How to build customer loyalty and attract new customers with an adequate strategy

Customer loyalty is an extremely important step for several reasons. First of all, winning a new customer is far more expensive than retaining one. Secondly, a satisfied customer becomes a positive and free carrier of advertising, which results in a zero-cost testimonial for your business. Indeed, a satisfied customer is the best advertisement for any company.

That said, however, there can be several obstacles in the path of customer loyalty. Your customer care service could suffer performance decays for various reasons, or perhaps consumer purchasing habits and market trends change. You must therefore be constantly in step with the times and inform yourself about the latest news, especially in terms of the digitization of services. In this regard, we have created tips on customer management and the techniques to be adopted to improve relationships. Here, you can draw useful ideas to provide your customers with the utmost attention and, above all, customer service shaped according to specific needs. 

The 3 types of customers 

Let us shift our attention to customers, the center of every company, focusing in particular on those who have already had to do with your brand.

Firstly, there are active customers, or those who have had a positive experience with your brand and who continue to buy from you.

Secondly, there are the inactive customers, that is, those who have purchased once or twice from you and who, for different reasons, no longer do so, or do so sporadically.

Finally, there are ex-customers, that is, those who have bought once from you and who for some reason, perhaps a bad shopping experience or inadequate customer service, have abandoned you.

Each of these 3 customers requires a different strategy, but the attention to be paid must be the same for all. Remember: there are no series A and series B customers. There are only customers who have the power to spread positive or negative word of mouth, depending on the experience they get with your brand.

How to win back former customers

Convincing former customers or those who are inactive to spend again at your e-commerce business or at your company is a fundamental step.

The first step is to retrieve data from the previous year, using software that collects entire databases. This way, you can understand their buying habits and what the reason could be for them being pushed away. 

You can then propose a discount bonus, promotion or free gadget, such as a valuable ebook or online video, to arouse their interest again. The consumer has not always "betrayed" you for a competitor, but, from time to time, you have to remind him or her that you exist and the best way to do this is to offer a gift. Gifts are always welcome.

You must choose the best method to win back the customer based on your consumer preferences: a text message, a WhatsApp message, an email or a phone call. So, you can rekindle the "flame" of passion and take back your customer.

The tools to build customer loyalty

If the relationship with your customers is booming, it does not mean that you can neglect it. You have to consider the dynamics of a sentimental relationship: love must be fed continuously, otherwise the passion goes out.

How to build customer loyalty 

So? You need to keep your customer support service at a level of excellence by providing quick and relevant answers to their questions. To do this, you can rely on customer service or chatbots as offered by We Are Fiber. According to analyzes, customers who have chosen our services have seen an increase in customer satisfaction of 33% and in sales of 19%. These numbers are certainly not random and, indeed, they are strictly interconnected.

Do all your customers generally ask the same question or do many of them have identical problems? This is invaluable data that you can use to your advantage. First of all, you must identify the critical issue and resolve it promptly. Alternatively, you can create a video tutorial or an article that explains how to solve the problem, or insert it into your FAQs, giving people the opportunity to rely on web self-service. 69% of people prefer to solve problems on their own. It therefore pays to provide them with all the tools they need to get by on their own, so as to lighten the work of your assistance team too.

As you can see, there are many strategies to retain or win back customers. You simply have to adopt the one that best suits your needs. Effective customer support improves productivity and cuts internal management costs. Are you ready to make the decisive qualitative leap for your company?

Contact us.

We will be by your side to overcome every challenge!