In the modern age, all companies face the same challenge: keeping customers loyal.
Customers are a tough group of people to please, no matter which industry you’re in. At any moment, they can switch to a competitor brand without even thinking about it, leaving you to pick up the pieces.
Apple customers can try Android.
Audi drivers can purchase BMW models.
Nike wearers can change to Adidas or even Reebok.
You get the idea – the business world is a giant force when it comes to competing for customers.
Therefore, you need to put both time and resources into boosting your customer loyalty. Whether you’re a start-up company or a successful medium-size organisation, this is absolutely essential.
Fortunately, there are hundreds of interesting and effective ways in which you can make your customers happier and keep them on-side for years to come.
All you need to do is follow the advice in this easy-to-understand guide. By the end of it, you’ll know what it takes to:
- Keep customers loyal
- Increase your brand reputation
- Gain a stronger foothold in your industry
Ready? Let’s begin.
Use a Customer Relationship Management System (CRM)
Firstly, your business needs to invest in a CRM.
What is a CRM System?
A CRM is a type of software system that enables businesses to easily keep track of their communications with customers.
Benefits of Using a CRM System
This is great for a number of reasons. Primarily, it will allow your business to keep your sales, marketing, and customer service data in one, easy-to-manage place.
In addition to this, it will change the way you communicate with customers for the better. You’ll no longer be sending last-minute clunky emails or forgetting which employees spoke to which customer. Instead, everything will be right there in front of you for employees to see and access.
Also, it’s important to mention that a high-quality CRM system will also help to protect your customer data more securely. In an age where cyber-attacks are all too common, this is something you can’t put a price on. When your customer data is better protected, so is your industry reputation.
Make sense? Perfect. Now, let’s move onto the next tip.
Collect Digital Customer Feedback
Currently, this is the age of high customer expectations.
Modern customers expect and demand a lot – it’s a fact. Therefore, they want to feel listened to!
One of the best ways you can show appreciation to your customers whilst also gaining practical data is by collecting feedback from them.
These days, it’s best to collect feedback digitally rather than in-person, as it’s much more convenient.
You can collect customer feedback in a variety of different ways. Here are some popular examples that most big brands use:
- Social media surveys
- Email questionnaires
- Chatbots
- SMS surveys
- Video camera consultations
After collecting customer feedback, you can then analyze the data to identify potential trends.
For example, you might discover that customers want you to lower your delivery charges. Alternatively, they might want you to extend store opening times.
When you identify a trend, it’s down to you and your business analysts to make the correct moves and implement new strategies. Then, after customers see that you’ve taken action from the feedback, this will automatically boost their loyalty to you.
Also, when you get positive feedback in a specific area, don’t assume that this area should be left alone. Even the parts of your business that customers rate the most can always evolve into something better, whether it’s product packaging or your customer service levels.
Start Email Marketing
Next up, is email marketing.
Communicating with customers is key to being successful with them.
However, modern-day customers don’t want you to harass them with unannounced marketing calls.
Instead, they expect to receive emails and texts from you regarding:
- Upcoming sales and events
- Giveaways and competitions
- Coupon codes and other incentives
When customers receive marketing messages that are of genuine value (and don’t come across as ‘spam’), then you’re doing it right.
How Can My Business Build an Email Marketing List?
Naturally, you can’t email customers unless you have an email address list to work with!
So, here are some of the best ways you can collect customer emails:
- Website popups that advertise special offers
- Social media feedback and offer forms
- Newsletters
- SMS opt-in campaigns (for example, you can text customers letting them know you have an upcoming giveaway that requires entry via email)
As your email list builds, you’ll have a greater marketing source to work with.
Create a Loyalty Program
As the name suggests, creating a loyalty program is an excellent way to boost customer loyalty!
Nowadays, most modern brands have some kind of loyalty program for their customers to join. This will usually involve them creating an account online and paying a monthly fee to get access to certain benefits, such as discounts on particular products.
Alternatively, loyalty programs can work by customers purchasing products to accumulate membership points. Further down the line, these points can be used to buy products online or in-store.
Customers love loyalty programs because it offers them the opportunity to experience extra benefits while also building a relationship with a brand they like.
Focus on Customer Service Channels
Lastly, make sure you have various customer service channels. This way, you can minimise complaints and keep your fans happy.
Ideally, you should provide customer service through:
- Text
- Phone
- Webchat
- Social media
By covering all these bases, you will keep the vast majority of your customers satisfied. Whenever they have an issue or query, they can choose the customer service channel that’s most suited to them.
In 2022, younger generations prefer to contact companies through either email or direct messaging on social media. This is why you now see thousands of brands respond to customer complaints through DMs on Twitter, Facebook, and Instagram. Moving into the future, it seems certain that social media platforms will be the key drivers behind customer service and boosting brand loyalty!
