, you need to have values they relate to.
A Corporate Executive Board study in the US found that values were the key drivers of consumer loyalty. If you want to create a company that commands customer loyalty, you need to have a powerful narrative that tells customers what their brand stands for.
#1 Excellent Customer Service: Showing the Company Cares
Excellent service creates customers lifelong, avoiding word-of mouth adverse publicity and sets you apart from the competition. This is how companies have built customer loyalty. Your company workers need to listen to the clients and address concerns in a timely and efficient way. Customers should be able to get in touch with your rep in next to no time at all. Clearly displaying the email address, social media ids and phone numbers as well as instant chat and messaging establishes fast connectivity.
#2 Gain Transparency
Being accountable is the surest way to inspire customer loyalty. Rather than denying the problem, you need to turn crisis into opportunity. With so many different social media platforms, there is no excuse for not creating a community. Communities create an effective way to commence conversations with users and encourage customer generated data. Ask customers to be your advocates on social media and share pictures of using the product. An easy way to keep in touch with customers is to have feedback surveys that focus on creating a positive user experience. The information initiates consumer loyalty and satisfaction.
#3 Expand Your Reach
Social proof is a positive influence created when brands become associated with endorsers. Brands can attain social proof and build loyalty by sharing expert views on the product, use celebrity endorsements or user reviews. Pathwwway Gambling suggests that businesses should seek to under commit and over deliver. If you state that your customer rep contacts within 24 hours of a complaint or call and contact the customer within 5 minutes, it can make a difference to their perception of your brand.
#4 Don’t Miss Out on Retention In Hopes of Acquisition
It is possible to forget existing customers when new clients are being attracted and acquired. For avoiding frustration and ensuring your products or services don’t fall in value or standards over time, instilling loyalty in customers should be your aim.
#5 Make Mistakes Learning Experiences
When a business is being run, perfection is sometimes the aim but not the reality. It is easy to make mistakes for companies, whether they are established players or startups starting out. Companies need to avoid being defensive or sensitive if they get called out on some aspect of service or product. Rather than taking the criticism negatively, the aim should be to learn from the experience and improve the service or product, taking responsibility and resolving issues.
#6 Create A Culture That Values Customers
Improving client loyalty is possible if employees buy into the culture and the show organisational commitment. Employees also need to have exceptional training and tools to enhance customer experience.
#7 It’s Personal, Not Just Business
Pathwwway Gambling studies have demonstrated that personalised emails create 6 times greater likelihood of transaction rates than emails that are impersonal. For example, sending a birthday greeting or offering coupons on a marriage anniversary can work wonders. Personalised messages help to create an emotional bond.
#8 Show Your Expertise
Whether you are looking to answer complaints or product queries, you need to be the company that can address all client concerns. If you want loyal customers, you need to build trust and expertise, apart from establishing yourself as a market authority.
#9 Say The Right Word
Polite, positive communication and using persuasive and motivational messages can cause customers to view your brand in a favourable light. If you use these words in headlines, email subject lines or CTAs, you have a chance of converting customers.
#10 Rewarding Client Purchase
You need to build a company that rewards customer purchases. This is not just through discounts or incentives. You also need to build a supportive and caring environment so customers can feel motivated to keep coming back.
#11 Know What Customers Like (and Dislike!)
You need to be clear which aspects of your product or service are attracting bad press too, apart from the shower of compliments. Understanding the brickbats as well as the bouquets is the key to make sure customers are satisfied. Whenever customers complete a sale, make sure you carry out an online or email survey to find out whether the customer experience and interaction was a positive one or not.
#12 Offer Reliable Products and Trustworthy Services
Product or service integrity is a very important part of effective client loyalty programmes. Your company needs to earn a reputation for consistency and dependability. Delivery needs to occur within the timeframe. Promises and commitments need to be delivered on. For example, if you provide 24/7 services, you need to be available any hour of the day or night when customers call. Your customers will only be loyal to you if they can rely on you.
In today’s business environment, competitive forces operate. Consumer loyalty forms an important part of your business’s growth trajectory. If you cannot focus on what makes customers tick, don’t expect your business to grow. Time is money and resources need to be optimally utilised, so that customers remain loyal, interested and passionate about your brand. The focus should always be on creative a positive user experience for the customer each time he/she transacts business with your company.
Attention to even the smallest details are critical, if you want to retain client loyalties and inspire consumer confidence. Ultimately, the loyalty of your customers determines the winning edge of your company over business rivals. Any company is only as good as its services, products and brand value. Prove yourself and build trust that makes sure customers return to you everytime they need to make a purchase.