This report from DotDigital is a good overview of the necessity and means of retaining and growing loyal customers. Although written in the context of B2C it has very good implications for B2B as well so many of the points will apply. Not to state the obvious but a loyal customer has much more value than one who is not committed. So, what can be done to help create more loyalty with current customers and new ones. Here is what the report suggests.
- You need to ensure your customer journey is seamless.
Be consistent across all marketing channels. - Get to know your customers better.
Use first and zero party data with segmentation to create a Personalized approach. - Deliver Exceptional customer Service.
Communicate support options available to your customers. - Create loyalty programs.
Ensure your loyalty programs offer exclusive value to customers. - Personalization is key to engaging your customers.
Make each customer feel special. - Create a brand community.
Your customers are buying more than just your product, - Encourage advocacy and referrals.
Motivate customers to share their experiences with your brand.
“Loyal customers are invaluable to your brand. Ultimately, you need to provide a seamless customer experience and celebrate them wherever you can. Make your customers feel valued, appreciated, and understood, and they will naturally stick around for the long haul.”
Let me know what you think. Our Heron Martech technologies can help create the loyalty you need and want with our engagement and data reporting.