7 tips to build customer loyalty
There is no doubt that acquiring new customers is an exciting part of doing business. However, many businesses make the mistake of neglecting the valuable customers they already have and their marketing strategies are largely focused on acquiring new customers, rather than retaining existing ones.
Marketing experts have repeatedly stated that it is almost 7 times cheaper to keep an existing customer than to acquire a new one. Retaining customers is not only cost effective, but it will also indirectly bring you new customers: if they like what you offer, they will recommend your product or service to others (and for free!).
Today, on Musart’s blog, we offer you 7 tips 7 tips to build customer loyalty:
Keep in touch and encourage interaction
Keep your customers informed about promotions, product updates, news and anything else related to your brand that you think is interesting and relevant.
It is also important to always be one step ahead of possible future challenges, so that you have solutions at hand. These actions may not result in immediate sales, but they will certainly help keep your brand top of mind for your customers.
Ensuring quality
A quality product or service will always be essential. When users try a quality product or service, it becomes a strong indicator to choose it again. This is undoubtedly a key factor to start building customer loyalty.
Good reputation on social networks
Social media are extremely useful for maintaining contact with customers after the initial sale. In fact, it is an excellent tool for engaging your customers and building trust, by showing the personal side of your business. Monitor your customers’ opinions, interests and motivations; identify and reward your most loyal customers and work to change any negative perceptions that other followers may have by offering unbeatable customer service.
It is no secret that the current trend is for consumers to turn to social media to ask questions, make complaints and resolve problems with the products or services they consume. Use this as an opportunity to show how much your brand listens to and cares about its customers.
Kindness first and foremost
Many customers value the quality of a service, treatment, friendliness and convenience as much as a product. Remember that 70% of buying experiences are based on how the customer feels treated. Make your brand or business look friendly and accommodating to your customers.
You can personalise the way you treat your most loyal customers by calling them by name. Reward their loyalty with vouchers, special offers, private sales or thank you notes.
Troubleshooting
When a customer has a potential problem, make sure they can talk to a real, friendly person, ideally in person or by phone. Even though we live in an increasingly digital world, people like to communicate with other people. Referring already frustrated customers to an FAQ page or email contact form is likely to make the situation worse.
Train your employees properly so that they are able to solve problems when they arise. Employees who are trained and able to make a difference in a crisis situation will undoubtedly be more motivated to take care and responsibility.
Learn from your mistakes
Your brand is only as good as the reputation behind it. When problems arise, it is essential to acknowledge your mistakes and apologise, if necessary. Honesty always demonstrates authenticity. It will also demonstrate to customers your company’s intention to evolve and improve, and to avoid future mistakes.
Watch your timing
A consumer survey found that a maximum of 24 hours is considered an acceptable response time via email. Make sure that your brand’s customer service actions are consistent with the image you want to convey, as well as with your customers’ expectations.
