In great wide world of retail, consumers have countless marketplaces in which to hand over their Benjamins. So then, how exactly do you get them to choose you each and every time over the competition? The answer is: brand loyalty. Without this, a potential buyer will just click “purchase” on any site that will give them the cheapest price. Use the below tips to brainstorm tactics that would be most fruitful for your company and target customer.
Before You start! Get to Know your Target Customer
There is no successful way to win your customer over if you do not know exactly who that is. Knowing the age range, location, lifestyle amongst others are the bare minimum you must understand in order to reach them effectively.
Once you have a relationship with someone, you have form an innate trust and bond. One where, even if something were to go awry, you would have confidence that they would make it right. A brand and its customer are no different. A key way to do that is through excellent customer service. This is the first and foremost way to create trust. If a customer receives damaged goods or a shipment does not arrive as promised you need a way to put out that fire. A crucial element is to have a quick response time to customer concerns. They want to feel like they are being taken care of. Mishaps happen but if they know you’ll do everything in your power to fix it, then the next time they consider purchasing it will not be seen as such a risk.
Personalize the Experience
The key to personalizing a guest experience is by humanizing your brand. Personalizing a guest experience will take your relationship to that next level. When your package arrives in the mail and you see a hand-written note addressing you by name, it feels more like a gift from a friend than some robotized factory churning out sunglasses or hammers. Next having a user friendly interface on your website once your customer logs in, they will see news pertinent to them and products they may love. Sending out surveys asking “valued customers” what products they would like to see more of, maybe different colors perhaps, and they will feel like their opinion is of value and therefore be more invested.
Rewarding their Loyalty
You’ve created relationships with your customers and fostered a loyalty with your brand, now time to show some appreciation. Some easy ways to do this are through discounts, rewards programs and contests. First and foremost, people like discounts. An e-mail blast for free shipping or a percentage off will get people on your mailing list to at least browse your site gauging whether or not to take advantage. Another great tactic is to have a rewards program. Every purchase earns points and after a certain amount they can redeem them. If you’re selling the same product as another company but YOU have the rewards program, then the customer enrolled in it will choose you simply because they get more out of the purchase. Lastly, contests are a really fun way to get followers engaged on social media. If you are a clothing brand you could have a style contest and the winner receives a free piece. Actually, you can get quite creative with these and it excites the customer and fuels interaction with your brand.
Every store is different and every customer is different. One thing though that remains the same is the need to feel valued and appreciated. When you can create that experience for your guest they will form a loyalty for your brand and the product you can provide. Therefore, go and see which tactics work best for your company, and I can promise it will be the beginning of a beautiful friendship.