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Striving for and maintaining customer loyalty starts and ends at making sure customers feel loved. Giving them peace-of-mind about purchases or experiences gone awry; sharing exclusive content; sending them surprise coupons, samples or goods to keep them guessing and satiated; and allowing them to experience an identity through your company makes them feel like they’re not just shopping, but shopping through family, giving the company a familial face.
Key Takeaways:
- Loyalty, in fact, is a primer for many aspects of successful business development — so what is it that drives customer loyalty in the first place?
- Surprise enters the equation at many moments throughout your customer relationship. One of its most important applications is at the beginning of the relationship.
- If you want a customer to be loyal to your brand, you need to establish a sense of familiarity.
“If you want a customer to be loyal to your brand, you need to establish a sense of familiarity. The first step of this process is to make your brand approachable, like a friend or a relative, and that means personalizing your brand.”
