How to Increase Your Consumers’ Loyalty Effectively
Based on recent facts, loyal customers spend about 67% of their money on a company compared to newer customers. Loyal customers are key in a continuously flowing profit. Therefore, it is essential for your company to find out why people keep on coming to buy your products. However, what can we do to increase the customers’ commitment to ensure their loyalty to your company?
About 57% of small business enterprises claimed that the way they treat their customers would decide their customers’ loyalty in the end. A healthy relationship between both sides will inspire the customers to buy products from that company continuously in the future.
To make it happen, look at five ways to increase the customers’ loyalty below!
According to the 2015 Consumers’ Experience Aspect Survey, 76% of consumers believe that good service is the reflection of how much the company appreciates its customers. Every customer will assess his or her experience with your staffs, from when taking a line, earning change, complaining about the products to asking questions directly or in social media.
To satisfy the customers, you need to have a well-designed customer service. Your staffs have to be friendly and be able to solve problems in no time. Research results show that customers wish for a speedy response both in real life and in social media.
Reward Your Customers
One of the ways you can do to invite the customers back is by giving them reward for their loyalty. Create a loyalty program where they can earn discounts, gifts and interesting offers for transactions that they have made with your company.
Listen to Their Criticisms and Suggestions
Most businesspersons do not think highly of inputs and complaints from their clients. However, their criticisms and suggestions are worth every penny. Every businesspersons has to dedicate some extra time and power to provide feedback to every single input from the customers. When the customers complained about the overly long line, fix that problem immediately. Notify them too if the problem is finished.
Provide Them with Comfort
Make everything easier for the sake of your customers. By making things done easier, the customers will immediately come to your company again. For example, provide the customers with multiple methods of payment from cash payment to auto-billing service.
Applebee, an American-based restaurant franchise, is notable for making things easier for their customers by installing a payment device in their dining tables. Instead of making a line to make a payment after the meal, the customers now can immediately pay their bills in their tables without a fuss.
Do Not Simply Ask for Profit
Logically, money is an essential material that keeps your business running. However, do not let your profit-seeking motive override your obligation to form a healthy relationship with the customers. That way, you cannot earn their trust and loyalty.
Try to consider holding a customers’ appreciation event as a sign of your gratitude. Send them useful article links for their benefit and present them with various social activities as a support for the society. The point of this appreciation event is to connect with your customers routinely, without forcing them to spend additional expenses for your products.
Customer Loyalty Applications in the Digital Era
People of all ages and circles have now used smartphones a lot, making it a versatile device. This is an opportunity for businesses to increase consumer loyalty by leveraging mobile applications. Many smartphone users also choose to use mobile applications to complete their daily tasks, be it to communicate with others, check the weather forecast, manage finances, or buy products via e-commerce.
Before the existence of mobile and smartphone applications, customer loyalty programs were usually in the form of physical loyalty cards such as member cards, discount vouchers, coupons, and so on. However, now they have been replaced or can be said to be upgraded to a digital version. In addition, e-wallet payments are now popular, so payments and physical forms of loyalty will be less effective.
Mobile applications have changed the way rewards are given to increase customer loyalty. This mobile app is easy to use, customizable, convenient, and provides a more robust customer experience than any other. And most importantly, the mobile device on this smartphone is always used by users all the time. In fact, many market-leading companies in various industries rely on this channel to understand customer emotions, observe customer behavior in transactions and drive their customer loyalty.
Loyalty programs implemented through mobile applications can strengthen a brand or company relationship with customers by:
- Engaging constantly through the use of the app
- Inviting users to use the applications and loyalty programs offered
- Sharing useful and interesting content for subscribers
- Increasing the ease of use of the loyalty program
- Rewarding loyal users
Loyalty programs can be delivered differently depending on the purpose of the mobile application, the targeted audience, as well as the goals of the loyalty program itself.
The Use of Mobile Apps for Customer Loyalty
The following is the use of mobile applications for customer loyalty programs.
1. Easily accessible reward program
By using a mobile application, giving rewards will be much faster and more practical than the traditional way of using coupons or vouchers. Most retail or e-commerce applications also offer mobile ordering and payments (e-wallet), so integrating these payments with a loyalty program is of course easy and profitable. By combining a loyalty program with a mobile payment system, the buying process can be simpler and more practical and can encourage customers to make repeat purchases.
For example, in the mobile application, customers can directly view their status or loyalty points at any time from the reward program. This will make customers want to collect as many points as possible to exchange them for rewards. It will also keep customers on the app to check their achievements. That way, businesses can attract customers and increase customer retention so that the business can grow.
2. Manages customer experience flexibly
With mobile applications, companies can customize the customer experience flexibly. Companies can provide personalized offers, give special gifts on customer birthdays, and more. In addition, the visual design of the mobile application can also be updated and adjusted at any time according to the customer’s needs. For example, by creating shortcuts for the most used services in the main menu of the application, it will further increase the brand recognition and connection of the business.
Each of these rapidly customizable app components will result in a better experience. Interacting with customers on a regular basis in a manner that is personalized according to each customer’s needs will build an emotional connection with the company’s brand. And of course, we all know how important emotions are to driving purchasing decisions.
3. Identifies the customers’ profiles and habits
One of the main reasons businesses should integrate their loyalty programs into mobile applications is because of its ability to collect customer analytics. By encouraging more customers to use the mobile app, companies will be able to track and understand their customer experience better. Once customers are actively using the mobile application, the company can start collecting feedback that will help provide valuable information to the mobile marketing strategy.
So, by adding loyalty programs to mobile applications, companies can help obtain valuable data about the customer experience. Attracting customers by providing rewards through the application will help inform the business roadmap more easily and clearly. A better understanding of how
customers use mobile apps and collecting feedback on a consistent basis will help businesses improve the customer experience continuously.
Read Also: Millennials Consumer Behavior
4. Increases customer engagement
It is clear that reward programs in mobile applications can significantly increase customer engagement. The gamification and instant gratification of mobile rewards can encourage customers to come back again and again to the business application.
Business brands can also drive sales with their mobile applications by building relationships and creating customized and targeted offers with individual customers. Apps are a great medium for serving content according to consumer preferences, such as the type of content, media, frequency, time of day, and others that they prefer.
5. Receives feedback from customers
In marketing activities, feedback is a tool to measure the extent to which the ability of a service or product to work well and how well the product is received by target users and consumers. Feedback can also assist businesses in developing products or as evaluation material for the marketing team.
It is very important to understand the customer and choose the right time to ask for feedback when the customer is using the app (e.g. after the customer completes a purchase, when they view a certain page, when they complete a level, etc.). Give the customer time to feel and become familiar with the experience of using the app before asking for the first time. In asking for feedback from loyal customers at the right time and place, it will show them that the company cares about their opinion and give them a platform for their voice to be heard by the company.
If you are an actor in the financial industry, AdIns is ready to assist you in providing the best solution for more practical business. Utilize Credit-Mobile Customer application from AdIns as the way for you to increase the customers’ loyalty and to be ready to enter the millennials’ market.