The loyalty of your customers may sometimes be readily apparent; they will return to your business again and again to engage and transact with you, and before long, they will be one of your regulars. But getting customers to be loyal to your product or service is easier said than done. There is, after all, a lot of competition out there, and it’s up to you to find the means to engage and encourage them to be loyal. But whilst you can always spend a tonne of money on a broad marketing and advertising campaign, sometimes it pays to be there for them when they need you. Having a good relationship with your customers can drive loyalty. But how can you have a good relationship with them? What are some concrete things you can do to encourage and increase loyalty? Here’s your list of easily actionable ways to improve and enhance the loyalty of your customers.
- Excellent customer service should be your top priority
Did you know that almost 76% of consumers think that a business’s customer service reflects how it values its customers? It follows that you have to focus on providing them with excellent customer service – at all times. Customers can easily make judgment calls if something isn’t right, and they will evaluate you every time they transact with you. When customers stand in a queue, contact you about a damaged product, return an item, have queries on social media, or interact with an employee in your shop – they have their eye on you and how you deal with them. It’s not that difficult to provide excellent customer service, either. Your staff should be as friendly as possible, efficient, and helpful, and your team should be readily available. Make it a point to answer queries promptly, even if these queries are on social media.
- Give them rewards
This may already be obvious, but rewards make an impact. This is why they are used again and again, as confirmed by a key customer experience consultant focused on engaging loyalty. You can reap big rewards when you give rewards – it’s as simple as that. Loyalty programmes always work, and you can present customers with exclusive offers, gifts, and discounts. In fact, according to research, 76% of female customers and 72% of male customers tend to shop at businesses that provide loyalty programmes!
These B2B loyalty programs are one of the best things you can do to make customers feel appreciated while doing business. They have chosen to spend their money on you, and when you validate this choice with a loyalty program, it makes a world of difference.
- Ask for suggestions – and listen
People love giving advice, even if it’s unwarranted. But that’s just how it is, and you can make it work for you. You want to show your customers that you are a mature business that can take whatever advice they give, and this is where customer feedback plays a significant role. Make an effort to ask for feedback – and listen to that feedback. For example, if your customers don’t like your shop’s layout, fix the layout. Once you have made the improvements – and this is where you can start reaping the rewards – tell them about it. Customers will feel great about the changes you’ve made based on their suggestions and advice, and you’re effectively strengthening their loyalty in more ways than one.
