Last Updated on April 30, 2023
Customer loyalty is crucial for any organisation, regardless of its size. Spending by returning consumers might be up to 67% higher than that of new ones. And it is generally less expensive to convert existing consumers to clients than it is to find and onboard new ones.
Your business depends on your customers, so it’s critical to pay attention to how they engage with your brand. Find ways to continually demonstrate your care for them; don’t simply contact them when you need their business. Being consumer-centric, staying connected, and paying attention to their customers may help brands learn a lot.
What is customer loyalty?
Customer loyalty, in essence, measures a customer’s propensity to keep using and paying for your good or service. Increasing the lifetime value of current clients, who may account for the majority of your steady revenue, is crucial for boosting customer loyalty. Since satisfied customers are more inclined to refer your product or service to others, it even helps attract new clients.
Here are 10 efficient strategies to engage with customers and create strong bonds that will help to maintain their brand loyalty.
1. Don’t use a one-size-fits-all approach
You want your clients to feel special, and you can make them feel special by treating them all as unique individuals rather than as mere clients. Combining all of your customers will simply come across as unauthentic.
According to Jon Ziglar, “We will treat a heavy user of our app differently than a light user” in terms of messaging. “We handle new users differently from seasoned users. We work to make the communications as pertinent to that particular person as we can. Your user interactions will be more relevant and authentic if you customise them.
2. Respond to concerns
Taking care of client problems fosters trust. Don’t limit your availability to times when your company is performing well or when your clients are happy. You must win the trust and respect of your clients by demonstrating your commitment to their satisfaction.
A man, for instance, gave ParkMobile a one-star rating and claimed that the app was annoying and took time away from his date. rather than ignoring it or coming up with an explanation. They apologised to the reviewer and offered him a gift card to the specific restaurant where he had eaten that day.
He was truly touched by the gesture, and he has since been a fervent supporter of ParkMobile. He even consented to us using his tale in a social media promotion.
3. Follow up
Following up with clients shows them that you value them and aids in identifying bad customer experiences. It’s simple to win over clients by following up. Nobody enjoys asking questions or making complaints only to get a blank response. In order for customers to develop a relationship with you, respond to them throughout their purchasing process. This is a fantastic strategy to stay at the top of your client’s mind.
Follow up with an existing customer who purchases a novel or novel product to find out if they liked it. Thank your customers for their business. Everyone enjoys being recognised. A fantastic strategy to find dissatisfied consumers is to follow up with them before their bad experience results in an internet review.
4. Focus on face-to-face interactions.
Miscommunications frequently occur while using technology as the main method of contact. Nothing beats face-to-face interaction, despite how convenient emails and phone calls are.
Over the phone or through a screen, you can comprehend your customers less effectively than you can in person. Make it a point to visit clients to introduce yourself and build a relationship with them that is both professional and personal.
Speaking to a client face-to-face makes it simpler to understand them. Some folks, though, want to communicate with you distantly. advocated finding out your clients’ preferred mode of contact and using it exclusively.
5. Be active on social media
Social media accounts for businesses are advantageous, but merely having one does not suffice; you must be actively involved. According to a recent report, roughly 80% of consumers expect a response within the first 24 hours and 40% of users expect a company to respond to them within the first hour of interacting.
Before doing business with a firm, many consumers check to see if they have an online presence. Customers already use social media channels to look up new products, give reviews, and tell their friends about their favourite things, so you should follow them there. Interacting on social media is a terrific way to engage with your audience and keep your business top-of-mind.
Online is a significant probability that your business will come up in conversation on social media at some point because consumers are continually rating and discussing companies there. Engaging social media users directly and answering comments are excellent strategies to control the conversation being had about your brand. Additionally, it might help you respond to criticism as soon as it appears.
6. Give customers a reason to be loyal
Many people think that Apple’s supporters are among the most devoted out there. Customers will go to tremendous measures to show how much they appreciate the business, like spending hours waiting in line for product sales and arguing vehemently in favour of every product.
Such successful brands understand how to enthral their customers by turning product launches, sales, and unveilings into a special occasion. It’s crucial to consider the customer’s experience as including more than just utilising your product; it should also consider how they feel throughout their whole encounter with your company. For the sake of prospective customers as well as your current clients, consider how you treat them and make improvements. Make your customers’ experience of buying your product or service memorable.
7. Maintain voice, tone, and language at every touchpoint
Another thing that seems obvious that has to be emphasised yet is this one.
The greetings given to consumers as they entered a store were noted in a UK study, and the amount of money they spent there was then compared. According to the study, customers who were welcomed and given a smile spent up to 67% more than those who weren’t. A pleasant welcome may seem insignificant, yet it definitely has significant ramifications.
Positive language, tone, and imagery are necessary outside of in-store interactions as well. To maintain a strong brand and a positive customer experience, it’s critical to keep your company’s communications consistent in voice and tone. Use specific terminology and offerings in internal communications to prevent confusing potential clients with conflicting information.
