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  Without solid customer loyalty, your brand will go into oblivion in a matter of time. There are countless companies in Nigeria and the world at large, that shut down due to poor customer loyalty. Wise business owners make building customer loyalty a fundamental target for their marketing strategies. Based on several sources, custom loyalty was quoted as the best ROI. The life of a business relies on loyalty. Studies have shown that existing customers make up nearly 65% of a business’s income, with companies such as Apple Inc. being the exemplar of brand loyalty and having a core of followers who will only purchase their products. In this article, I discuss various ways in which businesses can make customers stay loyal.
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  • Trust: Be Dependable 
According to a study by InMoment, 75% of consumers have built up a relationship with a brand that stretches over a decade. Most often, these relationships are anchored on trust and reliability. Even in the age where there are numerous cheaper options, lovers of Apple Inc. and other iconic brands still stick with the brands they trust. The reason for this long-term relationship is that the customers know what to expect. Customer behavioural studies have also shown that the fear of the unknown is a major reason people don’t choose a new brand or service; in case they aren’t happy with their choice. But how do businesses manage to build this level of trust? Firstly, they must be client-focused in their business operations; whatever business decisions they want to take, the customer’s happiness is topmost on their minds. prepare with the customer in mind. Secondly, to build a great level of trust between you and your customers, you must operate an honest and truthful business model. Businesses shouldn’t offer a service or product that isn’t actually what the customer is expecting; this is a sure-fire way to break any level of trust.
  • Customer Service: Ensure Quick, Quality And Consistent CS
Studies have shown that millions of companies have lost a huge number of their followers due to poor customer service. According to a Yotpo study, 23% of us blame poor customer service for choosing a different brand. This shows that people’s perception is crucial. One can clearly state that customer service is perhaps the most important factor to somebody staying loyal to a brand. If your brand or company provides customers with consistent quality service, they will be more likely to stick with you. Imagine reaching out to a front desk help through the phone, and the voice over the phone was disrespectful and harsh. How would you feel? It’s therefore, important that your company knows what its customers expect. 
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  • Nostalgia: Create A Memorable Experience For Customers
Nostalgia is one of the easiest ways a business or brand can grab loyalty. Have you gone to a restaurant, and from the gate to the table, you were treated to a royal welcome. And again, the air in the restaurant was blissful, it smelt of nice fragrance. The chips and chickens were crispy and tasty. The waiters were courteous. Have you heard of how women are more loyal to their hairstylists than their marriages? Customers’ experience is everything and it is central to winning customers’ loyalty.
  • Surprise: Reward Customers With Discounts And Special Offers 
Surprises are not exclusively for new customers. Most companies make the mistake of rewarding only new customers. This is why there are cases of customers who actively vent their frustrations that it’s only new customers who are rewarded. Thus, discounts and special offers are important to make sure that existing customers feel valued. It might be hard to always please old and new customers, however, there are inexpensive ways to make them happy. For example, a “thank you” note, a Christmas card or hampers and so on.  In Conclusion Of course, the needs and desires of each customer or consumer are different. Therefore, it’s important to regularly conduct customer feedback surveys to ensure you fully understand what your customer base is looking for. Doing so will allow you to have the best chance of retaining customers in the future.  Featured image source: Socialbakers
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This article was first published on 21st March 2022

nnaemeka-emmanuel

Nnaemeka is an academic scholar with a degree in History and International Studies from the University of Nigeria, Nsukka. He is also a creative writer, content creator, storyteller, and social analyst.

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