Customer Loyalty: Keep Your Customers Coming Back

by Chris Arringdale Client Loyalty, Customer Success

For any business, the wellbeing of every customer is essential to the health and growth of the company. It may sound obvious, but sometimes the importance of establishing a long-lasting relationship with your customers can be overseen.

When customers get good value from your product, they feel loyal to your brand. Today, with the rapid transformation of technology, customer success management has made it easier for companies to retain their customers.

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Are you ready to stay ahead of the game and learn how you can increase customer loyalty? Here are some tips to make sure your customers are coming back for more.

What is Customer Loyalty and Why is it Important?

For those who are unfamiliar with customer loyalty, let’s break it down. Effective customer loyalty management starts with the willingness of a customer to continue purchasing from any brand or business repetitively, due to the belief the company is providing the best product or service, experience, satisfaction, and price. I know it may sound evident, but businesses want to ensure they are providing the best service to their customers, to keep them coming back.

In this new era of customer success, customer loyalty has become more critical than ever. Adopting a customer-centric approach has shifted the way businesses operate. About 65% of a company’s business comes from its existing customers who already know their brand. To retain customers and stay ahead of the competitive edge, it’s crucial to create beneficial, long-lasting relationships, built on growing customers throughout their journey.

Build Brand Awareness

When it comes to developing brand awareness, building customer loyalty, success, and retention go hand in hand. Next to evolving your product or service, creating a reliable brand your customers will love is essential to enlarging your company. Why may you ask? It’s because when someone buys a product, they go beyond the quality of your product, and preferably on who the company is about, stemming from their values and reputation. Sixty-four percent of consumers have stated shared values are the main reason they have a trusted relationship with a brand. Your brand allows you to express to your customers who you are and how you can help, allowing you to skyrocket your customer success.

Create the Right Solution for Every Customer

More than so, customers need definitive solutions, with the right amount of features, and affordable cost to get their businesses to where they need to be. But don’t get side-tracked by upselling a solution with too many features or isn’t cost-effective. Overall, you want to bring value to your product, while continuing to build relationships with your customers.

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Around 64% of customers want to shop with companies who can meet their needs in real-time. To aid customers in choosing the right solution, consider identifying their pain points and mapping out the customer’s journey right from the start. It isn’t a one-size-fits-all solution. Every customer is different. Once you’ve addressed their pain points, you’ll be able to customize the customer’s journey and relate how your product can solve their problems, improving their overall experience. When your customers have an overview of the right solutions that will help, you can reduce churn by addressing problems before they occur, and get them to renew their subscriptions faster. As a result, customer satisfaction will increase, making it easier for customers to become loyal to your company.

Always Reach Out and Follow Up

From the beginning, it’s vital you’re in constant communication with your customers throughout their entire journey. Your customers want to know you’ll be there with them, guiding them through every step of the way. With Kilterly, by organizing every element of customer data, you’ll be able to view each person’s health, ticketing, engagement, and usage score to determine their satisfaction and guarantee they’re getting the appropriate value from your product.

Every interaction made with customers is an opportunity to develop a two-way street of communication. Not only is it beneficial for you to ensure your customers are getting the utmost care, but in return, it’s important you are collecting feedback to drive customer satisfaction. Without having detailed knowledge of what drives customer satisfaction, it’ll be hard to secure customer loyalty in the long run, resulting in churn. Feedback can range anywhere from gaining insight on your product, to the service your customer success teams are providing. Kilterly allows you to receive extensive feedback from any customer through our customizable survey builder. Continue to follow up with your customers after feedback has been presented, and share that feedback throughout your company to find strategic ways to improve your product and teams.

With Kilterly, you can identify key factors throughout any customers’ life cycle to establish they’re receiving the right tools they need to expand their customer loyalty. Walk through a free demo today to learn how you can keep your customers coming back.

worker taking notes on different customer metrics

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