Improve Customer Loyalty Through Digital Marketing Services
Customer
loyalty is a widely misinterpreted term. While it is believed that customer
satisfaction and customer reliability are the same, there is a huge difference
between the two. It is believed that customer satisfaction certainly leads to
customer loyalty but this notion might not always be true. o be able to improve the Customer Loyalty through Digital Marketing Services, it becomes important to go through Digital Marketing Training in Chandigarh.
While
almost every company measures customer contentment via some kind of customer
feedback, only a few brands are able to build customer loyalty. The problem
with satisfied customers is that they are not necessarily loyal! A customer
could be satisfied with your product or service, but would nevertheless move on
to another provider for a better price. Brands like Starbucks, Apple and Harley
Davidson are testimony to the fact that a differentiated customer experience
could go a long way in building customer loyalty. Although there is no definite
formula to build and improve customer loyalty, I am sharing a few guidelines
that should help.
1. Reward your customers, and not just with
Discounts
Rewards
are the shortcut to customer loyalty. Customers love surprises and gifts in all
forms. A personalised thank you card, access to a special event or increased
loyalty points are some of the ways to show your gratitude towards customers
for their business. Surely we could do much more than just marketing campaigns
that send discount coupons to lure customers to impulse buying.
2. Be loyal to attract loyalty
Satisfaction
is a phase whereas loyalty is a virtue. To expect the latter in customers,
companies should demonstrate loyalty towards customers as well. In simpler
terms, companies should invest in holding their customers. Don’t chase them
during the sales cycle. Keep them engaged even after the sale, show them you
care by proactively reaching out to ensure they are having a good experience;
to win customer loyalty, show them that you are loyal to them first.
3. Make the relationship more than just business
like
As a
company, we tend to talk to our customers only when they do business with us or
when they are in need of our support. This level of engagement will never make
us their favourite. Understanding their likes and dislikes and getting to know
them up close boosts loyalty. Broaden your relationship with customers and
watch how things change for the better.
4. Be reliable
When we
keep our promises, we show our customers that they are not taken for granted.
Also, their respect for us grows with every commitment we meet. Customer
loyalty automatically increases when customers remember us for our sincerity,
instead of thinking of us for our inability to deliver on our promises. Going through a Digital Marketing Course in Chandigarh is the first step to improve the Customer Loyalty through Digital Marketing Services.
5. Give more and more
Giving
need not always be in the form of rewards or discounts. Delivering the products
ahead of the schedule is also a great way to enhance customer experience and be
remembered for a good reason. Through such acts, customers understand that we
are trying our best to out-do ourselves and our customers’ expectations.
6. Be honest even if it means no business for you
As our
customers have different tastes, not all of our products might interest them.
We must accept that and not force anything on them. If you would have the heart
to recommend a competitor’s product because it meets a customer’s requirement
better, your customer will never forget that. In one of my earlier article,
I’ve shared how a restaurant recommended us to another eatery for a night out
with friends because their ambience did not suit my requirement. And I was stunned!
I ended up going to the same restaurant and am a ‘Promoter’!
The very fact that a company is more interested in the customer’s need than its business, will go a long way in building customer loyalty.
The very fact that a company is more interested in the customer’s need than its business, will go a long way in building customer loyalty.
7.Technology is good, but the human touch is great!
Though we
are highly dependent on technology for efficiency, there are lots of areas
where automated machines cannot answer all of our customers’ queries. Having
one to one interactions with our customers makes it easy for both of us to
understand each other better. Customers open up more when there is a human
voice with an understanding tone on the other end rather than hearing the beep
of a machine.
8. Be caring and expressive
We might
find that one of our regular customers hasn’t paid us a visit in a long time.
It is definitely not a good thing. We must immediately express that we miss
them and if the situation permits, invite them back with some kind of reward or
gift. The customers need to know that their presence makes a huge difference!
If we do not care to let them know, they would not care to visit us either. Let
us show some love that our customers cannot help but be loyal to us.
9. Give attention to little things
If
observed closely, companies that are fortunate to have loyal customers have one
thing in common; they care about the little things. It could be as small as
restaurants adding hooks to the bottom of the tables that hold the customers’
belongings, or offering them something to eat or drink while they are looking
around in our store. It’s these little things, which is often overlooked, that
wins the hearts of our customers.
10. Recognize your regular customers and invest more
in them
Customers
are aplenty but who of them all is really helping us grow? Identifying those
who never leave us during our highs and lows need to be recognized and treated
with extra care. Of course, every customer deserves our attention, but
investing in those promising a long-term loyalty must inevitably be put on the
priority list.
Apart
from the above-mentioned points, being warm, addressing customers by their name
and being approachable are a few more things that work in obvious ways to
increase customer loyalty. Customers remember how conversations start and end
with an organization. So it is only wise that we do not take them for granted
and rub them the wrong way. Make things more direct and easy. Loyalty will
automatically follow.
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