The importance of customer loyalty cannot be overlooked, especially in the highly competitive modern business environment.
Whether you run a small or large business, you need to have clients for your business to flourish. For any business to survive, it needs to find ways to convert first-time customers into repeat ones, in what is referred to as building customer loyalty. Repeat customers spend up to 67% more compared to new customers, and what’s more, retaining clients costs less than getting new ones.
Here is everything you need to know about earning and building customer loyalty for your business.
What is Customer Loyalty?
Customer loyalty is the willingness of a customer to return to your business for your products and services, as well as their willingness to continue engaging with your brand in the long term. A loyal customer is one who chooses your products or services over your competitor’s. A customer’s loyalty can be due to affordability, quality of service, selection of products, or one of many other reasons that compel clients to keep coming back.
How to Build Customer Loyalty
Many businesses don’t know where to start when building customer loyalty. We’ve compiled some tips to help you get started increasing customer loyalty and retention.
Improve Your Customer Experience
While this may seem obvious for most businesses, improving your customer experience is one of the best ways to ensure you are giving your clients the best service at all times. According to a survey done in 2021, at least 86% of clients prefer to pay more for the best customer experience.
Customers pay attention to how they are treated when engaging with a business, which plays a significant role in deciding whether they return to the business. When they have an excellent customer experience, they’re more likely to spread a good word about your business to their friends and family, which means the potential for even more loyal customers in the future.
Take time to pay attention to how your business relates with the client and identify areas that need improvement.
Respond to Feedback & Reviews
One of the best ways to improve your service delivery and earn customer loyalty is listening and responding to feedback and reviews. You can ask for customer feedback and reviews through surveys, questionnaires, and even phone calls. By doing so, you can track your rating as you get feedback on improving your customer service.
You can also get feedback on your business page on social media platforms. Ensure you take the time to respond to every comment and review to show a willingness to engage with your audience while taking their concerns seriously.
When responding to a negative comment, be sure to ask the customer what you can do to make their experience better next time, and consider offering an incentive as a way of showing you care and want their experience to be better the next time.
Offer a Head Start on Rewards
Reward programs are the cheapest and best ways to keep customers coming back. To show your appreciation, you can initiate a reward program where clients get something back for supporting your business.
Common reward program options include spend programs, point programs, tiered programs, and exclusive VIP programs for your most loyal customers. By setting up a reward system for your repeat clients, you encourage them to keep coming back for more while giving them an incentive to strive to reach the top of the customer loyalty list for the best rewards.
Consider giving your clients a head start when it comes to customer loyalty programs. For instance, if you promise to give one point for every $10 spent in your store, you could give clients the first 10 points for free that can be redeemed as soon as they sign up for the loyalty program. Giving them a head start on the program will make it more likely they sign up and keep using the program to reap the maximum benefits.
Use a CRM for Customer Loyalty Management
A Customer Relationship Management system (CRM) makes it easy for you to collect valuable customer data like purchase habits, customer service records, transaction history, and significant client millstones in one location. These analytics can be utilized to choose the best reward programs that will not only reward the client but also build revenue for your business.
A CRM system makes it easier for you to understand your customers, making it easier to tailor personalized experiences and convert them into loyal clients.
Prioritize Emotional and Human Interaction
As the world of business becomes even more competitive, customer satisfaction is not the only important factor for your business. Apart from meeting their basic needs, the modern customer also needs to feel valued, seen, and heard. This is why businesses need to prioritize emotional relationships over monetary ones. Your business needs to fulfill the customer’s need for a sense of belonging.
Establishing an emotional connection with your client base is one of the best ways to enhance your customer experience, which helps to ensure customer loyalty. Your CRM system is a wealth of data that can be used to determine the emotional motivators for your customers.
One way to build an emotional relationship is by creating more human interactions. Even when running a business in today’s digital age, human interactions are still needed in the business space. While it is possible to maintain a business-customer connection through online chats and emails, nothing comes close to actual human interaction.
Based on statistics, up to 79% of customers find that interacting with real salespeople is important for their customer experience. Therefore, it is important to ensure that you have a human sales team on-call for your customers whenever they need it.
To thrive in today’s business environment, it is essential to earn and build customer loyalty. Following the tips highlighted in this post will ensure that you deliver the best and most memorable experience to your customers and keep them coming back.
Guest Author Bio:
Lianna Arakelyan is a content writer and digital marketing expert in MuchNeeded.com, extreme with a knack for social media marketing strategy and implementation. She is extreme in her work with a deep goal of always being updated on online and offline marketing and technology news of the world.