10 Strategies to Increase Customer Loyalty
For today’s consumers, it’s not solely about the bottom line. Every purchase experience is just that: an experience. When your brand goes above and beyond to provide an exceptional experience at every interaction, you’ll find that your customer loyalty grows without limit.
Read on to learn ten strategies to increase customer loyalty to your brand.
Talk to Your Customers Like They’re Real People
Your relationship with your customers doesn’t begin and end with a transaction. Many elements work in tandem, making customers stay loyal to your brand. And perhaps the chief of these elements is simply respecting the consumer.
From marketing and advertising to content to email campaigns and everything in between, address your customers as valued individuals, not simply a means to win a sale. This might seem obvious, but many brands forget that they’re building relationships with people, and it comes across in their written content.
Talk to your customers like they’re real people. Consumers are savvy and know immediately when you’re being sincere or when you’re patronizing and schmoozing just to make the sale. Respectful, authentic communication on all channels will increase customer loyalty from the first interaction with your brand.
Humanize Your Brand and Your Product
Shoppers don’t want to buy from a corporate machine. They want to do business with real people and buy products they can envision themselves using. Humanize your brand, and you’ll endear consumers to you from the outset.
Your brand identity and voice play a significant role in humanizing and personalizing your business. Your words and visuals should be warm, making buyers comfortable with your company and the goods or services you offer.
Customers will be loyal when they feel a brand can see and understand their needs. Humanizing your brand creates a sense of compassion and care, keeping your customers shopping with you for the long term.
Ask for Reviews (and Manage Them!)
Product review management is one of the most crucial aspects of earning customer loyalty (and cultivating a successful marketing strategy.) Consumers trust online reviews more than word-of-mouth recommendations or claims your brand makes about itself. An honest reviewer has nothing to lose and every incentive to leave their honest opinion about their experience.
After the transaction, ask your customers to leave a review. Send them a link via text or email to make the process simple.
Asking for customer reviews creates loyalty in two ways. Firstly, when a customer leaves a review, they must articulate their experience in a way others can understand and benefit from. This causes them to consider exactly why they want to recommend your business, reinforcing their decision to buy from you.
Secondly, potential customers reading positive reviews are inclined to trust your company and like your products if others do so first.
Remember, bad reviews are nearly impossible to avoid. If you do get a bad review, respond. Ask what you can do to make it right. And once the issue has been resolved, ask for a review edit to reflect the customer’s new opinions and feelings about your brand.
Be Consistent in Everything You Do
Customers stick with companies that offer a sense of security and predictability. They want to know what to expect when they come to your site, your store, or interact with a member of your team. And, of course, they want consistency in your products and services.
When you’re consistent in everything you do, you earn your customer’s trust and confidence, breeding loyalty.
Start a Loyalty Program and Promote it
A loyalty program incentivizes consumers to make you their primary source for whatever goods or services you provide. Subscription-based services or exclusive memberships create a sense of community within your customer base. Members feel like they’re part of a group, encouraging them to press in more to your brand.
Loyalty programs offer practical membership benefits, like discounts, unique member perks, early access to goods or services, and other rewards. Having an exciting loyalty program with benefits your customers want incentivizes them to join. And once they’ve joined and enjoyed the perks of membership, they won’t have a reason to shop with anyone else.
Make Your Customers’ Lives Easier
You should make every aspect of the buyer’s journey simple for your customers. Every interaction with your brand should be easy, from site navigation to understanding products to customer support and completing the purchase.
When you simplify the customer experience, you remove any friction shoppers feel in their purchase decision. If shopping with you is easy, why shop with other brands where interaction is more difficult? Make your customers’ lives easier, and you’ll find their loyalty remains with you.
Connect with Customers Outside of the Sale
The customer relationship should never end at checkout. Connect with your customers before and after the sale to ensure they’re having a good experience with your brand.
Below are a few ways you can initiate touchpoints with buyers:
- Personalized texts reminding them of unique offers
- Email retargeting campaigns highlighting new products
- Responding to product and service reviews
- Maintaining open communication through social media and chat features on your site
Customers want to feel heard. Intentional connection creates happy shoppers, and happy shoppers are loyal.
Create Content that Matters
Today’s consumers don’t simply buy products from corporations. They buy lifestyles from brands like yours. Customers want to purchase from a brand that offers more than an exchange of goods for money. They want content that improves their lives and provides solutions to their questions or problems.
Create content that serves your customers. Relevant, informative, and innovative content meets a need. Your customers will stick with you when you provide original content created specifically for them. – Bill Ross, Linchpin
Stand for Something and Share Your Values
Buyers use their money to make a statement. Consumers want to shop with brands that share their values. Targeting your customers’ values and priorities will help you draw them to your brand and compel them to stay.
Your brand needs to stand for something. If and when it does, talk about it. Share your values with your audience. Taking a stand will help buyers identify with your brand and encourage them to buy from you.
Prioritize the Customer Experience and Make them Feel Valued
Your customers keep your business running. That’s the bottom line. If your customers feel like they matter to you, they will stay.
Prioritize the customer experience. Let the customer experience drive your decisions. Buyers who feel valued by a brand will be loyal, even if that brand’s prices are higher than a competitor’s.
Customer Loyalty and Brand Success
A brand’s success can be measured, in part, by customer loyalty. Returning, loyal buyers signal that a business is meeting needs and providing exceptional experiences that keep shoppers coming back. By implementing the ten strategies above, you will not only increase customer loyalty. You’ll make a name for your brand and gain the competitive advantage it takes to win your market.