8 Ways to Build Customer Loyalty

8 Ways to Build Customer Loyalty All customers are created equal; but some are more equal than others. Studies have shown that it can cost up to three times more to attract a new customer than to keep an existing client on the book. But of course, just because they’ve used your service once, that doesn’t mean you’ll always be in their good books. Below, we take a look at eight ways you can build customer loyalty. Cement your relationship with them, and they’ll always be coming back to give you more business. Don’t Take Them for Granted A company should never take their customers for granted, and especially when they’re regulars. Sometimes, standards can begin to slip when you get used to talking with them on the phone, or seeing them walk into your store, or talking with them on the phone, especially if you get to know them on a level that’s slightly deeper than surface pleasantries. When you’re in business mode, you should endeavor to give every customer the same great experience, whether it’s their second or hundredth time using your services.   Customer Only Deals There’s nothing more frustrating for customers who use a service to see great value deals only available to new customers. It just shows that the company only cares about making money, no matter what they might say about valuing their customers and so on. And really, can you blame them? Why should a person who has been using your service for two years be paying more than someone who has just signed up? Though you don’t have to do it all the time, consider offering special deals only to your existing customers. If you have a ‘monthly charge’ service, you could even consider rewarding their loyalty by say, waiving the fee during the month of their year-long anniversary with you. Throw in Freebies Everyone loves surprises. If you order something from a store, and your package arrives with someone else in the box that was included for free, don’t you automatically have a positive impression of that company? Sure you do. These small bonuses don’t have to cost much or be overly grand, either; they just have to be free and useful or enjoyable. You could order custom USB drives branded with your logo online, for example, or a smart toy (we’re thinking Rubiks cube). Your customer won’t be expecting it, so will be pleasantly surprised, and if the item has your logo on the side then your company will never be too far from your customer’s mind.   Human Connections A lot of businesses are beginning to integrate AI into their operations, and it’s true that there are some benefits to going down this route. However, it’s possible that relying too heavily on non-human service providers will bring a few problems, too. For starters, your customers might be less inclined to be loyal. Why? Because it’s hard to feel loyal when you’re not making any connections, and it’s hard to make connections with a robot. You shouldn’t underestimate the power of human connections! When it comes to your customer services department, for example, you can use automated systems to direct the call to the right department, but ultimately your customer should be speaking to a real, live human! Get Their Opinion Your company exists for the benefit of your customers, not the other way round. So it makes sense to give them what they want! One of the best ways to do is to get their opinion on, well, everything, and then tailor your operations to meet their needs. A customer who gives their opinion and then later sees that the company has not only listened to what they had to say, but also acted upon on, will naturally feel closer to that company. And of course, your business will improve as a result, too. Individual Accounts If your customers access your services via the web, then you have a terrific capacity to individualize their experience when they’re on your website. For example, let’s say you have an online store. By using cookies and login systems, you can ensure that the products they see when they visit your store are relevant to them. You’ll also be able to offer them products that are related to the products they’ve already bought, and all-around tailor their experience. They’ll feel much closer to your company if it feels like they’re landing on a website that was designed with them in mind, rather than for the masses. Host an Event It’s a wonder why more companies don’t hold events for their customers. They’re really effective, fun, and can also help bring new customers on board. So what type of event would be suitable for your business? Well, it depends on what type of company yours is. If you’re young and hip, then something young and hip let’s say, an outdoor BBQ with live music would be appropriate. If your target audience is older, then something a bit classier might work. You can also go down the ‘related them’ idea; so if you sell, say, outdoor gear, then you might host an event that teaches people how to camp in snowy weather, What’s the Incentive? Finally, you should ask yourself what incentive there is for your customer to be loyal. Why should they stick with you rather than go with a competitor? Going down this thought channel will help expose any weaknesses in your business, will show you where to focus your energies, and will drive you to create a better relationship with the clients who have made your business what it is. Final Thoughts In the age of hyper-competitiveness between customers, you need to do everything within your power to keep your customer’s on your side. By treating them well and making sure they know that they’re valued, you’ll be creating a mutually beneficial relationship that, with a bit of luck, will last many a year to come. Never forget that your loyal customers are the backbone of your business success!