Customer loyalty cannot be launched as a project, promotion or marketing campaign. It is a long-term building of trusting relationships with.
Customers who will not go to competitors because of a lower price or fast delivery. It is a credit of trust that allows a company to get out of the race for speed and work at its own pace, at its own prices, without losing all customers.
The term “loyalty” is often
equated with customer retention. But if retention is a set of measures that make interaction .
With one company more profitable than with another.
(bonuses, discount system, free delivery), then loyalty is an emotional attachment that is not dictated by practical benefits.
Loyal customers are brand ambassadors. They are responsible for the most hong kong phone number data important factor in a highly
competitive environment – word of mouth. They tell their friends about you – in person and on social networks, give your products to loved ones, and most importantly, they themselves choose your product every time.
How to build loyalty
Few people fall in love with a brand forever because of a smiling salesperson or beautiful packaging. Loyalty is usually built by several factors at once.
Product. Before forming a strategy
it would be useful for every marketer to ask themselves: “Are we selling nonsense?” No marketing can disguise a low-quality or inconvenient product.
Service. Taking care of the customer is a necessary foundation for building trusting relationships with customers. High-quality service means fast and attentive technical support, help with delivery and payment, flexible terms and a wide range of products. And also help with the purchase and recommendations for use after it is made.
The third condition, or something else. This is the secret ingredient of the brand – a service or communication that exceeds expectations. An additional detail that shows the customer that they were taken care of, thought cdp vs crm: what’s the difference comparison about common problems in the operation of the product, answered a question that has not yet been asked.
How customer loyalty affects business.
High LTV
The lifetime value of a customer is one of the key indicators of loyalty. Loyal customers cooperate with the company longer, and this directly affects sales. If a customer who stays with the company betting data for 1 year, spends 1000 rubles per month, brings 12,000 rubles, then a loyal.
Client, staying with the company for 3 years and spending 1000 rubles per month, brings 36,000 rubles.