Warm up your customer base with Brand Loyalty!
It’s much easier to sell to a warm customer base that already is familiar with your service/product or currently engages with your business, whether it’s online or in person.
Did you know it costs 500% more to acquire new customers than to keep current ones? Instead of acquiring new customers for your business, focus on retaining the customers you already have. Loyal customers can become ambassadors for your brand because they already know they prefer your brand over the competition and can refer you to others.
Evaluate your interactions with your current customer base. A few things to consider when trying to keep a connection with your customers.
Do you have a client database with email addresses? Owning your data is crucial when it comes to marketing your services or products.
Do you have direct ways to communicate with your clients via your website or social media? Crafting a response when your customers contact you through chat to let them know when they can expect your response, help assure them you are listening.
Follow up and Follow through! Make sure your customers understand they are your #1 priority. Communication is key!
Thank them for their business. Let your customers know you appreciate them. Offering a customer appreciation discount or other incentives helps them build loyalty to your brand.
Ask for referrals. The best customers are referral from other customers. Don’t forget to ask for Google and Facebook reviews!
How do you create brand loyalty?
Branding transcends the customer experience through the look, feel, and tone of the business. Clarity, conciseness, and consistency are important for the success of your brand. The communication process should be consistent and easy to understand on all platforms.
Customers want to follow your brand story and connect with it. Customer service and community building are top priorities for a customer to purchase from a business again. Loyalty programs and exclusive deals or communication also lead to retaining loyal customers. Social media can control how customers see your brand story and communication skills. Anything you write on social media is public, so everyone can see your interactions which impacts whether customers trust your brand or not. Take time to monitor and respond to customer service requests. If you manage multiple accounts, we suggest using a social media management platform and building an automated response to instant messages. Creating templated responses to common issues can lead to a brand standard as well. Don’t overlook regular comments on posts because responding builds trust, which leads to loyalty.
Did you know…
55% of customers now trust companies less than they used to
81% of customers trust recommendations from family and friends over those from companies
93% of customers are likely to make repeat purchases with companies that offer excellent customer service
82% of customers rate an immediate response (30 minutes or less) as important or very important when they have marketing or sales questions, and that percentage rises to 90% with support questions
90% of customers are likely to purchase more than once
Once you create a community of loyal customers, they can leave positive feedback and refer you to other customers. Prioritizing loyal customers will reduce the amount of hard-selling in the long term and create less maintenance on all platforms.