Regardless of the size of the company, customer loyalty is extremely important. It is easier and more cost-effective to maintain old customers than to attract new customers. Different companies measure customer loyalty differently. Perhaps the most common way to measure customer loyalty is by checking the number of repeat purchases a customer has made since their first purchase. Repeat buyers pay almost 67% more than new customers, and therefore, they need to be treasured.
Here are a few ways of building customer loyalty.
1. Communicate With Your Customers
Communication is the key to establishing better and healthier relationships. Communicating frequently with your customers will keep you fresh in their minds and allow you to pass on important information to them. You can communicate with them in various ways, but first, you will have to set up a database containing their contact information, such as their phone number, email address, and mailing address.
The evolution of digital media has provided us with a great form of direct communication – social media. You can not only advertise your brand and products on different social networking sites but also directly remain in contact with your customers.
2. Provide Extra Perks
You will have to throw in a few extra benefits and perks to maintain customer loyalty. They don’t necessarily have to be monetary perks. You can offer them immediate sitting, special attention, or maybe even let them skip the line. This will make them feel valued and recognized. Providing loyal customers with a few extra rewards will encourage them to stick around for longer.
3. Provide Great Customer Service
Customers stop purchasing from businesses if they’re unhappy with the services they’re receiving. Customers always remember how they’re treated – whether they’re treated well or poorly. Poor service could result in unsatisfied customers and bad customer reviews. People share their experiences and feelings towards a brand or product with their friends, colleagues, and even family. Bad customer experience can result in more damage than expected.
4. Don’t Rely Too Much On Technology
In this digital era, be different. Digital communication cannot replace face-to-face interaction. While communicating through automated systems is a great option, try meeting and greeting your customers personally to make them feel more valued. Well-trained customer service representatives can be a great addition to your loyalty-building strategies.
5. Ask For Feedback
If you know your customers, you can offer them better services. Taking customer feedback and asking for their opinion is an essential key to achieving customer loyalty. Have customer service agents randomly strike up a casual conversation with customers to find out what they think about something. This might not always be reliable as people may be a bit shy in discussing their opinions. You can have random anonymous polls or surveys to get a clearer idea about how your customers feel.
Loyal customers are the backbone of any business. Use these strategies to keep them engaged and maintain their loyalty.