Keeping customers loyal to your brand in a world full of competition is not easy. Customer loyalty is one thing every brand should strive to get. Strategizing and implementing a successful customer loyalty program is not easy to attain, but it still is one of the best ways to retain, attract and engage customers. A little increase or decrease in your customers’ loyalty program goes a long way in determining your sales.
Every business needs loyal customers to propel the growth of its brand. Building customers’ trust and keeping them loyal to your brand is one thing every business owner should invest in. Before we talk about how to keep customers loyal, let us define what customer loyalty is.
What Is Customer Loyalty?
Customer loyalty is simply customers’ commitment to your brand. You can say customers are loyal to your brand when they continually patronize you. A loyal customer will always choose your brand over all other brands. Loyal customers are the most precious asset to hold onto in business. Other advantages of keeping loyal customers include;
- Loyal customers are less likely to get angry at your mistakes. This is because of the excellent customer service they have received from your brand in the past.
- Loyal customers are more likely to spend more.
- Loyal customers are less likely to patronize your competitors. This is because they trust your brand and the services you provide.
- Keeping your customers loyal helps you spend less on advertising.
- Loyal customers are likely to recommend a friend or family member. This is as a result of the trust they have in your brand.
How To Maintain Customer Loyalty
We live in a world where competition is the order of the day. It is so hard to get customers to patronise your business. So after getting them, you should do everything possible to keep them loyal to your brand. Else, you would spend all your income and time hunting new customers every day. Below are six ways to keep your customers loyal to your brand;
Provide Extraordinary Customer Service
One of the ways of winning your customer’s trust is by providing them with the best support experience every time. An extraordinary customer experience starts from the moment they land on your website or shop to when they finally purchase your product. Good customer service doesn’t focus only on the purchase stage. It goes as far as ensuring an excellent pre-purchase and post-purchase experience. Answering customers’ queries on time is another way of providing exceptional customer service for your customers.
Offering discounts to customers (both old and new) is a great way to retain and build customer loyalty. Giving discounts to customers will not only help you retain them but will also help in boosting your sales. Another great advantage, of using discounts is that it helps to increase sales in slow seasons. For instance, people would rather wait till discount seasons than buy a product when there is no discount.
Promote Referral Program
A referral program is an effective way of gaining new customers while retaining old ones. It is an act of offering a particular amount or discount to a customer when they get someone to patronize your brand. For Instance, “refer a friend to get a 20% discount on your next purchase. Promoting referral programs provides you with the opportunity of growing your customers within a short period of time.
Always Respond To Your Customer’s Feedback And Reviews
Cultivate the habit of responding to all your customer’s feedback, whether negative or positive. Responding to your customer’s feedback doesn’t only show that you are paying attention, it also shows that you value all your customer opinion.
Engage Your Customers
Customers like it when you involve them in the decision-making process of your brand. It makes them feel wanted and special. Engaging your customers involves asking for their opinion before making any decision that affects them. You can also engage your customers by providing them with relevant content that will keep them busy while they are not buying anything. Other ways of engaging with your customers include; building a customer community where you can easily connect with them and hosting relevant events such as Webinars and local meet-ups where your customers can physically discuss their challenges with you.