3 Ways to Build Your Customer Loyalty

By Diana Smith —

Customer loyalty cannot be bought, but it can only be awarded. Therefore, it is important that you do all the necessary steps to earn that loyalty. If you are wondering why you need that loyalty after all, the answer is fairly simple: returning and loyal customers build a solid basis of clients; word from returning customers is the best tool for gaining new customers; launching new products is impossible without the old customers; you want to feel good about your business and the returning customers are the proof that you are doing something good. There are three crucial things that you need to think about:

1. Your product or service

The first thing that you need to make sure is that your product is “perfect.” It needs to deliver what it promises to deliver and nothing less than that. Bombastic promises in campaigns soon become the sword with two blades for many businesses. Also, the delivery needs to be precise, careful and timely. The faster the better. Don’t expect your customers to understand that it is not your fault that the product has arrived damaged. They paid for a new one and they need to get it. Explore your options with different currier if you don’t have your own delivery truck or other way of transport.

2. Treating your customers

From the first moment they do business with you, to the moment you hand them the receipt, and even after that, you need to make sure that your customer is satisfied. They need to be served, but not smothered and they need to be advised and not persuaded. Treat them like friends of your friends, for example. Let them have great experience doing business with you. Also, have an amazing returning policy. Don’t let anybody leave your store without being perfectly happy with their time inside. Also, when the purchase is done, why don’t you ask them how they like their product in a month or two? That will show that you care. And you should! Simply ask them to leave their email, promising that you won’t sell it or give it to the third party. Offer a small discount in exchange and build a very useful mail list.

3. Give your old customers special treatment

Everyone likes to be appreciated, especially if they are spending their own money somewhere. If they spend it for the second time, they will much appreciate the fact that you’ve noticed and that you care about it. Therefore, think in the direction of membership cards, “welcome back” coupons, new promotional items and similar things. Give them little perks like, allowing them to have their own register in the store, so that they don’t have to wait in lines the same way others do. Show that you care.

The hardest thing about building the customer loyalty is the fact that you cannot force loyalty on anybody. It has to be felt and it has to be genuine. Actually, that is exactly why it is so precious and irreplaceable asset. It needs careful and thoughtful building that endures time and challenges that every business has. Therefore, care about your customers and make them care about you. This will make your experience and their much better, which is just as important as the profit that you make.