About 77% of brands can disappear tomorrow and consumers won’t care at least according to one report by Havas that studied consumers’ emotional connections to brands. Client loyalty is crucial for business success.
Still too frequently companies neglect the customers they have in favor of going after new buyers.
The result is high customer churn, lower return on investment (ROI), or you guessed it more consumers who care less about you than you do about them. But it should not have to be in this way. A strong consumer retention program may help you build emotional connections with your customers that’ll have them coming back time and time again.
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Provide Loyalty Incentives
Users are more probably to return to websites that they have had successful interactions with. But even if they’ve bookmarked it, they can get lost in digital searches. You want to motivate them for returning to your website by creating programs that reward them for their loyalty. The higher the rewards, the better the business. Here are some tips that’ll bring you tangible results:
- Understand the analytics that affects customer loyalty
- Send out free swag and books
- Offer the product with some relevant offer
- Provide customer discounts for events or local meetups
- Use a tier system to reward primary loyalty or encourage more purchases
- Structure non-monetary programs about your customers’ values
- Build a useful community for your clients
Encourage Customer Feedback
The key to building a loyal client base is to understand whom you’re serving in the first place. Customer reviews at the end of each support session, such as a chat and a video call is a good start. They help you gather high contextual feedbacks that deliver comprehensive information. Consumer feedback and loyalty go hand in hand. Best reviews will drive more prospects to your business. A matching level of client service will convert them into customers and the satisfied consumers will leave good reviews again, thus completing the chicken-and-egg cycle of customer retention.
Here are some tips to get more customer reviews:
- Ask some right questions from the right person
- Send reviews forms via emails and have a dedicated page on your website
- Use Net Promoter Score (NPS) and survey results
- Send “thank you” notes after support sessions
- Arrange regular social media polls and then tie them up with contests
Leverage Next-Gen Technologies
You want to give your customers a reason for being loyal. Adopting the latest client support technologies is the best way to begin. Customers have moved past traditional channels of support, like email, and there looks to be a new winner in town real-time video communication. Innovative technologies are now winning the game. For example, co-browsing is one of the hot entries nowadays that helps support agents extend real-time support to consumers. Agents may remotely take control of the browsers of customers as well as solve their queries for them. Thus, customers do not have to go through the hassle of explaining their problems through simple audio cues. At a similar time, they have complete control over the extent of sharing. This enables them to keep their privacy intact or place more trust in the support procedure. These kinds of technologies humanize support activities, as well as personalize them for the best client experiences.
The old saying goes that people need to do business with people they know, like, or trust. The knowing or liking is simple. The trust is the difficult part. Earn the trust of customers by creating a consistent as well as predictable above average experience all of the time. Consumers want to know what to expect. No surprises. Consistency is important. When they trust you, they’ll continue to do business with you.
Break Down Your Customer’s Loyalty into Bite-Size Chunks
Some people think consumer loyalty is about a lifetime. Well, it is not. The goal is about a lifetime, as well as a lifetime is a long time. How do we get a client to be loyal to us for a lifetime? That is big. Let us make it simple. Instead of a lifetime, concentrate on the next time. Every time. So, ask yourself what I call the consumer Loyalty Question: What’re you doing right now to ensure the customer will come back the next time he or she needs what I sell? Think next time, every time, and it can turn into a lifetime.
Focusing on making clients loyal to your brand cannot be a simple task, but it pays off big dividends. They’re more probably to become your advocates of the brand on their social channels and among their friends. By understanding what makes your clients tick, trying out new retention plans, and doubling up on what works, you can leave behind an impression that can last a lifetime.