Increase Customer Loyalty Online in 5 Easy Steps
Repeat business is certainly where it’s at – we recently explored that very topic in this blog post. 61% of small to medium sized enterprises said that more than half of their revenue comes from repeat customers, yet still so much focus is put on reaching and engaging with new consumers for better business success. Loyalty is the key to not only getting customers but keeping them for the long term, with the relationships established leading to that coveted repeat business that every company craves.
According to Marketing Tech Blog, loyal customers are worth 10 times more than their first purchase. But, just like finding customers, keeping them coming back for more isn’t easy. Loyalty isn’t generated, it’s earnt, yet there are still a few steps you can take to boost loyalty throughout your customer base.
- Put the customer experience first
Whilst generating revenue is the main aim of entering the business world, putting your customer and their experience first will reap more than just financial rewards. Lifelong customers will appreciate a great customer experience, whether that’s delivered in store or online. Make sure you always strive for excellent, transparent and supportive customer service, and customer loyalty will follow. With your customer service offering, always aim to exceed expectations, with new and existing customers alike.
- Create a community
The possibilities for creating a community around your brand are endless thanks to the digitally driven age in which we live. Social networking in particular provides the perfect platform for creating a community as well as an effective way to start and continue the conversation with your customers. User generated content works well here, and shows that your company cares about the insights of your customers and their interactions with you.
Finding the right social network for your community is of course key. You want to choose a platform that your audience uses and really engages with.
- Stay in touch
As well as using social media to interact with your audience on a regular basis, email marketing is a great route for you to keep in touch. Whether you’re sharing news about a new product or service that may be of interest or gathering feedback regarding a recent purchase, a well-timed, carefully crafted email is the way to go.
- Keep it personal
A personalised note, whether delivered via a social media post or email marketing campaign, can go a long way in helping you connect with your customers. According to a recent study, personalised emails in particular have a transaction rate that’s six times higher than their generic counterparts. Your customers will appreciate personalised messages, making the chances of securing their loyalty even higher.
- Put your expert hat on
Being the expert in your field can inspire loyalty in new and repeat customers alike, yet still so many businesses aren’t doing all they can to capitalise on this. Your company blog offers the perfect starting point, so don’t be afraid to write about key topics within your industry and common customer queries to get ahead. Working with other influencers within your industry could also up your authority.
Want more top tips from our team? Check out our blog and social media channels for the latest.