Customers are the lifeline of all businesses. It is important for businesses to keep customers engaged and happy so as to build brand loyalty and increase sales. While it is crucial to attract new customers, keeping your existing customers happy and building customer loyalty is the key to business success.
Remember, acquiring a new customer costs 5 times as much as retaining an existing one. Loyal, existing customers are more likely to spend more on your products and services compared to new customers. Thus it is critically important to reach your devoted patrons and take good care of them.
Here are 5 Channels Required for Building Customer Loyalty.
1. Mobile Search
With the proliferation of mobile technology, mobile phones are everywhere. An increasing number of consumers are spending more time on mobile searches, so much so that mobile purchases are surpassing that of desktop. As a marketer, failure to invest in a positive mobile responsive UX will hurt your business. Businesses that fail to capture this audience are likely to lose out to the competition in the long run because your competitors are only a quick search away.
2. SMS Marketing
Did you know that 90% of text messages are read within 3 minutes? Text messaging loyalty programs are designed to engage your core audience. Treat your SMS customers with exclusive offers, making them feel special and privileged. Customers that sign up for loyalty programs are keen to receive special offers in their message box. Use that to your advantage to boost customer loyalty and sales. Sending personalized offers based on customer preferences can help build customer loyalty and boost your bottom line, ROI, and conversions.
Mind-Blowing SMS Marketing Statistics
- While not everyone with a smartphone has internet access, 5 billion people in the world can send and receive SMS messages.
- 75% of consumers are OK with receiving SMS messages from brands (after they’ve opted in).
- SMS messages have a whopping 98% open rate.
- Text messages have a 209% higher response rate than phone, email, or Facebook.
- 90% of SMS messages are read within 3 minutes.
- Consumers redeem SMS-delivered coupons 10 times more than other types of coupons.
3. Social Media Marketing
Almost every other person is present in social media these days. When it comes to driving traffic, social network audience engagements can bring you more customers. Social media helps drive customers to your brand. Your job is to keep them engaged. Leverage social networks to spread the word about your brand by sharing posts, photos, and videos of your product range. When engaging with customers on social media, it is important to respond quickly and accurately to customer queries. Social Media support is a high speed game and quick interaction boosts your image as a company that takes care of it’s customers well.
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4. Content Marketing
If you think consumers are no longer interested in reading content, you are wrong. Despite the rising popularity of Facebook, YouTube and Instagram, content continues to be relevant in the branding and marketing industry. Well-researched content that tells customers about your product’s usefulness for them still holds value in the marketing world. Content marketing generates 8 times higher traffic to websites than those lacking good, informative content.
5. Live Chat & Email
Make it easier for customers to connect with your customer service to dispel doubts about your product or service. Having this feature on your website has the potential to improve customer experience and boost sales. With the live chat feature, visitors to your website can get their questions answered almost instantly. This improves their buying journey. By having a channel to quickly get product information, you speed up their buying journey which directly translates into more sales.
Similarly email continues to be one of the key tools to improve customer retention rates. It is a great idea to send a welcome message to new customers, send rewards, and share promotional packages and personalized email messages to build loyalty. Reaching out with special offer emails and loyalty news for current customers helps them keep you in mind when the holiday season comes around.
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Concentrate on slowly building up into all these channels. Do not think that you have to be in every channel. Based on your industry, some may be more helpful for you than others. Think about it first and formulate your strategy and then go for it!
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