When you’re working on building a marketing strategy, you can’t overlook customer loyalty. One of the biggest mistakes new companies make is focusing solely on conversion. Retention and loyalty are equally important, and customer loyalty is one of the key features of a successful business you can’t afford to underestimate.
This post will help you get a better understanding of what customer loyalty is, why it’s vital to your business’s growth and how you can start incorporating it into your strategy today.
Defining Customer Loyalty
Many companies fail to follow up with customer loyalty because they don’t know what it is. After all, if your typical client interactions end with a sale, that’s all there is to your relationship, right? Think again.
Customer loyalty can be defined as the satisfaction that leads to continued engagement, interaction and returns investment. Customers who have had a good experience with your business are more likely to leave a favourable review, subscribe to a newsletter, follow you on social media and come back when they need your services or products again.
It’s easy for people to get distracted in such an over-saturated market. With literal thousands of options at their fingertips every day, people need reliable companies they can trust and return to time and time again. Establishing customer loyalty builds a relationship that doesn’t stop at check-out.
The Power or Loyal Customers
Loyal customers who have only purchased one product from a store or site can still become powerful advertisers online. Word of mouth is still one of the most effective methods of marketing. Loyal customers want to share their satisfaction online and with others, which boosts your brand’s image and drives new leads.
Loyal customers are the backbone of a business’s reputation. Loyalty leads to positive reviews, meaningful interactions and demonstrative proof that your company keeps people happy and coming back for more. This doesn’t just help your business grow, and profit expands, either. It also impressed shareholders, attracts new customers and increases your company’s potential exponentially.
Think Quality, Not Quantity
The first step toward improving customer loyalty is to focus on interactions, not transactions. How many of your sales are meaningful? Does your product’s value proposition only carry people through the buyer’s funnel? If so, it’s time to consider how you can improve your customers’ experience to encourage continued loyalty.
If your business converts 100 new clients in a month, but none of them returns, you’ve only achieved a one-time profit. There’s no furnace you’ll be as successful the next month. But if your business converts only 25 new clients and all of them return, you’ve potentially doubled or tripled your profit.
Begin with Experience
Consider your business’s user experience. Would you enjoy being a customer with your company? Customer loyalty starts with great customer service. The ability to reach out and contact your business at any time, find solutions and get any answers they need leaves a lasting impression on customers.
Learn about the top trends in customer loyalty in 2019 to start revamping your own strategy today. You’ll be amazed at how much more effective your own business becomes when you consider how to maintain and keep a customer’s loyalty after closing a deal.