7 strategies to optimise customer loyalty
Every SME manager wants his or her business to be successful. But to achieve this, it is not enough to offer the best product or service. It is also essential to have effective customer loyalty.
Loyalty is the set of strategies, techniques and actions that a company carries out in order to retain customers. The aim is to make them choose to buy your products or services on a regular basis.
In this way, we are going to explain 7 customer loyalty strategies for your business. Keep reading if you want to learn how to implement them.
1. Keep an honest business
One of the basic premises of any business should be honesty. Running a business in an honest way is related to transparency, which is the best way to build trust with your customers.
Unfortunately, more and more scams are occurring every day, especially via the internet, which also has implications for honest businesses.
To change this negative perception, you need to provide your customers with an honest and transparent shopping experience. For example, if you work with home delivery, you should avoid products arriving in poor condition; or problems with returns.
2. Offer a personalised service
Another effective loyalty strategy is to optimise customer service channels. The aim should be to offer a direct, personalised and real-time service.
Do you know what consumers want when it comes to customer service? First of all, they want direct and personalised contact. In other words, they want to perceive that they care about them and that their questions are answered. To this end, they want to be treated in a personalised way.
Another crucial aspect of customer service is to offer real-time interaction. To solve a problem, the response time should be almost immediate. If you don't have a call centre, respond via Whatsapp or answer emails as quickly as possible.
3. Have a loyalty programme
The next strategy is to develop and sustain a loyalty programme to build customer loyalty. This is one of the best ways to increase customer retention.
Through a loyalty programme you reward your customers with incentives. How does this work? Now you will find out.
When your customers choose to join your loyalty programme, you can reward them with access to special products, exclusive offers, among other options. Preferential treatment will make them feel valued, which is very important when it comes to customer retention.
4. Listen and address concerns
Paying attention to your users' queries and taking all their questions seriously is essential for customer loyalty. Of course, you can't forget to solve their concerns or problems either.
If someone asks a question that you assume is obvious, consider that it may not be. If the same question - which you have already explained above - keeps coming up, then consider that there may be a problem in the way or the channel through which they are communicating.
5. Address negative comments
Think about this: if your customers are not satisfied with the service you provide, why would they buy from you again? To a large extent, customer loyalty depends on customer satisfaction.
That is why you should not ignore complaints and negative comments, as every complaint that comes in is a kind of customer satisfaction survey. Thus, you should take advantage of this information to optimise your customer loyalty process.
6. Reach out to your customers on social media
There are more than 3.2 million users who use social media on a daily basis. If you decide to make social media part of your customer loyalty strategy, make it part of the shopping experience.
Your profiles should be clear and well communicated. Incorporate links to your social networks within your website, on payment pages and contact pages. If possible, use verified accounts.
When users leave a positive review of your business on social media, thank them for their comments. Then share the content with your followers.
You can also optimise customer retention through social media by announcing new products, offers and business updates.
7. Use the right technology
To strengthen your loyalty system, it is crucial that you have the technology to help you better understand your customers' needs. A good strategy in this regard is to incorporate digital marketing tools.
Users are increasingly using their phones and mobile devices to pay and receive payments. In that sense, your company can incorporate technological resources that provide customers with greater payment options.
The important thing is to make the buying process easier for them, so that they feel more inclined to buy again in the future.
Build customer loyalty with the help of PAGO46
It's time for the bonus track. The additional tactic to build customer loyalty is to offer innovative and efficient alternatives, such as PAGO46. This way you can simplify the buying process for your customers.
This fast and efficient payment method allows you to reach a wider range of consumers. Even customers who do not have a credit card or are unbanked can pay.
PAGO46 generates a QR code that the consumer must present when approaching an allied collection point or when meeting a "Socio46", i.e. any person who has downloaded the PAGO46 app and can make cash payments. We are a totally secure payment method, as we do not store personal or financial information about your customers and we open the range of payment methods to those who prefer cash payments.
Conclusion
Customer loyalty requires a significant effort in marketing, sales and customer service. The main focus of your business should be on customer loyalty: it is well known that it costs less to keep a customer than to gain a new one.
Among the 7 strategies we tell you about to implement successful loyalty actions, it is essential to facilitate the purchase process in relation to payment alternatives. To do this, you must offer varied and secure means of payment.
PAGO46 adapts to the needs of your business and does not involve any fixed cost, neither monthly nor configuration. It allows you to provide your customers with a better shopping experience.
PAGO46 is the ideal option to collect your products and services in cash, start enjoying its benefits right now!
If you liked this article, you may also be interested:
Why did digital transactions grow more than 2000% in Argentina?
Cybersecurity in eCommerce: Basics to keep your business safe
Business Expansion in Latin America: What You Need To Know