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Improve customer loyalty

Studies have shown that it costs 5 times as much to find a new customer than it does to keep an existing one. Finding new customers requires spending for advertising, promotions, website maintenance and social media. So understanding what your existing customers want and delivering it to them effectively is the best way to retain customers and grow your business. Tools available to help retain customers include loyalty schemes, customer data capture, sales incentives and seeking feedback from customers - both good and bad.

What is Customer Loyalty?

Customer loyalty is all about attracting the right customer, getting them to buy, buy often, buy in higher quantities and bring you even more customers. However, that focus is not how you build customer loyalty.

 

  • Keeping in touch with customers using email marketing, social media, Christmas cards etc.

  • Treating your employees well so they treat your customers well.

  • Showing that you care and remembering what they like and don’t like.

  • You build it by rewarding them for choosing you over your competitors.

  • You build it by truly caring about them and figuring out how to make them more successful

 

Customer loyalty & data protection

Provided customers have 'opted in' you're fine. You will need customers’ details to be able to contact them and as long as they give you permission you will have no problems. You'll also need to ensure they have the option to 'opt out' at any point.

Managing complaints

Effective complaint management is essential when building customer relationships. A single, integrated complaint handling system makes it much easier to have a single view of the customer - and the entire customer interaction - from start to finish.

Automation can make this entire process even easier and much more cost effective, without any negative impact on the consumer. Hiring more staff to deal with customer service is expensive and the time required for training is typically very time consuming. The right technology, however, can help to streamline and automate key customer services process and therefore help to cut down response times.

Show Changes You’ve Made

When you make a change based on a complaint or a suggestion, tell them you made changes. This gets them to feel like they are in control. This will encourage them start to emotionally take ownership of your brand and what it stands for.

Use social media to improve customer loyalty

Since the majority of people in the country are constantly on social media sites at all hours of the day, companies realized that they had a whole new market to reach. But how would they do it without slameless promotion? With social media sites like Facebook, companies from every industry are gaining from a new found connection with their customers. Since people are constantly updating their activity streams and current states of being, businesses are also able to update their clients and loyal customers with special discounts, offers, and marketing endeavors.

Social media is changing customer loyalty programs by identifying problems through monitoring what people are saying about their brands. They also join the conversation to show that they are listening, to clear up miscommunications, or to add clarifications.

 


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