Brand loyalty is one of the key drivers of company growth and success. Building brand loyalty encourages customers to choose your products and services time and time again. The customer builds a long-term commitment, vowing to make repeat purchases from your business.
Similarly, brand affinity refers to the emotional connection that customers build with a brand. This is based on the experience, values, and brand personality that are all displayed by your company.
It’s no secret that building brand loyalty between your customers has never been more important. In this article, we’ll be discussing how to increase yours using our top tips.
First-class customer service
Customers always expect exceptional customer service, regardless of where they shop. While this is expensive to manage and maintain, it’s an excellent investment that can see large returns when done right.
Ensuring the customer always feels valued and cared for should be high on your priority list, especially as this might be the one thing that sets you apart from your main competitors.
Consider investing in support-ticket staff to deal with customer queries and having a live 24/7 chat functionality on your website. You could also use insights to keep up with customer preferences so you’re always showing exactly what they’re looking to buy.
Offering fast delivery with a same-day courier can also put you above the rest. Customers love efficiency and receiving their goods as soon as possible, so this is a no-brainer. Don’t forget to encourage customer feedback so you can always improve your services where possible.
Connect with your brand’s voice
Building an online community is essential, especially in the world of e-commerce. Social media is excellent for connecting with your customers. Encourage them to send in photos of your products and allow them to react and engage with your online posts.
Customers appreciate personal connections, too. Perhaps you could host monthly Q&As and run live streams discussing brand-new releases. Even filming behind-the-scenes tours and giving your customers exclusive access helps to strengthen your overall brand loyalty.
Create a rewards and loyalty scheme
Loyalty programmes are a great way to encourage repeat custom and drive value for your customers. There are four main types of programmes; points, tier, paid, and value.
Points programmes are the most common type of scheme. Here, your customers can accumulate points whenever they make a purchase and redeem these for free products or other exclusive perks.
Retaining customers is just as important as attracting them in the first place. That’s why it’s important to ensure your loyalty programme rewards are worth the customer commitment. If customers don’t care enough about the perks that are on offer, this may steer people away.
Understanding the importance of customer loyalty will result in higher conversion rates, attract repeat customers and help to maximise potential profits. Start planning your brand loyalty strategy today.