How the Big Companies Build
Customer Loyalty
A guide to improving your customer
relationships and maintaining their loyalty…
How to Build a Customer Loyalty Program
Implement an empathetic customer service system
Gain loyalty through customer experiences
Give more than what you get paid
Share your customers positive experiences
Reward your customers loyalty
Customer Loyalty is a really hard thing to earn. Customers are driven by what makes them feel satisfied and they will be loyal to any business that satisfies that need. They don’t care about the past positive experiences with your company, if one of your competitors throws a better offer out there, they are going to grab it. We have put together a few steps to take to try to help eliminate that and keep your customers.
Implement an empathetic customer service system
In order to gain customer loyalty, you need to be familiar with what your customer wants. Having a professional customer service system is one of the best ways to keep your customers happy. The more often your in contact with your customers, the better chances that they will have a positive customer experience.
Using several avenues to create customer service give you a better shot a creating a positive customer experience. You may want to consider implementing help desk and live chat tools which can help your customer service team cover multiple channels at once.
Gain loyalty through customer experiences
Statistics say that about 55-65% of customers stop shopping with a company after one bad customer service experience. In comparison, almost 70% of those can be prevented if the customer service issue is resolved right away. That means that your company doesn’t have a chance to make many mistakes, and if they do happen, you need to take care of it right away.
Loyal customers prefer a positive experience from your company every visit. They want to feel that you appreciate them as much, if not more, then they value your business. If at some point they don’t feel that you appreciate them anymore, you risk losing them to competitors.
Give more than what you get paid
Everybody is trying to get your customers’ attention. Everyone is working hard to be the first one to give your customers what they want. Well, how do you beat them at their own game? “Do more for your customer, than for what you get paid”
50-60% of consumers are willing to pay more if they know they will have a good experience. You can do this by building a relationship with your customers that extends beyond the moment of purchase. Creating value for the customer beyond the purchase point demonstrates to your customers that you’re invested in them and not just their money.
One way that your company can add value to the customer experience is to host events or contests that your target audience would be interested in.
Another way to add value is to create a customer community where your customers can share experience and give their thoughts.
Share your customers positive experiences
If you’re doing a good job with generating positive customer experiences, then why not let people know about them? Gather customer feedback and share your reviews to inform others about the benefits that your company can provide. You can also encourage customers to share testimonials which can then be uploaded on your website for other leads to see.
Reward your customers loyalty
Customers who are loyal to your company are also the most valuable to your business. In fact, studies show that customers who have an emotional connection to your company tend to have a lifetime value that’s four times higher than your average customer. These customers spend more with your business, and therefore, should be rewarded for it. After all, you need them the most.
This is where a loyalty program becomes essential to building customer loyalty. Research shows that 50-55% of customers will join a loyalty program if one is offered to them. Customers who join the program spend more at your business because they receive benefits in return for their business. They already enjoy buying from your company, so why not reward them for doing so?
Find out how our Customer Loyalty Program Platform will work for your business.
