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Blog | Richmond Marketing Agency

customer loyalty

Do you ever find yourself asking the question of why customers are leaving or seem unsatisfied with your business? Everything seems to be working between your products, services, and your team, so what is the problem? If you haven’t taken the time to consider customer loyalty, that could explain why your customers are struggling. Let’s go through what customer loyalty is and why it matters for your company.

What is customer loyalty? Customer loyalty is a consumer’s willingness to buy from or work with a brand again and again, and it’s the result of a positive customer experience, customer satisfaction, and the value of the products or services the customer gets from the transaction. Here are 5 key tips for building customer loyalty:

1. Be Human
People love to hear honest and genuine messages from your business. They want to know who you are and what makes your business special. It’s important to maintain the lines of communication between you and your consumers, as well as a mutual understanding that you hear each other. In addition to this, make sure you make the effort to know them just as well as they know you.

2) Listen and Communicate
Once you’ve gained that customer, don’t consider it a done deal. Find ways to delight your customers ever so often so that they know you haven’t forgotten about them. Create custom campaigns for select groups of your customers and tailor your messages to them. This will likely keep them coming back for more.

3) Be intentional
Remember to add value where you can! When you are acting as a consumer yourself, you typically appreciate when people go out of their way to help you with your specific need. This kind of stuff is very personal! You should extend the same small victories and courtesies to your customer base. This will surely win their loyalty.

4) Build Trust
Strive to always be the expert your customer needs. Keep going past the closed deal, purchase receipt, or project goal. Be knowledgeable about your industry, company, service or product, and your customer. When you have the answers they need, also be sure to show a sense of urgency in delivering those solutions.

5) Be accessible
There are many different ways and platforms which your customers can contact you with questions. The faster you can respond to your clientele on the platform of their choice, the faster you can build that trust. If you keep this behavior consistently, you’ll soon be known as a reliable and dependable source.

By continuing to maintain loyal customers, you are bound to experience growth and success in your business. Keep these tips in mind and you’ll find those lost customers have found their way back to you.

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