Customers need to feel valued and be rewarded for their loyalty. Why should you be concerned about customer loyalty? Word of mouth and what customers say about you matters. Plus, it costs more time and money to gain a new customer than to hold on to existing ones. Loyal customers are the bread and butter of your business, and it pays to keep them happy. Are you looking for simple ways to increase customer loyalty? Here are some you should know about.

Listen to Your Customers

Be all ears when your customers are talking. One of the best ways to ensure customer loyalty is by listening intently and really hearing what they're talking about. Not only will you learn what motivates and drives them to purchase, but you'll also strengthen the bond the two of you have. Most people do more talking than listening, but smart business owners know that listening is what keeps customers happy and coming back for more. 

Emphasize Customer Service Always

You do all the right things: the website is easy to navigate, your ads are set to target your ideal customer's demographic, and you've invested in social media marketing. But how do you get people through your door? Excellent customer service. It works every time.

Customer service is crucial to customer loyalty. Not only should you have customer friendly policies and practices, but also go the extra mile when the opportunity presents itself. Doing this will help you stand apart from your competition. Don't let the customer service stop once you've sold your customer something. Follow up with them after a purchase and ask them how they like what they bought. They may have suggestions for how the product or presentation could be improved.

Have a Loyalty Program

Loyalty programs do exactly that - build loyalty. People like to buy from businesses that reward them for their purchases. Why can't that be you? Set up a reward system and give your customer a discount or other incentive once they accumulate a certain number of points. People will buy more so they can achieve the necessary points to get a bonus. Why would they not use your services when they work towards an incentive every time they do? It gives your customers something to strive for, and it makes them less likely to seek out your competitors. 

Make sure your customers know about your reward system too. They can't use it if they don't know about it. Post it in your correspondence, on social media, and at any physical locations you have. Get the word out!

Never Lose that Personal Touch

Even if you expand your business over time, never become so big that you can't offer personalized service or so impersonal that you stop listening. People like knowing there's a real person behind the company name. If possible, get to know your customers on a less formal level. It means a lot when someone remembers your name. Set up a program to send your customers a birthday card with a discount on their special day. A small gift with a purchase also garners favor with customers. Small things matter!

Institute a Subscription Service

What better way to get customers to use your services regularly than to offer a subscription service? For example, if you sell supplements, give customers the chance to set up auto shipment so they get replacements before they run out. People love this convenience, and it ensures you get regular business from your customers without having to continuously market to them.

Be the Expert in Your Industry

Provide knowledge that your customer can't find anywhere else to build loyalty. When you're the expert, customers want your advice, and want to do business with you. One of the best ways to show you're an expert is to share your expertise on social media and by blogging. If you have certification in a particular area, post that online too. Let people know you're the go-to person for the items you sell or services you offer. Ask customers for testimonials that you can post online, and give them a discount for taking the time to share their feedback.

Keep an Open Line of Communication

To build and maintain customer loyalty, you must understand your customers' wants, needs, and pain points. By knowing these, you can better service them and provide what they're looking for. How do you gain this type of understanding? Talking to customers is one way, but you can also learn more about them by setting up a pop-up online survey. If you have a physical location, include a survey form they can fill in and return for an extra discount. The more you know about your target customers, the better.

The Bottom Line

Build loyalty and take care of the customers you have, so you don't have to constantly search for new ones. Eighty percent of the business you get will come from 20% of your most loyal customers. Treasure those who are most loyal and keep building loyalty over time. 

References:
"Friday Five: 5 Reasons Why Customer Loyalty Matters ...." 12 Apr. 2013.
"5 reasons why you should have a customer loyalty program ...." 21 Jul. 2016.
"Does It Still Cost 5x More To Create A New Customer Than ...." 29 Apr. 2016.
"Customer Acquisition Vs.Retention Costs [Infographic]."