Customer loyalty is an important factor for any business, your customers are humans, real people with feelings, struggles, and desires, and they want to be treated like that by brands. Instead of focusing on getting new clients, put your efforts into retaining the current ones. Loyal customers will drive more sales and repeat purchases, those returning customers usually spend more money than first-time customers. They will also recommend your services or products to their friends and family.
Gaining customer loyalty isn’t as difficult; you just need to follow these tips.
1.Prioritize Customer Service
Your customers want to feel appreciated and like they are valuable for your business. Having excellent customer service is the best way to show them that you care about their struggles, inquiries, and experience.
Always make sure to hear your customer’s issues even if they aren’t right, you should also make sure that every customer receives a confirmation after sending their inquiry stating their issue will be addressed in due time.
Create categories for the types of inquiries and allow your customers to select the urgency level of their issues. Ensure that your customers can talk to a human representative easily.
2.Create a Loyalty and Rewards Program
A great loyalty and rewards program could be a major factor in retaining a customer, many people use discounts and coupon codes to attract new customers but few use it effectively to motivate them to repeat purchases. Loyalty programs provide your customers with a personalized experience and they will feel appreciated. It can also make your company stand out from the competition.
Programs like reward points will make your customers spend more money on your brand and feel emotionally connected to it. Giving rewards on special occasions as a birthday can make them feel appreciated. And by offering coupon codes or points to anyone who signs up you can attract new customers as well.
Here are some tips to have in consideration to make sure the loyalty or rewards program is effective:
- Your customers should easily access the rewards program, avoid putting unnecessary steps or requirements to access it.
- Don’t make your customers buy the loyalty program. It should be for free.
- Make it attractive for the customer, they should want to enter the loyalty program.
Ask and appreciate the valuable feedback. Many companies don’t pay attention to what their customers want to say about their experience and shopping process and few take a proactive approach to change it. After your employees solve a customer issue reach them out to ask what their opinions are on customer service.
Send a survey to those customers who recently purchased and include a promo code to motivate them to complete it. Don’t only listen to the customer feedback but make sure to take proactive actions on their advice. If most of your customers complain about website crashes improve it, if they complain about limited payment options add new ones.
4.Make The Customer Experience Easier
Customers love the convenience and finish the checkout process easily. This could make them enjoy their customer experience and choose you over the competition. Offer auto-billing this way the customers can make a purchase without entering their billing information again. Offer guest checkout and take advantage of automation to solve the issues of your customers. They will appreciate it.
5.Be Responsible And Transparent
A simple but effective way to increase customer trust and building loyalty is to be the best at what you do and offer a transparent and responsible service. Do you offer express shipping? Deliver the packages on time, do you accept credit cards as a payment method? Offer an SSL certification and trust signs.
Did your company make a mistake? Acknowledge it and apologize. Support sustainability and inform your community about the changes you are making. Support local suppliers. Those small actions will make your community feel more connected to you.
6.Create a Community For Your Customers
Build online communities on Facebook groups, Linkedin, Forums, and more. You can also gather physical reunions when your customers can meet and share their views about a topic.
7. Offer More Payment Options
Your customers do not fit neatly into a one size fits all box, and nor do their financial situations. Every customer has different needs when it comes to paying for their goods and should be top of mind for all merchants. Not all shoppers have direct access to credit cards and some don’t want the hassle of the debt it brings either. By offering customers various flexible payment options like Buy Now Pay Later from ChargeAfter.com, you are putting the purchasing power back into their hands. The more payment options you have available, the larger your audience will be. This will also help ensure you retain a loyal customer in future. Once they know that your store accommodates their unique financial needs, they are more likely to return in future.
Customer loyalty will make your new customers turn into current ones, repeat their previous purchases, and increase the revenue to your business. It is just about offering the best service or product, prioritizing customer service, expanding payment options, and making the customers feel appreciated.