We Spaniards are unfaithful to brands, according to a study carried out by Mediapost. The percentage of customers who remain loyal to a single brand no matter what happens is very small. And that is why we will dedicate this #Blog article to recommending THE BEST STRATEGIES TO CAPTUR AND RETAIN CUSTOMERS.
Capturing and retaining customers to build long-term relationships is one of the best strategies you can adopt for your business to succeed.
Can’t get new customers? Does your business find it difficult to retain its customers?
Pay attention to this complete guide that will help you in the relationship you establish with your clients and to attract new consumers.
First let’s start with the basics to understand the idea and the differences between attracting and retaining customers.
What is customer LOYALTY?
Customer loyalty is the set of strategies, techniques and actions that a company carries out in order to retain customers and make them choose to buy their products or services on a regular basis.
Loyalty to your customers means getting your buyers (of products or services) to repeat the purchase and recommend your brand to other users who may be interested.
This action can bring different advantages within your company:
Reduce marketing and sales costs. You sell to the same customers, a loyal customer will certainly buy from your company again if they have had a positive experience in their purchase and post-sale process. They will also be able to recommend your business to friends, family and colleagues.
Generate more income that you can use to continue improving.
It helps to obtain valuable information about the tastes and preferences of your customers. For example, studying how often your customers buy, how much is the average cost and how many people usually recommend your products.
It helps to obtain valuable information about the tastes and preferences of your customers. For example, studying how often your customers buy, how much is the average cost and how many people usually recommend your products.
A loyal customer becomes an “ambassador of your brand”, who will attract potential customers with his recommendations and allow you to generate more income for your brand. The loyalty strategy is one of the most important for a company that, however, is often neglected to give priority to attracting new customers.
It is common to confuse “loyalty loyalty” with “rewards loyalty”. In the first case, a relationship with the client is built based on commitment and trust. In the case of rewards, they are simply attractive incentives that captivate on time.
Loyalty implies a considerable effort at the level of marketing, sales and customer service. Especially since this task should be focused on transforming —from a strategic point of view— customer loyalty into a ‘natural’ promotion channel for a certain business or brand.
YOU SHOULD KEEP THESE CONCEPTS IN MIND BEFORE YOU START CREATING YOUR OWN STRATEGIES!
Phases of customer loyalty
It is very interesting to know this information to know the natural process that your customers must go through to become loyal customers.
Although it is true that “customer loyalty” is focused on the actions carried out to retain customers, it is important to understand customer loyalty from the moment they have first contact with your brand.
These are the phases of customer loyalty:
Awareness of your brand: the customer discovers your business and what you have to offer.
Search: The moment in which the potential customer searches for information on your online site.
Purchase: Moment in which the customer already buys your product / service!
Use: Your client experiments with his purchase. This is where you may run into an issue that you need to resolve accordingly.
Repetition: When making a new purchase, the customer repeats it in your store.
The demands of the situation are high but the rewards are too. According to a recent IDC study of 24,000 consumers from 12 countries, after having a positive customer service experience, 25% of users are encouraged to leave a review and 18% renew their products and services with the same company, even Although it is not the cheapest option.
Loyalty customers is a commitment to the future but you must start working TODAY.
