Turning prospects into customers is not an easy task, but neither is retaining existing ones. There are several strategies to build customer loyalty with digital marketing that can be very useful and that today we will share to make this process easier for you.
Through digital marketing you can achieve the trust of your users and help them have a good reputation for your brand. How to achieve it?
Without a doubt, you will have to go beyond your expectations, surprise them and keep your promises. And although conversion remains a key objective of any digital strategy, you should not neglect customer loyalty, especially when you know that retaining a customer is vital to continue generating more resources.
6 strategies to build customer loyalty with digital marketing
A company that knows how to build customer loyalty builds more sustainable and interactive relationships with them. In addition, when the recommendation to make a purchase or make use of a service comes from a family member has more credit, therefore, it would be a shame to underestimate the potential of customer loyalty.
What strategies to follow?
We know that it is much easier to sell a new product to a consumer who has already made a purchase in your store or has subscribed to one of your services.
However, even if it is easier to buy back from a known service provider, you should be able to meet the needs of the customer.
Start by applying a satisfaction survey to have the insights you need to improve your product or service.
Loyal customers should feel valued. Offering specific discounts, exceptional offers, inviting them to events organized by your company, is another strategy to build customer loyalty that can work for you.
In a word, pamper them! These small attentions are highly valued.
Cross-selling encourages customers to order products associated with their previous purchases. The key to success lies in the customization of the offer based on customer expectations.
Private sales make the customer feel privileged. By establishing a close relationship with your customers they will feel you care about them.
Offer them privileged access to new products or exceptional discounts. This method inevitably improves the feeling of satisfaction with your company. They will tend to check your mail regularly to see if there is any good offer from your marketing team.
It is estimated that consumers are loyal to a brand if it knows how to renew itself. Your customers will not hesitate to go to your competitors if you do not follow the trend.
That is why another of the strategies to build customer loyalty is to improve your services and offer new products that you will not find anywhere else. Lean on your marketing team to evaluate what customers want.
In the digital age, customer relationships are no longer limited to the telephone. Communication is multichannel: online after-sales service, web, social networks, chatbots, etc.
These channels allow consumers to interact with brands in real time, depending on their needs and the time of day. They can obtain additional information about a product, be guided in their purchases or find a solution to a problem.
Your customers will be more loyal if you take the time to talk to them through all your channels and interact with them.
You can make a survey taking advantage of your channels of communication with the client, either through email, WhatsApp, or do a post-sale survey.
Tips to retain and retain customers
The following tips for customer retention and loyalty will allow you to sustainably grow your organization
The customer retention rate is when a company keeps its customers paying for a period of time. Experts say that the purpose of a business is to make and maintain customers, and loyalty is a great step to achieve it.
We have for you, these tips to retain and retain customers with digital marketing:
1) Position yourself positively on social networks
It has been shown that the presence in social networks negatively drives customers away instead of encouraging them to buy. Numerous studies on customer motivation have shown that the positive presence in social social networks is commonly an effective strategy to get people to listen.
2) Identify existing needs
The next advice for customer retention is to know what the needs are.
To attract the customers you want, you need to identify every detail of your target customers, then develop a message that matches their needs, goals and aspirations. It is easier to meet an existing demand than to create one.
Customer satisfaction is, therefore, a decisive factor in generating loyalty. Some indicators such as the Net Promoter Score can help you measure it.
3) Compare the before and after
Get your customers to identify and compare before and after using your product or service. To do so, you must first understand where they are and where they want to be. Talk about that in your marketing campaigns and show how your product can end the problem to capture its interest.
4) Use the words that your customers love to hear
This is one of the most important tips for customer retention and loyalty. Not all words serve with all people. Some encourage customers to buy more than others. In particular: free, new and instantly they are widely used in marketing messages. When customers hear these words and the promises they imply, they feel supported.
5) Inform your customers before selling them
It is said that sales are usually more effective when you have an existing relationship with a customer and when you have already provided value. Customers enjoy receiving useful recommendations on new information and products that will help them achieve better results.
6) Reduce additional effort
Many companies assume that "exceptional" customer service can only be achieved by going beyond; that is, really many companies believe that loyalty is built on gestures that impact.
The real driver of customer retention is the ease of solving a problem; Delight is not the basis of a service strategy, but a side effect. First, focus on constantly meeting expectations and avoiding unpleasant surprises. Then you can make an extra effort.
7) Accept that speed is secondary to quality.
When it comes to a highly qualified customer service, the data shows that quality and integrity are more important than speed. Clients tend to commit to a brand when they evaluate a service as "friendly", "helpful", than when they consider it »fast».
8) Know your customers
Telling your team to spend more time with customers may seem crazy, but smart companies know it isn't. A service experience is more positive when you don't feel rushed or make us feel ignored. Make employees try to discover the key features of customers to achieve loyalty.
9) Find the cause and effect
It is not enough for your customer service team to apologize; Your main objective should be to solve the problem immediately and that it no longer happens, so you must find the root cause. By doing this, you can solve a problem and help other customers avoid it completely.
10) Reward your loyal customers
Another strategy to build customer loyalty is to offer them a reward for their loyalty. When your customers strive to recommend your product or service to others, let them know that you appreciate it. If you see someone recommending your business on social networks, for example, respond and say "thank you", this shows that you are paying attention and that their testimony means something to you.
There are many strategies to build customer loyalty with digital marketing. The ideas we share with you today will help you get closer to customer retention and loyalty, but you must know in advance what the needs of your consumers are.
In your next marketing strategy, develop customer loyalty methods. Remember that a satisfied customer will buy you again and also recommend you to his family, friends and coworkers. Seize it!