10 Tips for Building Customer Loyalty

Posted on July 3, 2010

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Selling more to current customers is easier and cheaper than finding and selling to new ones, plus loyal customers tend to buy more and more regularly. These 10 tips can help build loyalty and encourage clients to recommend your business to others.

  1. Understand the true purpose of marketing. Effective marketing is about building trust and developing relationships.
  2. Identify and build your brand. Your brand is what your business is known for, how you engage with customers, and what people can depend on you to consistently deliver.
  3. Tap into what customers want. This begins by first understand their motivations, values, and priorities.
  4. Understand what customers actually are paying for. We like to believe customers are paying for our expertise, but they are concerned with the relationship they have with you.
  5. Outcomes matter. Clients need results they can see, count on, and talk about.
  6. Integrity leads to trust, which leads to a relationship. Integrity involves keeping your word, being honest, providing a consistent level of service, and being reliable.
  7. What have you done for me lately? What you do or don’t do makes an impression on clients.
  8. Never take loyalty for granted. Customers return to where they feel connected, where they have a sense of belonging, where there is mutual esteem, where they are treated with respect, and where their care results in positive outcomes.
  9. Word-of-mouth marketing isn’t new. Third-party endorsement or customer referral has long been the foundation of marketing. What is new is that the bar for what customers expect in the way of service is higher today. Being good isn’t good enough to get customers talking about you. Outstanding is the new good.
  10. Know and appreciate your ambassadors. Those who make referrals are either connectors or market mavens. Connectors are social. They have a gift for knowing people and naturally make connections among their network. Market mavens are people who have “the goods.” They have a desire to be of service and influence others. Learn to recognize those customers, cultivate them, and express your appreciation accordingly.

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Posted in: Marketing