The secret of customer loyalty

Alright, maybe it’s not the secret, but what I’m going to share with you is one of the secrets. In fact, three secrets.

In the world of real estate, the three keys to success are location, location, location. In this article we can tell that three secrets for creating and maintaining consumer loyalty are communication, communication, communication. How you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you.

So with that in mind, here are three communication tips that will help build customer loyalty and get them to say, “I’ll be back.”

  1. Keep customers informed. Customers love information that gives them a sense of control. Consider placing an order with Amazon and immediately receiving an email confirming that the order has been placed. Then you receive an update that the order has been shipped. Finally, you receive an e-mail informing you that the package has been delivered. Sometimes there is a picture of the package next to your door. Whether you’re emailing, texting, calling the customer, or using any other form of communication, keeping customers informed actually creates confidence that everything is going as planned. Customers love it!
  1. Track your customers on social media. Okay, stalking is a strong word, but I wanted to get your attention. Perhaps a better way to put it is to follow your customers on social media. This is especially powerful for B2B businesses, but almost any type of business that has one-on-one customer relationships can use this trick. Set up a Google alert for your best customers. The customer can be an individual or a company. You will be informed of any news published about them. Imagine your client receiving a promotion or the company receiving an award and you being one of the first to congratulate them.
  1. Go old fashioned and call your client. When was the last time you picked up the phone and called a customer with no other purpose than to say hello and see how they were? Even if all you can do is leave a voicemail, it lets the customer know you’re thinking of them. The secret to the success of this simple idea is to have no other goal than to stay in touch. In other words, don’t go into business. Don’t tell them about the new product you have. Save that for a sales call. It is simply a point of contact with your customer that is all about them. Sure, the client may ask you something business-related, but that’s up to them, not you.

Of course, there are many other ways to communicate with your customers. If you have a favorite tip, technique, or “secret,” please take a moment to share it below.


Joseph P. Harris