Customer loyalty and customer satisfaction are related, but they are separate ideas. You might get positive reviews, but are those customers returning to you and recommending you to friends and family?
A customer who is satisfied with a product or service will not necessarily return if they can find a similar product for a better price from a competitor. A customer who is loyal to your brand feels valued and that they will get benefit from shopping with you in a way that they cannot get anywhere else.
5 Ways to Increase Customer Loyalty
If you are looking for ways to differentiate your business from your competitors, here are some ideas to help you improve customer loyalty.
Reward your customers
It is a simple idea, but rewarding customers is an effective way to inspire loyalty. You could do this simply by including a personalized thank you card in their package, through a loyalty scheme, or by giving them access to special discounts. For example, you could give previous customers access to a flash sale with reduced prices on products you know they will love, or offer discounts for referring a friend to you.
Keep in touch
If you expect customers to be loyal to you, you need to show loyalty to them. It is not enough to only call on them when you want them to purchase from you—you should be following up with them after their purchase to check that they are happy. If a previously regular customer has not bought from you in a while, send them a personalized email to let them know that you value them.
Deepen your relationship with customers
Online sales are reliant on technology, but that does not mean that you should completely abandon the human touch. Make the effort to get to know your customers, their shopping habits, how they prefer to be contacted, and what they are interested in. This information can inform your marketing personas and sales strategies. Give customers the option to speak to a human or to talk via a webchat so they know they are not dealing with robots.
Go the extra mile
You should never take your customers for granted and they should know how valued they are. This is achieved by always keeping your promises, delivering ahead of schedule, and exceeding expectations in terms of quality. Consider customizing your packaging to give people the “wow factor” when it arrives. If you make an error, be transparent and proactive and make it clear that you are always trying your best to improve.
Show your brand’s humanity
Customers appreciate brands with strong ethics and social values. In fact, many now place more importance on whether a brand is environmentally conscious and their stance on current social issues than price.
Social media has made it possible for brands to establish personalities and connect with their customers on a more personal level. Your marketing should be simple and honest with no misleading information or exaggerated claims, as this undermines your credibility.
If you think one of your competitors might offer a more suitable product, tell the customer the truth. They will appreciate your honesty and remember you when they need your product in the future.
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