WAYS TO BUILD CUSTOMER LOYALTY IN ECOMMERCE
Thursday, September 17, 2015Global Administrator
Today’s customer is different; they know what they want, and if you can’t give it to them, they will definitely find it elsewhere. So how does one stand out in such a competitive landscape?
Building customer loyalty.
A loyal customer is worth much more than a one-off transactional customer. Here are a few things to keep in mind when attempting to build up that loyalty that is so valuable.
Get personal…REALLY personal.
As we alluded to above, today’s customer is different. There is always another option other than you, so you really do need to stand out. Being personal is one of the best ways to do this. Being personal shows that you care and that you have taken a sincere interest in your customer. A few ways to do this are:
- Remembering and acknowledging special occasions (like your customer’s birthday for example)
- Use personalized forms of communication (a phone call or perhaps a hand written letter – who does that anymore?!)
- Give them valuable content that they actually want and ask for
- Let them get to know you and the people behind the screen
Transparency is crucial
The modern consumer craves transparency. Give them an opportunity to get to know you, your team, your product and your processes on a whole new level. This could be the competitive advantage that you need to get a step ahead of the competition. Your loyal customers will take the time to learn this information and it will make them more valuable customers. They can become ambassadors for something they believe in. Transparency means honesty, and honesty means trust; and as we all know, trust is what builds loyalty. It’s simple!
Yes, there are cases where it is okay to favor loyal customers! Not only does this give them the credit they deserve for being such great customers, but it also encourages and motivates others to do the same. Provide your loyalists with things like free shipping, exclusive offers and deals, or let them get in on a new product first. Anything that shows them their loyalty is worth something helps!
Remember that your most loyal customers are your most profitable ones. Giving them what they want and showing them they matter builds that loyalty.
How do you build loyalty with your customers? Provide some of the tactics that have worked for you in the comments below.