How Customer Loyalty
Customer loyalty is to make the customer back to buy and become a frequent or regular customer.
Let’s look at a technique for customer loyalty, which consists of the execution of six steps:
1. Designing a good quality product
First we design a product or service quality that meets the needs, preferences and desires of the consumer.
This first step is essential if we get the customer to opt for repeat purchase.
2. To note our existence and make us buy
Second, we must inform the consumer that we maintain a quality product that can meet your needs, preferences or desires. To do this we make use of advertising.
And so that consumers will decide to purchase our products, we can make use of sales promotions such as special offers, discounts, sweepstakes, etc…
3. Provide good customer service
Not enough to offer a quality product that meets needs, preferences and desires for existing customers is also vital to provide customer service quality, i.e. good service, friendly staff, good atmosphere, treatment personalized, prompt attention, and so on.
4. Get customer data
Once the client has decided on the purchase and we have adequately addressed, we must try to achieve their personal information such as your name, address, telephone and e-mail and enter them in a database.
To do so, saying that we’ll call to see if the product arrived in good condition, to know how you’re doing with their use, or to send you our new developments.
Or in any case, we can try methods are not as straightforward as, for example, invite them to participate in promotions that allow us to obtain their data, for example, invite them to participate in sweepstakes in which to participate must provide us with your data.
5. Maintain customer contact
Once we have obtained customer data, we use them to maintain contact with him, for example, we can call to see if the product arrived on the agreed conditions, call to find out how you’re doing with the product during its first week of use , send letters of thanks for your purchase, send postcard greetings or congratulations for your birthday or a holiday, etc.
The idea is to feel important and special to the customer and let them know that we care and are interested in him.
6. Send promotions
And once we have had some contact with the client, we must use to let you know about our new products or promotions.
For this we make use of phone calls, posting fliers, sending e-newsletters, etc., through which they communicate about the launch of our new products on our new promotions, new offers and new discounts.
In this last step we need to avoid inconvenience to customers and not overuse these promotions, we must be nice to him and, for example, by calling by phone, kindly inform that we are launching a promotion that could possibly be to your liking.
Also, if possible, we offer promotions that fence according to their specific needs or preferences, for example, if we notice that a customer always buys a certain type of product; we can offer special discounts just for this type of product, or offer new products that may be complementary with those who always used.