In order for companies to be ahead of the competition and to encourage consumers to repeat business, companies must be able to provide consumers with what they seek. Keep in mind that generating business from a customer who has previously done business with the company before is simpler and less expensive than acquiring a new customer.
Below are 5 how-to tips to build brand customer loyalty:
- Provide exceptional customer service: Customers are vital to an organization, which means that being able to provide exceptional assistance to consumers will provide them with a sense of issue resolution and feeling of satisfaction. As a result, consumers are more likely to post/share on social media or other channels the positive experience that they encountered with the organization, even if they had a bad experience with the product. According to 2010 Right Now Customer Experience Impact report, stated that 9 in 10 Americans are willing to spend more with companies they believe provide excellent customer service. Overall, being able to provide exceptional customer service will set your organization apart from the competition.
- Communicate shared values with consumers: Most consumers are not loyal to companies, but to their actual beliefs. A Corporate executive Board (CeB) study published by the Business Harvard Review, stated that out of 7,000 consumers who said that they had a strong brand relationship, 64% cited shared values as the primary reason. Being able to connect with consumers on a personal level relationship is crucial to building a brand loyal consumer basis. The best way to connect with consumers is to demonstrate the organizations purpose outside of making money, as well as engaging consumers in such beliefs. Zappos, an online shoe and clothing shop, builds their core value around impressing consumers with their priority of exceptional customer service towards consumers.
- Keeping quality high: Organizations that are able to provide quality products at reasonable prices are more likely to have continued business. Consumers are more prone to purchasing from a store that sells quality products, rather than a store that sells a product that will not last the expected time. Amazon is a online retailer that has excelled in providing excellent quality products at affordable prices, such as the Amazon Kindle.
- Engage consumers: The best way to get consumers involved in today’s business world is through the use of social media. With that in mind, organizations that are able to listen to what the consumer wants and needs and is able to receive feedback using social media channels will be more prone to providing the consumer with what they want, thus satisfying their needs and building relationships. Being able to get consumers involve in your brand is an advantage for any organization. McDonald’s is a good example of a company that has been actively listening to consumers and it’s switching up their culture in a way, a more consumer oriented way.
- Loyalty programs: A loyalty program is a means to keep track of the amount of purchasing a consumer has had with a given marketer once some level is reached. At which point, once a certain number of purchases or points have been accumulated a reward is given to the consumers. The rewards could range from free products, discounts, and other forms of incentives. A loyalty program builds an incentive for consumers to continue doing business with the organization. Keep in mind however, a loyalty program will not be effective if the above tips are not taken into consideration. Starbucks is a company that does well at providing loyalty program rewards for consumers, such as free drinks and other products based on points accumulated.
Hopefully if you are planing to start your own business and/or manage one at the moment, put to practice the above tips that are sure to help your business grow by building customer loyalty!
The Consumer Biz World 