This is a guest post by Thomas Griffin. Thomas is the president and co-founder of OptinMonster, a lead generation software that’s being utilized in over 700,000 websites.
Do you want to forever be chasing down new customers for your business? No way. That takes up way too much time, effort, and money. In fact, it can cost five times as much to attract a new customer, than to keep an existing one. So, how do you keep your existing customers?
The answer is to boost customer loyalty. Instead of having one-time customers or losing your customers to the competition, you need to make sure they keep coming back to you over and over again.
You’ve got to create loyal customers and then work to keep them loyal. It might sound like a difficult task but luckily there are a number of strategies to help you easily turn indifferent customers into devoted ones.
This year, turn your customers into lifelong fans. Check out these five tips to boost customer loyalty in 2019.
Focus on excellent customer service
Providing excellent customer service is arguably the #1 best strategy to boost customer loyalty. In fact, according to Microsoft, across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
But remember, customer service isn’t like it used to be. You need to take customer service further and make it faster and more convenient for your customers. Many consumers don’t want to pick up the phone and call you and they also don’t have the patience to wait 24 hours for a response either.
For this reason, you need to adopt a better way for your customers to get solutions to their issues. So, consider adding a chatbot to your website.
By adding a chatbot to your website or to your social media profiles, you can provide instant customer service even when you’re not around. Take this chatbot from Cheapflights for example. Their chatbot can help their customers book flights, book hotels within their price range, and more.
Your customers will be thrilled that they can get answers to their questions immediately and even more impressed that they can interact with their very own “personal shopper” to help them get exactly what they need.
Ask for feedback — and listen to it
Your customers want to be heard. So, you need to be asking your customers for feedback.
Plus, not only do you need to ask them for feedback, but you need to listen to them and implement their suggestions. The insights of your customers can help you improve your product or service to make it even more irresistible to them and listening to their thoughts and suggestions will also make them feel like a valued part of your business.
Use a tool like WPForms to create a survey or poll on your website to collect customer feedback. Ask them specific questions such as:
- What feature could you not live without?
- What feature is your least favorite?
- How difficult or easy was it to “XYZ”?
- What struggles do you experience with our product/service?
- What features/services do you wish we offered?
Listening to the feedback of your customers and applying it to your business will make your customers feel like they’re an integral part of your company.
Furthermore, they’ll stick around to see how they can help your product/service improve even more and to see which of their suggestions you implement next.
Reward your customers.
Your customers are important; without them, you wouldn’t be where you are today. So, if you want to boost customer loyalty, then you need to thank your customers.
Don’t just say “thank you” though, reward them. Everyone loves to receive a free, special something; your customers will appreciate that you’re thinking of them and they’ll forever remember your generosity.
Aside from offering discounts to your most loyal customers, you can also create a loyalty program.
Sephora has a great loyalty program that boasts over 17 million members. For each purchase they make, they collect points, they can then use the points towards future purchases.
Other ways you can reward your customers include sending a personalized “thank you” note, sending them branded swag, offering exclusive deals, or offering early access to special features, sales, and events.
Create an online community
Another great way to boost customer loyalty is to create an online community. Creating a community for your customers will make them feel like they’re part of something amazing and if you can do that — they’ll never want to leave.
Plus, not only will building an online community around your brand help to improve customer loyalty, but it can also boost sales too. In fact, according to a study from the University of Michigan, customers spend 19% more after joining a company’s online community.
There are a number of easy ways to create a community for your business. You can start a Facebook group for your customers, you can start a blog and interact with users in the comment section, or you could even add a “members-only” section to your website where your customers can get access to VIP content and forums.
You can use a tool like MemberPress to easily turn your WordPress site into a membership site.
Just remember to be active in the online community you create share content and advice and engage with members. Your customers won’t stick around if they’re not getting anything out of your community.
Build an email list.
Email marketing is one of the most effective ways to build and boost customer loyalty. People check their emails everyday — even multiple times a day — and email marketing lets you send messages straight to their inbox.
Being able to message your customers directly anytime you have something to say is key to building trusting and loyal relationships with them.
Watch the Workshop: 8 Retention Emails Proven to Reduce Churn
If you don’t have an email list yet, you can start to build one using a tool like OptinMonster. OptinMonster lets you easily create eye-catching popups for your website that encourage users and your customers to sign up for your email list.
Once you’ve got people signing up for your email list, you can start sending emails to boost loyalty. Some examples of the emails you should be sending to boost loyalty and trust include:
- Welcome email – Welcome subscribers to your email list, introduce yourself/your company, and let them know what they can expect.
- Useful, informative emails – Send your customers emails that will help them better understand how to use your product/service, provide helpful resources, etc.
- Follow-up emails – Check in on your customers and see how the onboarding process is and if they need any help.
- Celebration emails – Send personalized emails to your subscribers to celebrate their birthdays as well as emails to celebrate the anniversary of them becoming a customer.
Start boosting customer loyalty today.
The great thing about loyal customers is not only that they’ll buy from you over and over again, but that they’ll become advocates for your company. They’ll shout from the rooftops how great you are and tell everyone they know that they should be choosing you over the competition.
Creating loyal customers is priceless, so start today. With these tips for boosting customer loyalty, you’ll keep your most valued customers for life and get a steady stream of new customers who’ve heard how amazing you are too.