As most marketers have experienced at some point, it’s one thing to hook customers, another beast completely to retain them. Improving customer loyalty should be a priority, or those customers you worked so hard to convert could vanish before you even know what happened.
To avoid that, here are 3 ways to better your company’s customer loyalty.
#1. Share your values.
To build a strong relationship with your customers, you have to share their values. According to a study by the Corporate Executive Board of 7,000 U.S. consumers who said they had a brand relationship “64% cited shared values as the primary reason.” In fact, shared values are “far and away the largest driver.” If you want loyal customers, you need to tell them what your brand stands for.
#2. Provide excellent customer service.
Sounds obvious, right? But, it deserves mention again because excellent service is what creates lifelong customers, avoids negative word-of-mouth and differentiates you from the competition. But, how can you improve customer service?
For starters, listen to customers and address their concerns a timely manner. Make it easy for customers to get in touch with a representative. Clearly display an email address, phone number and social media account. You have to “wow” them by going above and beyond.
#3. Be transparent.
There will be days when things don’t go as planned. Instead of denying the problem, be honest with your customers about the bad news. When Buffer had a security breach in 2013, the company told their customers about the situation, provided updates and addressed concerns immediately.