Customer loyalty, as we often say, does not always work, since it is not an exact science. There are different types of loyalty actions and strategies that are necessary in all types of business, such as good customer service, and making sure that the product or service offered is of quality.
Loyalty strategies and actions change as time goes by, and evolve with society and the market. For this reason, we are going to identify the loyalty trends that are being put into practice during this year 2023.
What is customer loyalty?
What you try to achieve with customer loyalty is to establish a relationship between company and customer in a positive way. Create a link that makes the customer return for the product or service to the same company, and also recommend it to their environment.
One of the best strategies used by companies is attracting and retaining customers to build long-term relationships. And, in this case, service and customer care are paramount.
“Get very close to your customers. So close that you have to tell them what they need before they figure it out themselves."
Steve Jobs
CUSTOMER LOYALTY TRENDS IN 2023
SOCIAL MEDIA
Social networks are essential today to make yourself known. But we must comment that, in 2023, it is no longer recurring to be 100% on all existing social media channels. The most important thing this year is to be in those where the love Lóleo of our company. In addition, it is essential that apart from having different social media channels, we maintain communication with customers through them. It is a good strategy for them to feel part of the company, and for them to see that we are interested in their needs and concerns.
COMMUNICATION IMPROVEMENT
Normally, most customer service complaints are related to the type of communication which is used They tend to be very unnatural, impersonal, like a robot. Companies train the employees in charge of this section as if they were robots, with greetings and predetermined sales pitches and apologies. When customers/users look for people who understand them and serve them empathetically, as if they were dealing with someone from their environment.
When you have to talk with consumers and/or clients, it is essential that communication be as empathetic and natural as possible. A good strategy for this is to use their names, greet them pleasantly, worry about what they need, reassure them if they are irritated by the problem, etc.
Humanizing the company, and communication with the customer, is the best way for customers to empathize with the values and philosophy of the company, and for them to feel a much closer and more familiar treatment.
THE CREDIBILITY
Credibility, like trust, is built little by little, very slowly, but it can be lost in the blink of an eye. The honesty It must be a fundamental pillar in the company, so that the client trusts 100% in what you offer and what you communicate.
For example, if a company offers ecological and sustainable products, but the client realizes that the company practices practices that are not sustainable, or that have nothing to do with what they sell and the image they try to give, the client will investigate , and will create a current in which the company may lose all the credibility that I had
LOYALTY PROGRAMS
Implementing loyalty programs will promote a much closer relationship with your customers, and you will also be able to obtain information that will help you understand how they behave and what leads them to buy or avoid a product or service.
With Gums Up you can promote your business by rewarding your customers for their loyalty and thus reduce your flight to online commerce and other competitors. You can create special promotions to reinforce specific campaigns such as Black Friday or the launch of new products and target your audience.
CUSTOMER JOURNEY
Is process or fireplace that a customer travels through all the interactions he has with a brand and/or company. It is very important to know how we should behave throughout the process and what we should do to make it BEST possible.
DISCOUNTS FOR ALL CUSTOMERS
It is very common to see how companies and organizations give all kinds of discounts to new customers, in addition to giving them products for signing up, etc., but once you are inside, you will not have any of these discounts again. For this reason, this 2023, it is becoming a trend to retain the people who are part of the community, offering discounts and all kinds of rates.
POSITIVE COMMENTS AND REVIEWS
Many companies and organizations tend to buy positive reviews to improve their brand image and search engine rankings but, in the long run, they don't work the same way as real reviews. The real clients are the ones who will be able to speak well of the company, and the ones that the search engines will take into account to improve the SEO positioning. So you should focus your strategy on a good customer service to promote comments.
Encouraging consumers to leave their opinions, either through the website or other channels such as social networks, will earn you the trust of your customers, more specifically potential ones.
