Purchase and satisfaction: The customer purchases, is satisfied ⟶ Repeat business: a satisfied person decides to make another purchase, he liked the previous experience ⟶ Recommendations: a repeat consumer begins to recommend you to friends and acquaintances.
The Importance of Customer Loyalty for Business
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You gain new followers through word of mouth ⟶ Customer whatsapp number australia loyalty programs: using them, you can motivate people to make purchases more often ⟶ Stable income: the longer a consumer buys from you and recommends you to others, the longer the cooperation and the constant flow of money lasts. ⟶ Increased number of loyal customers: with this, the volume and frequency of transactions increases ⟶ Increased income: increased sales usually leads to additional revenue for the company.
Now let's define the key benefits of customer loyalty:
Stable sales . Loyal customers tend to return to the company again and again, which increases its revenue and creates a permanent customer base.
Cost savings . Loyal customers are less likely to switch to competitors, which reduces the cost of attracting new customers. They are also more likely to recommend their favorite brand to friends and acquaintances, helping to attract new customers.
Recognition . An increase in the number of satisfied customers contributes to the growth of the brand's importance and its authority in the market. Loyal customers often leave positive reviews about their favorite brand, which also improves its reputation.
Feedback : Loyal customers can provide valuable information that helps a company improve its products or services.
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Alexander Kuleshov
Alexander Kuleshov
General Director of Sales Generator LLC
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Mechanism for forming customer loyalty
Let's look at the main stages:
First contact
Communication with a company begins with a potential client from the moment he first learns about it. This usually happens through recommendations from friends, advertising campaigns or search engines. After the first contact, the following events usually occur:
The customer leaves the store without buying anything . He probably simply didn't know we existed, so he doesn't have the necessary level of trust. Maybe something in our offer didn't suit him, or he just dropped in out of curiosity. This is the most common situation.
The client does not make a purchase, postponing the decision for later . Apparently, something from the assortment attracted him, but right now he is not ready to part with money. Perhaps he needs to compare our terms with offers from other companies, or he doubts the advisability of purchasing the product right now. There is a high probability that the client may not return, but we can influence his choice.
The buyer makes the first order immediately after getting acquainted with our product . There is every chance to turn him into a loyal client. Presumably, the product or service made a positive impression on him, he did not look for alternatives and invested his money. Now this person has moved on to the next level of relations with our company.
First purchase
After the first order, the consumer begins to analyze the quality of the services provided. If this interaction with a representative of a loyal client in the company took place in person, then he has already formed an opinion about the level of professionalism of our employees.
First purchase
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In the case of online shopping, he assessed the convenience of the website interface, delivery conditions and other aspects of the service. But the key point is the quality of the product. It is this that determines whether the client will want to contact us again. If all other aspects were also at their best, then the chances of winning the loyalty of this buyer are very high.
In case of any complaints, the company should thoroughly understand the reasons for the client's dissatisfaction, try to find a compromise solution or find out what exactly could satisfy the consumer. Customer complaints signal shortcomings, shortcomings in the organization, providing a chance to improve the quality of service and product. It is important to transform negative experience into positive.