Loyal customers choose you above others - others that could be offering them a better or discounted price
Some loyal customers show their appreciation for your business by referring others, and most will talk about you openly and positively online or in the right conversation.
However, they come with conditions - and expectations. You need to make them feel that their custom matters to you - by enhancing their experience each time, they choose to spend their money with you. Acknowledging their name or purchase history is a must to keep the
Traits of loyal customers
Honest with feedback
Trend & new product focused
Values customer experience
I like sticking with the same brands and companies because I know I can trust them.
John, loyal customer
Tools & services to reach them
Be sure that you’re seen in the right places when they search:
Squarespace is an all-in-one platform provider giving you everything you need to make your website stand out.
A simple and easy returns policy. Loyal customers will appreciate you being flexible to them trying before buying
Customers who want relationships with brands or businesses often look to see what relationships your business already has, having reviews and other customers talking about their experiences will make you more appealing
Because loyalty stems from attachment and belonging - asking for input and feedback
about customers likes and dislikes is a good way to continue a conversation and make them feel valued.
Help them Purchase
If they engage with you, ensure you’re able to provide a personal response or interaction.
If they make a return, or if they stop returning to your site and store - try to tempt them back with an incentive and also provide them with a reason to let you know their reasoning.
See if there is a way to create them an account - you don’t have to be a big business in order to create profiles and save customer details - there are lots of tools that can help you to track what your customers have done or spoken about - which means you can easily pick up where you left off.
How you will lose them
Product or service does not match expectations.
They’re not known.
No money (not enough) is invested in keeping them by making them feel special.
Other customer types
"I get straight to the point - you should do the same."