How to build customer loyalty
What is Customer Loyalty ?
Customer Loyalty is a measure of how likely your customers and their willingness to do repeat purchase with you.
There are 2 main reasons about why customer loyalty is important;
Firstly, it’s always more expensive to attract new customers than to connect with existing ones. You have to find them and then figure out the best way to engage with them. But you already know your current customers and have an ongoing conversation with them.
Secondly, buyers who keep coming back will help you keep the profits high. Research shows that returning customers spend 67% more than customers who are new to your brand. Keeping current customers happy and satisfied helps the long-term success of your online business.
Fast Customer Service Everywhere
If you want loyal customers, amazing customer service is a must. Your customer support team should be easy to access and able to solve problems in a timely fashion; and your business should work to answer questions quickly — even on social media.
Your customer support team should be responsive. When shoppers ask a question or leave a comment, you should reply as soon as you can. A quick response will show everyone that you‘re an accessible brand that cares about their customers.
Have a social presence
Social media is the perfect place to build a relationship with your customers. You can have one-on-one conversations with customers so they feel connected to your brand.
Keep your customers in the loop and share updates with them about what’s going on at your store and take them behind the scenes. You can post walk-throughs of your products, interview your team, and show pictures or videos of your work space. Being open about your business practices is a great way to encourage a positive customer-brand relationship.
Reward your Customers
Customers want to feel appreciated. They can choose to spend their money anywhere, and they’ve chosen you. That’s not a small gesture, so you should return the favor through a loyalty program.
By giving your customers some kind of reward, you make them feel good about purchasing and motivate them to keep coming back. For example; offer them a unique experience by sending birthday promotions or surprise gifts.
Deliver Expected Product Quality
No customer will ever come back to you if your product descriptions and images are different from what they get.
To avoid these types of situations, make sure your product photos are as close to reality as possible and accurately describe your product to set your customer expectations. Include the following:
- What the product does or what you’re supposed to do with it
- Added value (e.g why your product is so great)
- All the relevant information (the price, color range, availability, etc.)
Ask, listen and take actions
Listening to your customers isn’t just good for loyalty; it’s essential for business success. The stories that your customers tell about the impact that your company has made in their lives is one of the most potent drivers of loyalty.
If customers complain about the poor layout of your store, fix it. Once the improvement is complete, tell customers about. It’s a great way to show customers that you’re not only listening their feedback, but also acting on it.
Resources:
1- https://blog.fivestars.com/5-ways-to-increase-customer-loyalty/
2- https://www.printful.com/blog/how-to-build-customer-loyalty/
3- https://smallbizclub.com/sales-and-marketing/5-ways-to-improve-customer-loyalty/
4- https://customerthink.com/5-ways-to-increase-customer-loyalty-with-mobile-marketing/
