4 Oct 2022| ONPASSIVE
Turn Your Customers to Fans:
Continuing the second part of customer retention, we come up with other essential features that can make your customers become loyal patrons in the long run. The four essential aspects mentioned in our previous blog will be effective only if the following points are considered for listening to your customers and providing better products and services. Let us look at some of the additional features that will ensure better customer loyalty to your brand.
Customers buy products from the same company, provided they lay immense trust in the company’s brand. A company with lesser trust factor – even if the products or services are functioning as claimed – will not gain loyal customer following. The quality or functionality of the product is given a second priority. Therefore, you have to brand your products to create awareness about the brand and let the brand communicate about the quality of your offerings.
For example, even if the cola drink’s taste from various brands may be similar, the brand names and their logos compel consumers to perceive them as different. One person may be convinced that Pepsi is her/his favorite while the other may be sure that Coca Cola is her/his choice. Therefore, branding your products is a must.
Always ensure you’re having a firm relationship with the customers even after they’re done purchasing the products. Even if the customer experience is good and she/he hasn’t come back with any negative reviews, you still need to engage in conversation with the customer and understand what compelled her/him go with your brand from a sea of competitor brands. To get an adequate response about your brands, maintain an engaging relationship with your customers.
Only by keeping the customers engaged could draw their attention when your next product or service is announced. Also, to encourage loyalty, businesses should devise loyalty programs that reward repeating customers.
Loyal customers must be rewarded for buying your products again; if not, they would not be motivated to do that again. Therefore, for repeated customers, loyalty programs offering some additional benefits are likely to encourage them to choose the same brand over others. The reward could be a monetary benefit or any other intangible thing that could be perceived as additional/unique value by the customers. This could be done by requesting customer contact information for the first time; therefore, when the customer returns, the company would know already that it’s a repeat customer and provide additional benefits. For example, Apple rewards its customers with new phone upgrades for reasonable additional prices. Similarly, other mobile service providers offer newer phones at discounted prices for their loyal customers.
Every customer – after the purchase – must undergo a customer satisfaction survey. Else, the chances are the company would never receive any active feedback. Therefore, customer surveys directed via various channels to contact customers and gather their responses are recommended. When responses are collected, the data must be collated and analyzed with brand metrics and customer satisfaction metrics to take input for product improvement.
These essential features from both parts (part 1 and part 2) must be combined and looked comprehensively before any action is initiated. Hence, the characters from both blogs should be combined for a closer look, and strategies must be built to convert customers into loyal patrons. It should be considered that all actions will need continuous tweaking for optimized results. In the cut-throat competitive world, it is quite complicated to stand out and take corrective measures to convert customers to loyal, repeated consumers. However, it is still possible, like many other brands, to encourage your customers to opt for your brand every time they go for a specific product or service.
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