Your loyal customers are the driving force of your business. Their loyalty can go a long way toward helping your small business thrive and survive in tough times. And according to LinkedIn, repeat clients are incredibly important for boosting profitability, underscoring the need to build loyal ‘stans’ for your growing venture.
Additionally, acquiring new customers is expensive, so it makes sense to find ways to keep your existing customers. Use the tips below to build loyalty among customers for your small business.
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Key Takeaways
- Loyal customers improve profits because they buy again and often spend more over time.
- Personal, relationship-based interactions (names, preferences, purchase history) build trust and repeat business.
- Loyalty programs work best when rewards feel worth the effort (points, spend-based, or tiered options).
- Retention improves when you keep marketing relevant for existing customers, not just new ones.
- Strong customer service, fast responses, honest fixes, and saved customer data reduce friction and increase repeat purchases.
Know Your Customers
It is a good idea to get up close and personal with your clients if you want them to be loyal. It can be as simple as knowing their names, stories, and purchasing behaviors. Your interactions with each client should be personal rather than transactional.
For instance, you could send unique birthday messages to individuals and attach a special birthday discount. Consider sending them customized emails they’ll love.
Today’s customers are discerning and want to know more about a business and build relationships before trusting them. So it can be useful to be transparent and keep them informed on everything, including news, latest products, special promotions and events, and so on.
Never hesitate to admit mistakes if you want your customers to understand that you care about their opinions and feel at ease doing business with you.
Different Types of Loyal Customers
Different types of your loyal customers include:
- The Repeat Customer, who keeps coming back for more.
- The Brand Advocate, who spreads the word about your products or services.
- The Happy Camper, who is satisfied with their experience and likely to return.
- The Discount Junkie is always on the lookout for deals and promotions.
- The Premium Patron doesn’t mind paying extra for top-notch quality.
- The Engaged Enthusiast actively engages with your brand on social media and participates in promotions or events.
- The Loyalist for Life is devoted to your brand and considers it their go-to choice for specific products or services.
Loyal Customers Spend More
Loyal clients spend more. It’s a fact. When people love a brand, they keep coming back for more. They don’t just make one purchase and vanish into the abyss.
No, they stick around and buy more products or services over time. It’s like a never-ending cycle of loyalty and spending. And you know what? This is gold for businesses.
These loyal customers are like VIPs in the shopping world, spending their hard-earned cash as if there were no tomorrow. So, if you want your business to thrive, focus on keeping those types of customers happy.
Examples may include:
- Coffee shop punch card
- Salon tiered perks
- Online store points per dollar
Strategies to Obtain Loyal Customers for Your Business
How to improve customer loyalty with customer service
Customer loyalty programs are excellent for recognizing and rewarding their patronage. Membership usually has certain criteria. For instance, a customer may need to spend a certain amount each month to qualify for a special discount.
However, ensure that the benefits outweigh the requirements. Customer loyalty programs come in various forms, but they all have one thing in common: the trigger for clients to increase their spending on your products and services.
Depending on your business type, you can design your loyalty program around points, spending, or a tiered structure.
Build An Online Community For Your Brand-Loyal Customers
A membership website can help you earn money while using your knowledge and skills to serve your online community.
Individuals who join your business’s online community are likely to be enthusiastic about business and the sector and may come to you for answers to their queries.
It is not surprising that social media has become an excellent platform for businesses to build relationships with their customers. Platforms like Facebook, for instance, are not only free but also a fast way to build an online community.
You’re unlikely to have a wide reach if you are not on social media.
In addition to having an active presence on relevant social media platforms, consider how you can build the perfect membership website customized to grow your business.
Make Your Marketing Relevant To Them
Older clients who have previously experienced what you do and how you do it need less promotion than new customers. However, this does not mean that there should be no marketing at all.
In reality, if you focus your marketing solely on acquiring new customers (by offering welcome incentives, for example), you risk alienating your most loyal clients, driving them to your rivals’ shops and websites rather than your own.
You must ensure your marketing is comprehensive and that you take care of your existing customers while also trying to acquire new ones. Because this requires extensive marketing expertise, it is normally best to outsource this task to a marketing firm.
Oftentimes, many big businesses offer specials for new customers only. This can upset your loyal customers.
Evolve With Loyal Customers
Your business must demonstrate its ability to adapt to a changing market and meet client requirements to keep them around. This doesn’t suggest making drastic adjustments; instead, it shows that your business can keep up with the latest trends and evolving customer needs and wants.
Being upfront and open about the changes is crucial, as updating your clients throughout the process and bringing them along on the journey.
This makes them feel like a part of your story, and it will be difficult for them to patronize any other brand.
Get Their Opinion and Feedback
You can demonstrate how much you value your customers by asking them for feedback. But it is not enough to ask for it if you are unwilling to use it to improve. Sometimes, how you solve a client’s problem determines whether they will continue doing business with you, not the problem itself.
You can request reviews by sending out surveys and being transparent with the information you receive. Customers are more inclined to choose businesses that respect their thoughts and opinions. You must first be loyal to them to earn their loyalty.
There are many advantages to asking prior customers what they thought of your service and the items they purchased from you. To start, you’ll get useful input on what works and what needs improvement.
This will help you develop a company that more people will like. Next, your clients will be pleased to have been asked and will be more open to any marketing you send their way, since they know you value their feedback.
They might suggest shipping to other countries, and you can then get an instant freight quote to proceed. Or they might talk about other products they would love you to sell, for example.
In addition, by sending an email survey, mailing a postcard, or asking for feedback on social media, you will remind them of your company’s existence. People are more likely to remember you if they see your name often.
Giveaways for Loyal Customers
When it comes to attracting new consumers, giving something for free is a certain way to get them to stick around. The more satisfied your customers are with your service, the more likely they are to return to you. They will know they can expect the same level of service in the future.
They’ll also be more inclined to tell their friends and family about your business, which is a terrific complement to your marketing strategy since word-of-mouth advertising is so successful and inexpensive.
Coupons, free delivery, free gifts, and loyalty points are some of the items you could give away. Some of them could cost you money, but if you have loyal customers, you’ll be able to make up for it and more.
Offer Great Customer Service to Your Loyal Customers
One thing you can do is make your business offer the best customer service. Be there when they call and respond to them quickly. Do what you say you will do, and do not set expectations too high. Over-deliver what your customers will expect.
Furthermore, admit when you make a mistake and make it up to your customers as soon as possible. Shower them with love, and they will continue to do business with your small business for years to come.
Store Customer Data
Storing customers’ data can make it much easier to sell to them in the future. For instance, make it easier for clients to create accounts on your website and mobile app, and securely save their payment and shipping details.
This way, they have a one-click ordering option rather than re-entering their details every time they make a purchase. However, this convenience may encourage them to become repeat customers.
Conclusion: How To Keep Loyal Customers
Engaging and retaining your customers is a top priority for every business. The tips above can help you retain your existing customers, attract new ones, and grow your business.
What are you doing to keep your loyal customers loyal to your small business?
Frequently Asked Questions About Building and Keeping Loyal Customers
What are loyal customers, and why do they matter for small businesses?
Loyal customers keep coming back, buy more over time, and help stabilize revenue during slow periods. They can also promote your business through word of mouth, reducing your marketing costs.
What are the different types of loyal customers?
Common types include repeat customers (buy often), brand advocates (recommend you), happy campers (satisfied and likely to return), discount junkies (buy when there’s a deal), premium patrons (pay more for quality), engaged enthusiasts (interact on social media), and loyalists for life (default to your brand).
What are practical ways to reward loyal customers?
Use a loyalty program with clear rules and rewards that feel fair. Options include points-based rewards, spend-based perks, and tiered memberships. You can also offer coupons, free delivery, small gifts, or loyalty points.
How do you keep marketing from upsetting loyal customers?
Balance your offers so loyal customers do not feel ignored while you attract new buyers. If you run new-customer promos, include loyalty-only perks as well, such as early access, member discounts, or exclusive giveaways.
What should you do when a loyal customer has a problem?
Respond fast, own the mistake, and fix it. The way you solve the issue often matters more than the issue itself. Follow through on what you promise, and avoid setting expectations you cannot meet.
