Customer loyalty is the customer intention/attitude/behavior to always like a specific brand over the rest. Once a business wins customer loyalty, there’s no need to implement expensive measures to retain them or to expand the customer base; customers automatically keep coming back. It’s required we know the basic concepts if we are working on customer loyalty build programs.
Monogamous loyalty is when a customer always chooses a single brand for any purchase; this is a rare case in reality. Polygamous loyalty is when a customer chooses more than a brand, but consistently chooses one among the specific few brands; this means the probability of him choosing one among those is always less than 100%. Business goals should be to win the maximum customer loyalty so the brand gets chosen mostly by most people.
Behavioral loyalty is when a customer mostly chooses to buy a single brand; such a customer contributes to the business revenues quite consistently. Attitudinal loyalty is when a person has a great attitude or feedback or impression on a brand and spreads his word of goodness to others; he instigates others to buy but he may not buy due to cost or any other constraints. Usually reward programs are focussed towards recognizing behavioral loyalty, as in, more reward points for those buying more!
4 customer types based on loyalty programs are never type, light type, heavy type and extreme type; Never type customers never get impressed or show interest towards any such program due to various reasons; Light types are those who show a moderate interest in buying more to make use of the rewards; Heavy types are those showing a high interest in such programs and the extreme types are totally influenced and obsessed by reward programs.
ECommerce customer loyalty is very important to increase the customer base, to get loyal customers, to get high sales in estores. How to build customer loyalty? How to increase customer loyalty in retail?
- Make sure to be there whenever a customer needs you. 24 hour customer support by way of live chat, phone, or so is very important to stay connected. Proactive help on minor errors (like wrong code chosen or so) made by customers online is great!
- Offer rewards to customers for their actions like sharing the brand with a friend on Whatsapp, sharing on Facebook page, spreading the word to a friend and the friend makes a purchase, or so
- Make sure to give the perfect checkout experience! Cumbersome checkouts are among the greatest contributors to cart abandonments. Tools like ClickTale can be used for A/B testing on your estore checkout.
- Close to 50% of the online customers expect a super fast speed in web page load. Make sure your site performance is great throughout and especially between addition to cart and thank you page after order placement.
- Close to 70% of the customers stay close to a brand they trust. So it’s important you win the customer trust. Improve the customer trust by treating him with not just offers but even reward points, special shipping, a surprise gift or so, when a customer repeatedly chooses you. Reward not just checkouts but even social media sharing, commenting on business blogs or inviting buyers by any means or contributing to sales in any form.
- Customers like it when they get the freedom to display their content of using your product. Allow them to convey their experience had from you. Let them post videos on how they used your product. You may also use such videos to spread the brand!
- Find out your customers’ routine interests. Once you know where they make their daily visits or spend their daily routine, you can and should reach out to them in those routine spaces; Say a customer constantly visits instagram, then you can post your new products on instagram.
- Make sure to have return policies for unhappy customers. Only when you address the customer regrets, he would choose to consider you next time!
- Send personalized emails introducing new items or recommended products or reminding abandoned carts; it’s like knocking the customers’ home door physically and selling yourself!
We believe you now have a fair idea on customer retention strategies to win the customer consistency on your brand in view of making higher sales. We also believe you have a great vision ahead to win more customers and make enormous profits. Do call us anytime for any such assistance; our QeRetail experts await you.
