9 Tips to increase the base of Loyal Customers

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9 Easy Steps to increase the base of Loyal
Customers
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Introduction

• No one can deny the importance of using the
  marketing strategies to attract new prospects as
  they are vital for the expansion of a business.
• However, more important is sustenance in any
  field and for that nothing can beat the magnitude
  of customer advocacy and repeat business.
• That is why companies are lately giving more
  stress on improving customer loyalty and are
  ready to adopt strategies that can drive customer
  loyalty.

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Understanding Customer Loyalty Its Emotional
Connection

• When customers favor your brand over the other,
  it indicates that they are loyal to your brand.
• This behavior and attitude from the customer are
  generated when you succeed in making an emotional
  connection with them through quality customer
  experience and smart marketing approach.
• Only a satisfied customer can remain loyal to
  your brand whether it is a product or service or
  both.
• Familiarity with the brand can be one reason why
  people remain loyal and it is because your brand
  has managed to earn a good image in the eyes of
  the customers.
• A company that fulfills all its corporate social
  responsibilities succeeds in gaining a soft
  corner in the heart of the customer thereby
  stimulating long years of association (loyalty).

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Why Is Customer Loyalty So Important?

• The marketing figures put forth by the Gartner
  Group suggest that 20 of existing customers
  produce around 80 of the profit for the company.
• It means that even if a company does not succeed
  in attracting new customers, the existing
  customers can still ensure that the company
  reaches its target.
• And a happy customer who continues to purchase
  your product also recommends it to others thereby
  automatically generating a flow of new buyers for
  your brand.
• More often the purchasing decisions are driven by
  emotions.

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• The first-time purchase is always a practical
  decision.
• However, when a particular business transaction
  is successful, it generates customer loyalty.
• Happiness is the driving factor and hence every
  business house must ensure that they maintain
  this level of satisfaction and happiness and
  stop the possibilities of deterioration in this
  relationship.
• Here are a few emotions or states of mind and
  situations that play a key role in driving
  customer loyalty

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Gratitude And Appreciation

• Both gratitude and appreciation go hand-in-hand.
• Whenever customers feel grateful they become
  loyal to your brand.
• Making the customers feel appreciated and
  important leads to a feeling of gratefulness
  which ultimately enhances their trust in your
  product.

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Comfort Level

• Although this directly does not make an emotional
  connection, it does influence a customers
  decision whether to buy your product again.
• Whenever customers are comfortable with the brand
  image of your product they will positively think
  of buying it.
• It is quite common for people to use a recognized
  brand knowing that it can be safer than the other
  unrecognized or unidentified ones in the market.
• A customer is reluctant to come out of his
  comfort zone and try out something new.
• And this does not hold true only for big
  businesses.
• Nowadays, the smaller businesses having stronger
  impact and ties with the local community can
  outperform even the larger businesses in their
  particular area as these customers are more
  comfortable with their local/regional product.

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Standing Out With Surprising Factor

• Who does not like surprises?
• If you want to ensure that your business stands
  out from the crowd then you can use the
  surprise factor.
• It is one way of being different and getting an
  edge in the stiff competition.
• When customers expect you to come out with
  regular surprises, they will continue to purchase
  your product with the hope to get benefited by
  your surprise bonus or incentive one day or the
  other.
• Importantly, it will also ensure that your brand
  messages never go stale.

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A Sense Of Belonging

• When people feel that they are a part of your
  business, they are less likely to swap your brand
  for the other one in the market.
• Your marketing/customer support approach should
  be such that people feel as if they belong to
  your company or community.
• Including them in the ideas or festivities is one
  of the greatest ways to increase customer loyalty
  and also to stand out from the competitors.

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Mending The Imperfections

• All the businesses try very hard to ensure that
  there are no imperfections in their product,
  marketing strategies, delivery or customer
  support service.
• Despite working out the curves of your business,
  at times things do go wrong.
• You will still have common issues such as a
  missed deadline or wrongly shipped order or any
  other thing leading to an unpleasant experience
  for the customer.
• Although customers do want everything to go out
  smoothly for them, they can still understand such
  imperfections and continue to remain loyal to
  your brand if you respond to them, apologize or
  try to rectify the mistake.
• Providing the customers immediate relief from
  their worries due to lapse on your part goes a
  long way in encouraging customer loyalty.
• In any case the shipment is running late you can
  send an apologetic mail or make a personal phone
  call and provide a detailed explanation to the
  customers.

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Easy Access

• When customers have an easy access to your
  customer support desk they feel more confident
  about your product.
• That is why you need to ensure that your customer
  service is easily approachable and responds
  immediately.
• Having supportive, polite and expert front-line
  employees goes a long way in generating customer
  loyalty.

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Personalized Customer Service

• Whenever you call the customers by their names,
  it generates positive vibes.
• The customers feel happy and are glad that you
  remember them and are encouraged to return.
• The customer service agents can easily make use
  of the latest software to generate the
  personalized information/purchase history of the
  customers and communicate with them accordingly.

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Make Your Customers Feel Welcomed

• It is very difficult for the agents to keep the
  same vibrancy, enthusiasm, and joy every time
  they pick up a call or address a customer issue
  face-to-face.
• But it certainly makes a lot of difference.
• A welcome approach always encourages the
  customers to come back again with their queries
  and issues, and these can be many times related
  to their interest in their new product.
• If the customers do not feel comfortable while
  conversing with your customer support team, they
  may drop the idea of buying your product again.

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Thanking Customers

• Whether it is an online or an offline
  transaction, ensure that your front-line team
  does not forget to thank the customers for each
  opportunity.
• Some companies have made it a tradition to
  especially thank their customers with a bouquet
  or a box of sweets on their purchase.
• It is a good strategy which can influence the
  decision of the customers when they are planning
  to buy another product.
• When you make the customers feel valued,
  important, it appeals to their pride and they
  will never think of going to another company.

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