Studies show that customer acquisition costs 5 to 25 times more than customer retention. So, it makes business sense to focus your time, energy and money into turning your current customers into fans, advocates, promoters and ambassadors.
You want customers to feel like they’re a part of your brand; which isn’t easy, but it can be done through consistent marketing and branding. The company that does this the best; in my opinion, is Apple.
I can’t tell you how many times I’ve heard someone say, “I’m an Apple person”. I’m sure you’ve heard someone say this too and often they’ll go on to tell you why they are so loyal to Apple… whether you asked them or not. LOL
This is the type of impact we should all be striving for with our companies. We want people to be enthusiastic when they are telling others about our product or service.
I’ve been told that no marketing will ever be as impactful as a current and happy customer speaking to a potential client on your behalf.
Here are 5 tips that will help you build brand loyalty that keeps customers coming back and telling others about you.
Customer Service
Everything starts and ends with customer service. Encouraging customers to become repeat buyers begins with their first interaction with you and your business. So, if you have a staff, it’s imperative they understand the importance of customer service.
People are looking for great experiences. Not only do customers pay attention to prices and features, but they are also taking into account how they felt when they were making their purchase. This is usually due to the interaction they had with you or one of your staff members.
Consistency
Your customers should have a similar feeling every time they interact with you and your brand. From the people that work there, how they dress, their attitude and so on, it all goes together.
Of course, you want your initial interaction to blow their socks off, but we want to continue to wow them even after the transaction has taken place. The best way to do this is to engage with them and keep them abreast of what’s going on with your company.
Sending your customers some information helps you stay on their minds. This acts as a constant reminder of the wonderful experience they had and encourages them to tell others about you.
Customer Engagement
Make engagements conversational. Use your email and social media to keep customers updated on new developments, discounts, special deals, and the steps your company intends to take in the future. Also, encourage them to share your information on social media. The more they share your information, the more they will feel like a part of your organization.
Many companies like to add their client’s pictures to their customer testimonials. For a client to have their face showcased on your websites tells them that you value them and their feedback.
Value
To create value, you must have a clear understanding of who your ideal clients are and what they like. Set standards based on their interests and meet or exceed their expectations.
For example, personalize any information you send your clients. If you’re sending an email, use their name. Most email marketing platforms allow you to easily do this. If you want to take it a step further, send them handwritten notes. This shows the customer that you are willing to go the extra mile to deliver top-notch customer service.
Feedback
Successful business owners know how to take constructive criticism and make improvements. Not only should you correct your mistakes, but you can even improve in areas where you are strong.
This is not the time to get into your feelings. Having the appropriate reaction to constructive criticism will help you get repeat customers.
Conclusion
Speaking of feedback, I’d love to hear what you have to say. Did you like the article? Will you be incorporating any of these tips? Did I leave something off the list? Leave me a comment below.