Getting a sale today is not easy, but also getting the customer to trust us to buy again is a triumph. Customer loyalty basically consists of maintaining long-term relationships. These customers are the ones that represent the highest percentage of sales in your business, since they buy continuously and that for sure in the future they will continue buying and choosing you over your competitors.
You have to take into account a series of questions that will help your customers always come back to you, in your services and products, for them we have prepared a list with the 7 keys to achieving customer loyalty:
1. Customer service.
We can say that this is the main pillar for loyalty. Customers are the most precious asset of a company, that is why we must listen to everything they say about the company and improve all aspects that we can to improve customer service and maintain a more direct dialogue with them. Today, it is very important for companies to be connected on social media and actively participate in the conversation that customers have about their brand.
2. Know how to listen.
It is not possible to empathize without actively listening. This implies that the client must be the center of everything and everyone. It is not easy, but this management practice is a great loyalty factor if we practice coherence between what we hear, say and what we do and in turn will allow us to identify the different types of clients
3. Facilitate and encourage the repetition of purchases.
Businesses must ensure that a customer who has purchased once with them does so again. To do this, they can use different marketing strategies such as point systems, discount coupons for future purchases, bonuses for inviting their friends to our store, etc… These actions will help increase customer interest in buying our products again.
4. CRM, or relationship marketing.
What it is all about is getting to know the customer thoroughly and knowing what he needs before he knows it, that is, getting ahead of our customers. Both in terms of business strategy and marketing tool, CRM is essential in the loyalty process, since the concept speaks of the client in all its dimensions. If we can “sink in” to our client, loyalty will be much easier.
5. Communication and multichannel service.
Currently, the channels through which a client can contact us are many and very varied, ranging from online to offline through non-online. We must know which are the routes by which our clients prefer to reach us and facilitate their arrival. It is essential that all the channels that we make available to the public work perfectly if we do not want them to have the opposite effect to that desired, that is, if we make a channel available to users, for example Facebook, but then we do not manage it properly, it can harm the company a lot.
6. The "surprise element" It is good to develop a campaign that captures the attention of the new client.
Since, the experiences mark, penetrate and record the message in the mind of the public. It is necessary to influence to send short and clear messages, first to the clients but also to the consumers. This impacts the public and knocks on new clients' doors.
7. Management of complaints and claims.
It is very common that customers who interact or "suffer" in some way our product or service are well aware of the possible deficiencies that it may have, so the complaints and claims that they present to us are a good guide to improve and show them that they really matter to us..
