Being able to retain customers to your brand is one of the fundamental steps of any Digital Marketing strategy. The teams in charge of this task in companies pay all their attention to getting customers to choose the products and in the services they offer. When the competition is fierce in the market, that is when you have to pay full attention to keeping customers loyal to your brand.
The digital world is constantly changing, so you need to be aware of new trends and marketing strategies that are emerging. Getting content interesting to people is a good way to keep customers loyal to your brand.
It is not enough to serve just one customer, various actions must be applied to achieve the goals set by marketing teams. Keep in mind that dealing with customers is not an easy task. To keep customers loyal to your brand, you must understand that people have different tastes, interests, and personalities.
A very important point to keep in mind is that every satisfied customer, will recommend the brand to 2 or 3 other people. On the contrary, another statistic says that a dissatisfied customer will not recommend a brand up to 9 times more, so you have to be careful.
The value of retaining customers to your brand
Taking care of existing customers is very important for brands and is more profitable than trying to acquire new customers. Investing time and resources in the people who are already part of a brand is one of the smartest decisions you can make.
Company loyalty and recommendations play a central role in the long-term success of a business. This is key for a brand that wants to stand out and achieve all its marketing goals such as generating sales.
Social networks and the Internet are two important channels to effectively convey a message to customers. In fact, the data speaks for itself when it comes to customers and brands. And the relationship between the two parties has become closer, so applying a good content strategy can be the key to keeping customers loyal to your brand.
The relationship between the brand and customers
The relationship a customer may have with a company is critical to the goal of getting more sales of a product or service. To attract this type ei customer, brands must follow a trend of appropriate and interesting content. This task is not easy, as it must go through a process of studying and analyzing the behaviors, interests and needs of each user.
The truth is that there are some data that speak for themselves when it comes to measuring the importance of keeping customers loyal to your brand. Among them you can find the following:
A brand’s existing customers are up to 52 percent more likely to try new products and spend nearly 32 percent more than new customers. Hence the importance of retaining existing customers.
Forty-five percent of companies base their marketing strategy on trying to acquire new customers, while only 17 percent of brands try to retain existing customers.
Most customers look for companies that are proactive in achieving goals, generating new opportunities, and leading the way. 96% of customers want a brand to be or act proactively.
Nearly 80% of customers will look for a company that provides them with a stable and efficient loyalty program.
Most millennials prefer personalized customer service. This occurs in almost 91% of cases.
To retain customers to your brand there are several strategies that can be used to generate an enjoyable user experience that is in line with the results you want to achieve in terms of Branding.
Know your customers to keep them loyal to your brand.
Before applying a strategy that generates sales and reaches all individuals, you need to know how customers behave. It is worth investing in getting to know your customers better. One method of obtaining some data is the RFM method.
This method evaluates three important variables which are timeliness, frequency and money. The first aspect has to do with how much time has passed since the first purchase was made. Frequency has to do with the average number of purchases made in a period of time. Regarding money, it has to do with the purchases the customer has made in the given period.
Depending on each score per customer, you get important data such as frequency of consumption, money spent by each, etc. This is all key data to then apply strategies to retain customers to your brand.
Marketing strategies to build customer loyalty to your brand
Retaining a customer’s loyalty can help companies get much more value for the products or services they offer. This will foster loyalty and positive sentiment to keep these customers making purchases. Similarly, encouraging them to generate positive comments on social media can attract new customers.
Below are some marketing strategies that can work very well to keep customers loyal to your brand:
1.- Personalize message and offers
Achieving segmentation will allow one to know who is who within the mass of a company’s customers. In this way you can personalize messages that can be sent via Email Marketing, Newsletters, social networks or SMS Marketing, which will multiply the chance of being well received by these people.
To increase purchase presence you can do a 2×1 or 3×2 promotion. These are promotions that are not lacking when it comes to sales. Conversely, if you want to reactivate a customer who has time without doing anything, you can promote the purchase of some of the products purchased last time.
2.- Proactivity in customer service
In business it is very important to be able to anticipate possible scenarios, and having efficient customer service is key. It is better to deal with a problem at the beginning than to deal with a bigger one intensified. It is normal for a customer to have a problem with a product or service, and that is when the brand needs to be there to help.
An educated, open-minded, friendly, empathetic, and problem-solving customer service team is key to meeting a person’s needs and keeping customers loyal to your brand.
3.- Ask customers what they need.
Before launching a new product or service, it is a good option to know what the brand’s audience needs. This increases the chances of a successful launch and will make customers feel part of the entire business process.
Another strategy widely used by companies is to select groups of people to test products. This is what video game company Capcom did with its latest release, Resident Evil Village. They invited various people called ambassadors to test the game and give their opinions before releasing the final product to the market.
4.- Use social media
Social media is a good place to keep customers loyal to your brand. Most have lives on the Internet and networks. Therefore, it is a good option to contact them this way.
For example, with each passing day more and more people use Instagram or Twitter for information, so it is a good option to communicate with customers and position the brand in the minds of consumers.
5.- Communicate transparently
Communication is essential to building trust between the customer and the brand. Sincere, value-added and inspiring communication is essential to keeping customers loyal to your brand.
Efficient reporting is critical in handling any brand-related issues. This is why it is important to have an action protocol.
6.- Surprise customers
Surprises have been shown to work very well in improving personal relationships as well as business-client relationships. The surprise factor carries a lot of weight in content marketing because it is an action that takes people out of the routine and invites them to take action.
A good strategy might be to surprise customers with a significant discount or by inviting them to an event, getting free tickets, etc. To keep customers loyal to your brand, this is one of the best strategies for its effectiveness. It also strengthens the relationship between the customer and the brand as well as the connection.
Do you want to keep customers loyal to your brand? In Antevenio we have the solution for you. We offer you a Loyalty Marketing service through which you can build effective communication with which to maintain strong relationships with your customers.
