Without mastering and increasing customer loyalty, no venture can succeed. Converting one-time buyers into loyal customers is that X-factor that holds a business together.
But, ongoing self-promotion and sales pitches can only take you so far. When it comes to inspiring loyalty, there are no shortcuts.
However, that doesn’t mean you’re powerless. With the right strategies and tactics in place, you’ll be able to gain your customers’ trust. Here are the five fundamental strategies to help sky-rocket your customers’ loyalty to your business…
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Develop a Value Proposition
First, you must explain in detail what your brand is about and what it stands for. It’s better to target specific client personas instead of writing general propositions. To confirm you have a compelling, one-of-a-kind proposition, do competitive research.
And, if you want to be sure it echoes with your targets, you can conduct some A/B testing. It’s a method in which you compare how two different versions of marketing work in order to see which one is better.
People should be inclined to hire your services or buy your products upon reading the crafted text. You’d want it to resonate with your brand’s mission and make your target audience want to be a part of something bigger.
When writing your value proposition, focus on the following:
When it comes to reinforcing your brand’s credibility and authority, this is one of the most effective tools.
Basically, the positive influence you exert online is your social proof. Sharing infographics and statistics published by reputable sources is one of the ways to carry out this vital task.
You can also entice your clients to write testimonials and reviews on Facebook, Google, Yelp, etc. Naturally, you need to give them good reasons to write positive reviews. Try to connect with eminent influencers in your niche and work on getting some solid celebrity endorsements.
Though don’t worry – you don’t need A-listers. Partnering up with local celebrities or trustworthy figures in the industry can get you far. Then, you can use various online tools that allow you to collect and analyze customer feedback from all over the internet.
You can also directly ask your customers. For example; by telephone, a survey straight to their email inbox (EDM) or even when they come in-store or complete their online purchase. Come up with the right questions and see what makes them happy (and what will make them come back!).
Build an Engaging Community
This community fostering strategy encompasses a multitude of methods. You can cultivate a loyal community of customers by employing booming social channels. Social media allows you to tell your story via a steady stream of images, videos, articles, comments, and posts. Just make sure you tell it every day.
But don’t turn it into a monologue. You want your community to actively take part.
The renowned ‘game of chance’ portal AskGamblers, is a great example of how to inspire customer loyalty. AskGamblers have created a community as the backbone to their business.
The community in itself is a loyalty-program. Members are rewarded for interacting with each other. By inviting friends, posting on the forum, playing games, uploading screenshots, and writing reviews, their devoted members earn loyalty points.
Members of AskGamblers are able to unlock achievements and reach new levels through a fun, engaging adventure. With the inclusion of top player leaderboards, members can compete with each other and gain prestige within the community. The best part – it all takes part in the brand’s native platform.
Naturally, social media is important as well. But, if you’re able to create a community on your own platform, you can expect even better customer retention. Everyone likes the feeling of belonging to their very special VIP group.
Do you have an army of people that have connected with your brand? Great!
The next step: help them connect with each other.
By giving them a voice on your platform, you’re reminding them that they’re not just there to purchase a product or service, but that they are gaining an entrance into a community of like-minded individuals.
Almost every single eCommerce website features a banner that highlights a time-limited promo. The concept is pretty straightforward: a customer has to make a purchase within a certain timeframe in order to gain certain perks.
You can offer discounts or gift items. Moreover, you can add a promotional gift card to the customer’s shopping cart. The gift card will bring the customer back and the time-sensitive promo is sure to boost conversion rates. The benefit is twofold.
Ensure Great Customer Service
Make an effort to see your company through your customers’ eyes. Nothing breeds loyalty like quality customer service. Be available to your customers day or night and present accurate contact information clearly so they don’t become frustrated.
One of the best ways to provide around-the-clock customer service is on social media. Respond to social media chat requests and, if possible, set up a live chat option on your website. When a customer has a question, they expect you to answer within four hours.
‘Instant everything’, including customer support, is just one customer loyalty trend that we have predicted to be especially hot in 2020.
By improving your response rates, you’ll boost customer satisfaction. You could even turn dissatisfied customers into loyal fans of your brand.
For the best results, embrace responsibility and transparency. Modern customers are sure to respond.
In the age of information, it’s key to shed some light on how you, as a business, do things. By implementing these strategies, you’ll create a bulletproof customer experience.
Emma is a business strategist-turned blogger. She lives in Auckland, New Zealand. Emma is a passionate traveller and yoga aficionado. She is in love with coffee, interior design, books, and good vibes. 🙂
You can find Emma on twitter here.
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