How to earn customer loyalty without complications
Rather than trying to gain new customers, your efforts should be focused on earning the loyalty of your existing customers. The latest metrics show that it is 500% more expensive to acquire repeat customers than to keep current ones. In addition, repeat buyers spend 33% more than new ones.
For all of the above, brands and companies around the world are seeking to channel all their marketing, promotion and operations efforts to achieve a long-term vision and thus generate an influx of income greater than the previous year, through customer loyalty management.
Right at the epicenter of this cambodia bulk telegram marketing vision lies the trump card that, in most cases, helps brands to obtain the revenue they seek. They are popularly known as customers, and it is essential that they are treated well.
Now it’s one thing to have customers, another thing to keep them for longer. And then there’s the whole proposition of acquiring completely new buyers.
The greater the competition, the better the strategy
Today, we have a high-tech and highly competitive world, innovation is more than just a buzzword and creators abound. Needless to say, consumers have an open buffet of options (brands) to choose from, making them the proverbial boss.
No matter how much attachment one has to a brand, it doesn’t take much to change the foundation these days. If anything, businesses need to work at full speed to ensure that their existing customers stay loyal to them for as long as possible, and that new ones become loyal in no time.
Brands need to master the art of customer loyalty management and that is why I have written this article, to guide you in achieving it in your business.
What is customer loyalty and how is it built?
“A customer can be called loyal when he or she makes a voluntary choice to purchase or associate with a particular brand over a period of time, as a result of the cohesive experience (physical and emotional) he or she has had with the brand in the past…”
It must be kept in mind that a good product alone is not enough to keep a customer loyal while the competition veterinarian, how to find clients with outbound marketing is high. Other integral aspects such as customer service and customer experience also play a vital role.
Establishing customer loyalty is not the easiest thing to do right now, it would be inappropriate to call a customer loyal just because of a couple of purchases. Studies show that up to 37% of people consider themselves loyal to a brand only after having purchased from it more than five times.
Now that I’ve shown you what it is, the question is: how do you earn customer loyalty?
Let’s first look at the essential elements you must follow to retain your customers:
1. Omnichannel customer service
Before and after the purchase process, if there is one thing that customers expect from their brands, it is customer service. In fact, much of the emotional attachment they associate with companies is due to the service they receive.
However, customer service is more big work than just greeting them in the store with a, “Hi, how can I help you?” The advent of e-commerce has divided the shopping fraternity into two different segments; online and offline.
If you are now wondering which channel needs more focus, the wisest and most obvious answer would be both.
Time-poor customers who shop offline write product reviews online. And not only that, even when it comes to queries, the initial tendency is to find a platform on the web, because it is not only convenient but also time-saving. Needless to say, they expect a proper response from the online customer service.
That’s not to say that they’re all short on time. They’re perfectly capable of returning to the stores with their questions and comments.
The point is that brands should have an active omnichannel presence across all mediums with fully functional customer service support. This will lead to more customer interactions and hence, they will have more chances of converting their valuable customers into lifelong loyalists.
2. Credible interactions with customers
It’s not just about having a customer service establishment on all media, you have to be very active and the responses to your customers’ queries and problems must be fast.
Consumers do not appreciate it when companies fail to resolve their issues in a timely manner. They view this as poor customer service and are likely to switch to another brand. Findings suggest that up to 60% of customers stop doing business with a brand after poor customer service.
One way to ensure loyalty among customers is through credible interactions with them. They expect a certain amount of exclusivity and a personalized approach from brands in addition to a timely response.
Businesses need to please with positive responses, praise, and sometimes thank you messages – this makes the customer feel valued. But at the beginning, the most important thing is to respond quickly, whether through 24/7 human customer service teams, AI-powered chatbots , or numerous customer relationship managers.
Timely, personalized and credible interactions with buyers go a long way in acquiring their loyalty.
3. Go the extra mile to deliver value
The truth is that customers are never satisfied and always want more. This is because competing brands are always in a rat race, looking to outdo each other. To maintain the edge, brands need to go the extra mile to deliver value.
Instead of waiting for your customers to raise a query or a complaint, you can call them yourself to ask about the performance of the product they purchased. This will make your buyers feel that your brand cares about them.
Additionally, businesses can also go online and talk directly to their customers, thank those who have given positive feedback on social forums, clarify other conversations related to queries between two people, etc.
Brands should not always wait for customers to come to them for help. Sometimes, they should take responsibility to step up and make a difference. Customer loyalty is the result of many strategic efforts made collectively to keep them on board for as long as possible.
Sometimes when these efforts don’t work, doing something additional with some other strategy can yield better results.