“The customer what’s, what he wants.” This phrase reflects that understanding the consumer from their needs and meeting or exceeding them makes your company valuable to consumers and will contribute to its success.
In exchange for attention and solutions, a brand will obtain the loyalty of its customers. It is human nature to continue purchasing or using products and services we like. So understanding the customer, their desires, and their creatures of habit nature can be an advantage when it comes to marketing strategies.
Eight of ten companies expect to compete based on the experience they offer their customers. However, that experience does not necessarily have to be “super original” or “super technological.”
To be more than excellent and achieve customer loyalty only requires an attitude of attention. As the leader in business development, John Maxwell, says: “Taking an interest in people has the power to change lives.”
Creating customer loyalty is within every business owner’s reach. The key is to understand and seek to solve a customer’s problems today, with today’s procedures, considering “business as usual.” We are all more demanding and impatient in reality. The suggestion is to achieve customer loyalty, considering what they desire. Here are seven ways to create customer loyalty and lead to the success of your business.
Give them the information they need
The plan is to understand the most basic needs of potential clients. Why does it enter your facilities or your website? The starting point is to give you clear information about where you are located, your contact, what you offer, and how you offer it.
Solve their problems should they arise
“Excuse me, but the system is not working.” We often take the client to suffer our shortcomings. You need to fix things as it is and give solutions. Otherwise, they will make your company guilty.
Understand their needs and provide solutions
As a customer, you will always be happy if they make you feel unique. Being called by your name when you enter makes you feel recognized. Allow today that delivery is somewhat out of your normal distribution, accept a refund even if you have spent a few days of the limit. Making exceptions is something that automated platforms such as Booking or Amazon cannot do. Consider it and focus on customizing your service.
Take the initiative to meet needs without them asking
Reaching this step is to initiate an emotional relationship with your clients since reading between the lines to understand beyond their needs will generate a “crush.” To start, your company needs to record data, saving only what is useful. A more interactive website or digital elements in your facilities, such as offering free Wi-Fi to your customers, is a good touch.
Make them feel like a million bucks
To make interactions that make you a fan of a company, there are no recipes but essential ingredients. Finding your personality as a company makes you stand out. Maintaining communication with the customer by email or social media earns their loyalty.
Understand that the loyalty of satisfied customers equals higher profitability
Capturing new customers is essential. But you should know that it is more important to maintain those that your company already has.
Those satisfied customers know that your products meet their needs. They do not need a festival of publicity lights to be captured. That is the main reason to seek to keep them. However, as new customers, we must consider personal, family, and economic factors to better serve them.
Most companies recognize that customer loyalty is much more profitable than attracting new customers, but they admit that they invest more resources in the attraction.
Know the KPIs of loyalty
To know how to manage and analyze a loyalty plan, we present the metrics or KPIs you can consider as an owner or company director. Through these indicators, you will know with certainty if your loyalty plan is succeeding or not.
Focus on retention rate and dropout rate
The first one lets you know the percentage of clients who repeat with your company year after year. The result helps you to set goals for the following years in your loyalty plan.
To calculate this rate, it is necessary to know beforehand the dropout rate, that is, the number of clients that leave the mark every year for every 100. Knowing the dropout rate and in the hypothetical case of not capturing new clients, you will have information on how long customers will last at that rate of abandonment.
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