The Big Brand’s Top Secrets to Building Customer Loyalty

There’s a reason big brands have attained success–they know how to keep their customers happy. Is your business losing customers to competitors? If yes, learn how to keep your customers loyal to you by taking advantage of how big brands build customer loyalty.

1.       Avoid Disappointing Customers

If you’ve set a bar on the quality of your service, never let it drop. This is because your customers will come to expect nothing short of quality. Inconsistency in quality or performance will lead to disappointment and your customers would rather patronise a business they trust.

2.       Be Transparent

Always tell your customers the truth. Customers are never more disappointed than when they find out from elsewhere that a brand they trust has made a mistake and tried to cover it up at the expense of its customers or other stakeholders.

3.       Be Responsible and Noble

The nobler your brand is, the more loyal your customers. This is because people want to be associated with a brand that stands for something “good”. So take advantage of the Noble Edge Effect, by running a more socially responsible business and engaging in philanthropy.

4.       Build Your Brand on Customer Service

Customers love a brand that not only listens but also acts on what they have to say. If a single customer says there’s something wrong with your product or service, don’t brush it aside. Communicate with the customer and remedy the issue. You can even capitalise on this by sharing with other customers how you improved the brand experience of the complainant. It shows that you care.

5.       Provide Value

Offer your customers products and service quality they can’t get elsewhere. This is a key aspect of building loyalty in the long term. If you offer a level of service to your customers that can’t be matched by your competitors, you can be sure to enjoy their custom over the course of a good many years, as you build a valuable level of loyalty.

6.       Incentives

You might have loyal customers but make them excited about patronising you by offering incentives such as discounts and promotional offers. The more incentives you have and the more frequently you offer them, the more buzz you will generate about your brand among your actual and potential customers.

7.       Personalise Your Marketing

Customers appreciate it when they are given the personal touch treatment when communicating with a brand they patronise. If you want your marketing campaigns to be successful, you have to personalise your marketing communication to each target customer. Addressing a recipient by name yields more results than a general address such as “Dear Recipient” or “Dear Shopper”. You can get the data you need to personalise communications through data that your customers have already shared with you and use it to create customised offers.

8.       Anticipate

The needs and wants of your customers will always evolve. To keep your loyal customers, it is important that you can expect what your customers require of you and offer it. This will make you a proactive brand that is in tune with its customers rather than a reactive one that acts too late.

Apply the above tips and you can expect the loyalty of your customers to grow.

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