What is the general customer service consensus? The little things matter most.
We recently asked our customers what makes them loyal to a brand. Here are some of the responses:
“The little things matter the most to me. Send a note.” –S.J., New Jersey
“Getting a handwritten note would make me loyal to a brand I already liked.” –M.P., Tennessee
“Respond to questions, comments ASAP. We’re in the digital age, I expect that.” –I.G., California
“Make my issues your priority, and I’ll be loyal to that brand for life.” –M.R., New York
Based on their unique and actionable responses, we built a guide for creating customer loyalty. Check it out!
5 Things That Create Brand Loyalty
1. The little things matter most
Send a handwritten—and yes, that part is crucial—note to a customer and they’re more likely to become loyal to your brand. It’s one of the easiest ways to encourage brand loyalty.
Sending a thank you note, or simply a follow up note after a meeting or phone call, sends the message that you are committed to them and happy to have their business.
2. Trim your response time
Don’t wait 24 hours to respond. Make it a priority to return phone calls, emails, and inquiries from your customers right away. Customers want increasingly fast service, and if you can’t deliver, you’re not getting their business.
Speed up your response time a bit and see the positive reaction you get.
3. Stay in touch
Our customers said they love to get a personal phone call, email, or note from a business they support. If you’re looking to make your customers loyal, stay in touch with them. Learn about them. Ask about them.
Treat customers more like friends to create brand loyalty.
4. Don’t over-promise
Over-selling your services or product only ends in trouble. Our advice: Promise what you can deliver, then deliver more than you promised.
In fact, that’s what we advised in one of our most popular Facebook posts last month:
Be honest about what you can provide your customers to create loyalty.
5. Ask for feedback
Ask for customer feedback, and you get two awesome benefits:
- The customer feels heard
- You get valuable information
Even if the feedback you receive is negative, it makes you aware of a problem you need to consider. And if you’re consistently receiving positive feedback about certain employees, services, or features, you’ll know you’re headed in the right direction.
Asking for feedback is a trait of brands with loyal followings.
Creating brand loyalty starts with great customer service. Follow the tips our customers shared with us to ensure you’re providing an enjoyable customer experience that leaves them wanting to do business with you again.
How do you encourage brand loyalty?