In order for an online business to succeed, customer loyalty is of crucial importance.
According to a study by Customer Insight Group, Inc., loyal customers make up 55-70% of sales for a business. Furthermore, 78% of loyal customers are more than happy to spread the word about a brand they love.
Your brand reputation will depend on exceptionality of your customer service and dedication to your customers. Bad customers service will surely push your customers in the hands of your competitors.
It might seem easy to show dedication to your customers (especially when your business is new), but it is actually not the case. The more customers you have the more you will have to invest in improving your customers service. Doing it in a planned manner will give maximum results.
Dedication to Customers
Also a part of customer service, but should involve everyone in the company. You may be answering questions on the street, waiting for a bus or being in a plane. Always keep in mind that everyone is a potential customer, and if they really are a customer already, then you are on a mission to amaze them. Personalization is the key! This is not an easy task, and keeping this kind of level of motivation among employees requires a strong, inspirational leader.
Humanizing the Brand
Giving your brand a human factor is irreplaceable in doing business. People who feel loyal to a certain company usually do so because they feel a personal connection. Regardless of the size of your organization, you should be striving to demonstrate to your customers that there are real people behind your brand. Show your personality through email, social media and personal interactions with customers.
This may come as a surprise to many, but company needs to be honest with customers in order to have a true customer loyalty. We all witnessed many deceptions that companies pulled on customers and it resulted in catastrophic business failures, so make sure you don’t make those mistakes.
Tricking customers for some easy money will cost you the future of your company.
Admitting You Are Wrong
Nobody’s perfect, and that goes for businesses as well as individuals. If you made a mistake, own up to it. Apologize to your customer for their bad experience and offer to make it right. Doing so will go a long way toward fostering long-term loyalty. Not only that, but customers who’ve had their issue resolved in a positive way are likely to share their good experience with 4-6 additional people, according to The US Department of Consumer Affairs.
You customers are aware that they are doing something good for your business, but don’t miss a chance to tell them so! A simple ‘thank you’ email or a phone call can take you a long way. If you are regularly reminding them of how important they are to your business, they will be more loyal. Building that deeper commitment with you customers is what it’s all about.