It's no secret that consumers are a priority for any business. Winning them over is a very challenging task, but keeping them interested in your brand is much more so. Therefore, understanding how to build customer loyalty should be an essential strategy for companies in all segments.
With that in mind, we’ve put together seven practical tips to help you ensure that people continue to buy from you, and we’ll explain why this is so important. Keep reading and check them out!
7. Don't neglect after-sales service
How to maintain customer loyalty?
What are the types of loyalty?
What are loyalty strategies?
Why retain customers?
In general, building customer loyalty means, through strategies, ensuring that they make repeat purchases from your company and become promoters of your brand.
This action is beneficial because, in addition to architects email lists ensuring a predictable source of income, it guarantees more profits and reduces the cost of customer acquisition (CAC). According to Gartner Group , 80% of an organization's future revenue will come from the 20% of customers who already buy from it.
In this way, investing in customer loyalty generates more profits, since those who have had a good experience with the company trust its products and services. This makes it possible to convince them to invest in other items from the brand.
In addition, there is a reduction in costs, because actions aimed at retention are much lower than those aimed at customer acquisition. Another advantage is having a fan consumer, who is always engaging on social media, responding to surveys and recommending the product or service to friends and family.
Want to make sure this happens to your company? Check out these seven tips to build loyalty among those who buy from you.
7 tips to build customer loyalty
Customer loyalty is a task that involves several departments and teams . In addition to impeccable service, it is necessary to work on several channels and strategies.
Check out some practical techniques to apply in your company today!
1. Know your customers
It is very important to know your customers, not only to make an accurate sale, but to draw up successful acquisition and retention plans. Try to get as close as possible to those who buy from you. Conduct research, tests, define personas or use other methodologies that best apply to your reality.
A good strategy is good old-fashioned conversation. Whether in person or over the phone, contact repeat customers and list the main points that catch their attention.
Don't forget to share the information you collect with all employees working in the company. They are an important part of the relationship with the customer .
2. Take care with customer service
There is no way to build customer loyalty without quality service . This will be the first contact the person will have with the brand, so the reception needs to be welcoming and well done.
Also, don’t neglect support. This is usually the time when the customer is trying to solve a problem. Train your team to be patient and empathetic to captivate the consumer with excellent service.
Be proactive whenever possible. Optimized and agile systems ensure a better experience for those who buy from you. To do this, count on chatbots to speed up processes and make customer service more dynamic .
3. Carry out promotional actions and relationship programs
Everyone loves discounts and promotional activities, so use these tactics to build customer loyalty. Some options to put into practice are:
points program: it is a way of rewarding customers proportionally to their purchases, which can be in items or in amounts.
Success milestones: the customer receives discounts or a free month of service after a certain period of relationship.
commemorative dates: on special occasions, such as birthdays, customers receive discounts on products or services.
flash promotions: offering registered customers — on WhatsApp, for example — products or services at attractive prices for a limited time.
loyalty program: give the customer a significant discount or gift after one year of registration with the company.
In addition to these options, there are others, such as games, VIP benefits, partnerships and more! Apply the one that best fits your consumer profile.
4. Identify at-risk customers
This is a very important tip to ensure customer loyalty. There are several signs that indicate consumer dissatisfaction. These signs can lead them to terminate their contract with your company or decide not to buy from you again.
A drop in metrics, such as NPS and engagement on social media, and an increase in complaints, are the main indicators that the customer is not satisfied with your brand.
Therefore, it is your duty to pay attention to this and take strategic action to reverse the situation. However, do not force the person to do anything. Be transparent and ensure a good relationship in a cordial manner.
5. Offer agile communication
As we have already highlighted, fast communication is essential to ensure customer satisfaction. Long service hours, queues, lack of empathy and automatic responses are some of the main complaints that consumers tend to have about a company.
To prevent this from happening in your organization, it is important to value agile communication, regardless of the sales stage . Choose to train employees, invest in technologies and hire the necessary personnel to avoid a bad experience on the part of the customer.
6. Exceed your customers’ expectations
There’s nothing more satisfying than receiving something better than what you were expecting, right? That’s why this can be an effective strategy when it comes to building customer loyalty.
How do you do this? It’s simple: if your brand guarantees delivery within 24 hours, why not do it in less time? Even including small gifts and personalized messages can exceed expectations and ensure a better experience .
Everything here is valid, just don't forget: you may not surprise, but never disappoint your consumer!
7. Don't neglect after-sales service
Many companies believe that the business ends after the customer makes a purchase. However, it is extremely important to pay attention to after-sales service. This is a fundamental strategy for building customer loyalty and should not be neglected.
Many people don’t feel well-served or may have the wrong idea about your brand. So, be sure to contact them after the purchase to make sure they don’t feel abandoned.