How do you make your customers loyal to your brand?
In the era of highly competitive market, customer loyalty has been a corner stone of businesses in order for them to gain more profits and stay in their respective industry, no matter how small or big the business is, making your customers loyal to your brand or business is an essential part of your strategy.
But first things first, despite the importance of customer loyalty, you first need to establish credibility. Well, you cannot make a loyalty program work without any customers. Focus on building your product and service and be sure to provide the best possible product or service to your customers. Customer journey always starts with acquisition, once they get in ensure to satisfy and delight them, and that’s where they’re loyalty journey begins.
Customer Loyalty is long term process that needs to be tweaked every now and then, there is no one-size-fits-all approach and should always be aligned with your business objectives. Customer experience is the key ingredient to any loyalty program in order for it to be successful. You have to understand their needs and not just base your strategy on your own or team’s preferences.
One frequent question that you can hear from the industry is the need to go digital with their loyalty program, web and mobile app. Well, a simple answer to that is: “it depends on your business goal and type of customers.” Starbucks is one good example for this one, in the era of most business are going digital, they still prefer to use card, mainly just to provide more options to their already loyal customers. So what have they done so far on their loyalty strategy, “personalized experience.”
So, if you just started up your business or planning to take the next level on your loyalty strategy, remember one thing: Customer Experience is the key.