Every smart business will recognize that keeping a loyal customer base – ones who not only keep returning to buy from them again and again but also recommend others to do the same, is invaluable. If you can not only entice a person to buy from you once, but to do so repeatedly you can start to rely on that customer, you can begin to make predictions, and the more loyal customers you have, the more you can get excited about your company growing and expanding exponentially.
So why is creating that emotional connection and nurturing your customers so important, and how do you do it?
1 Work on long term value
A loyal customer has lifetime value, and if your customers return to you over and over you can try to predict how much value you can expect to gain from them through the years. A smart marketing plan will work tirelessly to improve customer lifetime value. Schemes such as loyalty programs, and listening and acting on customer feedback are crucial.
2 Learn from your customers
If you want to gain loyal customers, you need to understand things from their point of view. Every decision you make should be considered for the customer. How will it affect them? How will it meet their needs better or improve their experience? Businesses should continuously research their customers, ask them questions, listen to them and learn from them. Using customer data can help you better understand your customers, and by simply communicating with them and taking on board what they say, you can learn a lot.
3 Make your website accessible
If you don’t make your website completely accessible, you are really missing a trick. The Centers for Disease Control and Prevention states that 1 out of 5 Americans has a disability. If your website doesn’t cater to everyone, you could be isolating a vast potential customer base. The smoother and more intuitive you can make your website the better, but also consider specific disabilities and make sure that your site caters to them too. This shows that you are thoughtful, that you care about being inclusive and that’s something that everyone can admire.
4 Ensure brand consistency
If you want to create a loyal customer base, you need to make sure that your brand stands for something. Your brand is your voice, and it should be a powerful and instantly recognizable one. Try to centralize all your marketing efforts so they are consistent and when your customers receive them or notice them, they’ll immediately think of you.
5 Up your customer service game
At the heart of every successful business are satisfied, loyal customers. You need your customers to love what you do and the products and services you offer. They want you to take responsibility for any mistakes and rectify them and learn from them. If you are responsive to feedback, demonstrate care and problem-solving skills and always strive to deliver on promises and give personalized attention, your customers will be impressed and want to keep coming back for more. Negative reviews or comments on social media can damage your brand and put new customers off so try to resolve issues and make sure you build deep, emotional, positive connections with your customers to ensure they remain loyal to your brand.
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