Build Customer Loyalty or Face the Competition?

That is the question. Companies are focusing more and more on customers rather than facing their competitors. We explain you how and why.

Today all of us have easy access to any kind of information, you just need to search. Companies can no longer present their services on digital channels and wait for customers to look for them. Now it’s the institutions that try to attract potential clients and, beyond retaining them, they try to turn them into loyal customers from day one. Besides offering a coalition or partnership loyalty program, there are several things you can do to keep your customers from thinking (even for a second) of contacting your competitors.

1. Collect customer data

A personalized treatment is essential for customers to feel satisfied and see their needs and expectations being corresponded. Accessed links, shared content, timing of purchases or campaigns they have joined online leave a trail from which is possible to create an idealized buyer profile. From this moment on, all the interactions between your company and customers should be done according to the data collected so that they are made in the most effective way possible. A personalized treatment will make your company stand out, making a difference under the eyes of the consumers.

2. Offer content

Before the consumer knows what he needs, those aspects must already be identified so that they can be suppressed as soon as possible. Social media, blogging and email marketing are the most common ways to interact with the customer. If this connection happens in the right way, their satisfaction level increases exponentially. Even better than satisfying a customer’s needs after he has claimed them, it’s to anticipate those necessities and surprise him with a proactive, attentive and competent acting.

3. Gather as much feedback as possible

We live in the age of information, right? This information can be the best advertising vehicle or the beginning of the end of the “life” of your company. There is nothing worse than getting a bad reputation after a negative comment that was seen by thousands of people. Do you know the best way to prevent this? Create spaces where they can make suggestions, comments and reviews all over your communication platforms and encourage consumers not to leave without writing what they think. This is the easiest and most effective way to correct errors and improve your service. It is just as important to get feedback once the service has been delivered as it is to do the same before it has been delivered. Do not think consumers are going to repeat the buying process just because they have done it before. Constantly guaranteeing his satisfaction is the best way to ensure his loyalty. Keep up with your customers, they will thank you.

4. Analyse Customer Lifecycle

According to marketing experts Jim Sterne and Matt Cutler, all customers goes through a process before becoming loyal to a brand. First of all, it is necessary to capture the attention of the potential consumer and then offer him your service. Then the customer begins to pay for the service and finally you get his loyalty. Depending on the stage at which each consumer is, the type of treatment must be adapted because their needs tend to vary. For example, if we are still appealing to customer attention it’s a good idea to make ourselves available to clarify doubts or to present them the most successful offers. Finally, if you want to turn the into loyal customers, have in mind that customers appreciate and do not forget when they are presented with exclusive offers or exclusive advantages.

As strange as it may seem, and unlike what is usually said, customers are not all the same. Analyse and get to know them before you act, they recognize the effort and will end up repaying you!