Customer loyalty. How to build a loyalty system for a compan
Nov 5, 2024 8:32:45 GMT
Post by ruhaimaromana22 on Nov 5, 2024 8:32:45 GMT
Loyal customer - who is it?
A loyal customer is a satisfied customer who remains loyal to the company. Here are some customer loyalty indicators:
Makes regular purchases;
Recommends you to friends;
Buys not only familiar goods, but is interested in new products;
Emotionally attached to your company;
May be understanding of price increases;
Doesn't run away when difficulties arise, stays with the company even after a not very successful deal;
Willingly participates in surveys;
Provides information about yourself, agrees to receive mailings, follows the company on social networks;
Doesn't defect to competitors, even if he is offered a lucrative deal.
The Value of Loyal Customers
1) Marketing expenses can be reduced. The search for new social media marketing service customers should not be stopped, but it can be conducted in a more moderate manner. When there is a loyal customer base, it makes sense to focus on it.
2) Stability in force majeure situations. Every company can have a moment of crisis. Loyal customers will help to survive this stage without losing profits.
3) The ability to maintain premium prices. The cost directly depends on loyalty. The better customers treat you, the higher the price you have the right to set.
4) Buying time to respond to competitors. When competitors announce an update to the range or provide the audience with any other advantages, a large loyal customer base will help the company. It will give time to develop a worthy "response". For the company, this is like a safety cushion: you can focus on improving the product, and not on finding new customers.
Loyal and regular customers
Is a loyal customer the same as a regular customer? A loyal customer is a regular customer in most cases. He will return to the company and use the products or services if the business involves repeat purchases. But is a regular customer always loyal? Hardly. A regular customer can work with you for a number of reasons: it is more profitable for him to stay with you because he has discounts; it is more convenient for him to buy from you because your competitors' office is inconveniently located; finally, he may simply be too lazy to leave you and look for an alternative. But if your competitors provide him with more favorable conditions, he will use this opportunity. Because he is not loyal to you. Your task in this case is to analyze even regular customers. Survey, find out the satisfaction index , offer bonuses and discounts.
Loyalty = satisfaction?
So, we have found out that a regular customer is not always loyal. Does it follow that loyalty is consistency + satisfaction? Not quite. A satisfied customer may not always be loyal either. Satisfaction can be passive and calm. Loyalty implies an emotional connection and activity.
1) Involving the buyer in the life of the brand
The client should be involved in the process, not just passively consume. When communicating with a client, it is better to always choose a dialogue instead of a monologue, use several “touchpoints” instead of one interaction, alternate online and offline communication. The client should interact with the brand before, during and after the purchase. With the right tactics, the energy that the buyer spends on the brand is transformed into sustainable interest.
A loyal customer is a satisfied customer who remains loyal to the company. Here are some customer loyalty indicators:
Makes regular purchases;
Recommends you to friends;
Buys not only familiar goods, but is interested in new products;
Emotionally attached to your company;
May be understanding of price increases;
Doesn't run away when difficulties arise, stays with the company even after a not very successful deal;
Willingly participates in surveys;
Provides information about yourself, agrees to receive mailings, follows the company on social networks;
Doesn't defect to competitors, even if he is offered a lucrative deal.
The Value of Loyal Customers
1) Marketing expenses can be reduced. The search for new social media marketing service customers should not be stopped, but it can be conducted in a more moderate manner. When there is a loyal customer base, it makes sense to focus on it.
2) Stability in force majeure situations. Every company can have a moment of crisis. Loyal customers will help to survive this stage without losing profits.
3) The ability to maintain premium prices. The cost directly depends on loyalty. The better customers treat you, the higher the price you have the right to set.
4) Buying time to respond to competitors. When competitors announce an update to the range or provide the audience with any other advantages, a large loyal customer base will help the company. It will give time to develop a worthy "response". For the company, this is like a safety cushion: you can focus on improving the product, and not on finding new customers.
Loyal and regular customers
Is a loyal customer the same as a regular customer? A loyal customer is a regular customer in most cases. He will return to the company and use the products or services if the business involves repeat purchases. But is a regular customer always loyal? Hardly. A regular customer can work with you for a number of reasons: it is more profitable for him to stay with you because he has discounts; it is more convenient for him to buy from you because your competitors' office is inconveniently located; finally, he may simply be too lazy to leave you and look for an alternative. But if your competitors provide him with more favorable conditions, he will use this opportunity. Because he is not loyal to you. Your task in this case is to analyze even regular customers. Survey, find out the satisfaction index , offer bonuses and discounts.
Loyalty = satisfaction?
So, we have found out that a regular customer is not always loyal. Does it follow that loyalty is consistency + satisfaction? Not quite. A satisfied customer may not always be loyal either. Satisfaction can be passive and calm. Loyalty implies an emotional connection and activity.
1) Involving the buyer in the life of the brand
The client should be involved in the process, not just passively consume. When communicating with a client, it is better to always choose a dialogue instead of a monologue, use several “touchpoints” instead of one interaction, alternate online and offline communication. The client should interact with the brand before, during and after the purchase. With the right tactics, the energy that the buyer spends on the brand is transformed into sustainable interest.