{"id":10180,"date":"2014-09-18T06:00:24","date_gmt":"2014-09-18T13:00:24","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=10180"},"modified":"2024-08-01T02:45:31","modified_gmt":"2024-08-01T09:45:31","slug":"build-customer-loyalty","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/","title":{"rendered":"9 ways to build customer loyalty"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Build customer loyalty<\/h2>\n\n\n\n<p>I had a really interesting experience the other day related to &#8211; how to build <a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-what-it-is\/\">customer loyalty <\/a>with the help of<a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-what-it-is\/\"> <\/a><a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-software\/\">customer loyalty software<\/a>. I wanted to try a new blogging tool. \u00a0I was doing some research and found something I thought I&#8217;d try. \u00a0They had a free trial with no credit card required and so I decided to give it a go. \u00a0I installed the plugin and went over to the site and started clicking around. \u00a0Soon after that, I got an email &#8212; FROM THE CEO!<\/p>\n\n\n\n<p>Now, let me be clear, this isn&#8217;t a small company I&#8217;m talking about. OK, it&#8217;s not Apple either, but it&#8217;s a known brand and I guess the CEO must have been doing something online this weekend because I was lucky enough to email back and forth with him. The entire conversation started with an automated email that requested my feedback. I responded and every email after that was a personalized response in answer to my questions.<\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/10180&amp;lang=en&amp;cat=customer-experience|customer-loyalty|marketing\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<p>This got me thinking about all the companies I&#8217;ve worked with and used over the years and what they actually did to earn my loyalty. I created this list and thought I&#8217;d share it with you.<\/p>\n\n\n\n<ol>\n<li><strong>Use Mobile.&nbsp;<\/strong>With more than 4 billion mobile devices out there, it&#8217;s a good chance that your customers will be using a mobile device to interact with you in some way. &nbsp;Make sure that your website is RESPONSIVE &#8212; that means that it automatically adjusts to the size of the screen.<\/li>\n\n\n\n<li><strong>Survey Them.&nbsp;<\/strong>We&#8217;ve already established that surveys can actually INCREASE sales&nbsp;because the mere act of surveying customers puts you top of mind and your customers are more likely to buy. &nbsp;But here&#8217;s another benefit to surveying your customers; it&#8217;s a great way to inform your customers about your products, services and what sets you apart from the competition. &nbsp;In other words, your survey will&nbsp;tell them what you&#8217;re doing for them &#8212; and that also build customer loyalty.<\/li>\n\n\n\n<li><strong>Create a personalized experience.<\/strong>&nbsp;Personalization is a huge trend. &nbsp;In the story I shared above, the company I was interacting with found a wonderful way to insert personalization into their marketing funnel. &nbsp;To give great customer service, research what really matters to your customers. &nbsp;Don&#8217;t hide behind technology, use it to bring you closer to your customer and that way build customer loyalty.<\/li>\n\n\n\n<li><strong>Engage with Incentives.<\/strong> Too many businesses take the easy way out by defaulting to incentives like iPads or gift cards. &nbsp;While those are certainly nice, you risk getting engagement from people who are more interested in the incentive and not as interested in what you&#8217;re offering. &nbsp;Get creative and look for incentives that not only feature your product or assistance, but give real benefit to the customer. &nbsp;For example, you can let your best customers skip the line, or have a fancy event for your customers where you feature your latest and greatest. &nbsp;If you sell a physical product, send your customers free samples before you launch it to anyone else. The idea is to build customer loyalty and make your customer feel special.<\/li>\n\n\n\n<li><strong>Socialize.<\/strong> There are hundreds of gurus out there pitching all manner of social media strategies. &nbsp;Don&#8217;t just default to what everyone else is doing &#8212; take a close look at which social media channels your customers participate the most in and be there too. Engage with your customers as people and not just credit card numbers. &nbsp;Years ago, I was on the Walmart blog and was astounded when I actually got into a conversation with one of their buyers in the toy department who had written an article about a toy I was interested in buying for my son. &nbsp;We shared a couple of &#8220;boy&#8221; experiences about the toy in question. &nbsp;It was really terrific and I have to say, it left me feeling better about shopping at Walmart.<\/li>\n\n\n\n<li><strong>Develop rewards programs with levels of engagement.<\/strong> Would you believe that a paying membership program could actually increase customer loyalty? &nbsp;I read about a local restaurant that actually offered 3 levels of membership that their customers could purchase. &nbsp;Inside each package were coupons, offers, and invitations to events. &nbsp;When members came in to use their rewards, they actually brought friends &#8212; who &#8211; you guessed it &#8212; bought a package! &nbsp;Each month the restaurant would have special events to celebrate their members. Definitely worth doing to build customer loyalty.<\/li>\n\n\n\n<li><strong>Focus on employees.<\/strong> There are actually two schools of thought: one says to focus on the customer and give them everything. &nbsp;This is a great strategy and one I&#8217;m featuring here. But there&#8217;s another school of thought: focus on the EMPLOYEES and they will naturally give great service. There are many examples of companies that are employees first companies; Southwest Airlines is one of them. &nbsp;If that&#8217;s too much for you, start by allowing them to be flexible with policies. &nbsp;Train your employees, give them guidelines and a structure inside of which they can operate and then, just let them be. &nbsp;If you&#8217;d like to learn more about this, read <em><a href=\"https:\/\/smallbiztrends.com\/2009\/11\/book-review-i-love-you-more-than-my-dog.html\">I Love You More Than My Dog<\/a><\/em> by Jeanne Bliss.<\/li>\n\n\n\n<li><strong>Know your products and service inside and out.<\/strong> &nbsp;This might seem obvious to you, but how many times have you walked into a store and asked an associate a question only to get a blank stare? &nbsp;When I lived in Dayton, we used to shop at a local bookstore that looked a lot like a Border&#8217;s or a Barnes and Noble, but it was run by book lovers and was called Books &amp; Co. &nbsp;Everyone who worked there was a real book lover. &nbsp;It was not at all unusual to get into a pretty deep conversation with one of the associates while browsing the aisles. &nbsp;These people were practically like librarians.<\/li>\n\n\n\n<li><strong>Be your word. <\/strong>I already know that I need to explain this point a little deeper. &nbsp;It&#8217;s one thing to GIVE your word, to do what you said you would do. &nbsp;This is certainly a great trait. &nbsp;But BEING your word is a little different. BEING your word is more like living your brand. &nbsp;Each of my personal customer service examples here illustrates the idea of BEING your word. &nbsp;Here is another practical way to be your word: be transparent. &nbsp;It&#8217;s ok to make a mistake or not to know. &nbsp;Being transparent means that you will do things a certain way.<\/li>\n<\/ol>\n\n\n\n<p>I always like to say that marketing isn&#8217;t about what you do, it&#8217;s about who you are. In today&#8217;s world, likeability trumps capability.<\/p>\n\n\n\n<p>Given the choice, people would much rather buy from people they like. They are more willing to forgive small mistakes and shoot &#8211; even big ones. When people like you, they want to spend time with you and money with you.<\/p>\n\n\n\n<p>Use these nine tips to build customer and <a href=\"https:\/\/www.questionpro.com\/blog\/brand-loyalty\/\">brand loyalty<\/a> and you&#8217;ll not only increase sales, but you&#8217;ll also have a lot more fun at work.<\/p>\n\n\n\n<p><strong>QuestionPro&nbsp;offers a robust online platform to help you manage customer experience.<\/strong> <a href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\">Schedule a live demo<\/a> with our CX professionals and learn how our CX software can help you increase brand loyalty and keep customers coming back.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Leverage a powerful CX platform<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Build customer loyalty I had a really interesting experience the other day related to &#8211; how to build customer loyalty [&hellip;]<\/p>\n","protected":false},"author":128,"featured_media":17743,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169,274,341],"tags":[284,377],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>9 ways to build customer loyalty | with QuestionPro<\/title>\n<meta name=\"description\" content=\"Build Customer Loyalty with these 9 steps. Build Customer Loyalty and guarantee that customers keep on coming back because of who you are.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"9 ways to build customer loyalty | with QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Build Customer Loyalty with these 9 steps. Build Customer Loyalty and guarantee that customers keep on coming back because of who you are.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2014-09-18T13:00:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-01T09:45:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2014\/09\/rsz_hnck1708.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"825\" \/>\n\t<meta property=\"og:image:height\" content=\"550\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ivana Taylor\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ivana Taylor\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\"},\"author\":{\"name\":\"Ivana Taylor\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/5a547e9ba0ad62a9ffa6f12466a7a244\"},\"headline\":\"9 ways to build customer loyalty\",\"datePublished\":\"2014-09-18T13:00:24+00:00\",\"dateModified\":\"2024-08-01T09:45:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\"},\"wordCount\":1273,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"keywords\":[\"Best Practice\",\"Top10\"],\"articleSection\":[\"Customer Experience\",\"Customer Loyalty\",\"Marketing\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\",\"name\":\"9 ways to build customer loyalty | with QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2014-09-18T13:00:24+00:00\",\"dateModified\":\"2024-08-01T09:45:31+00:00\",\"description\":\"Build Customer Loyalty with these 9 steps. 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