Great Customer Loyalty Strategy for App Audience

Posted by Arka Softwares on March 18th, 2020

Many factors are considered fundamental for the consolidation of any business. Among them, we can list the relevance of the product or service, its quality, customer satisfaction, engagement with the public . However, a factor that is not always obvious or remembered is the importance of having customer loyalty strategies.

Increasing the customer retention rate by 5% can generate increases of 25% to 95% in profits depending on the sector in which it operates, according to Havard Business School . Therefore, as important as the acquisition and satisfaction of new customers is retaining them to increase the base of loyal consumers. With the market becoming increasingly competitive, and with the amount of information available, there is no good enough product or service that cannot be copied and / or improved. In other words, it is necessary to exceed the limits of personal satisfaction of the consumer in order to achieve customer loyalty.

Advantages of customer loyalty

When we are unsure about a decision, we tend to look for advice from people who have already been in the same place. In this situation, there are two possible answers:
1) no, don't do this
2) do it!

There is no doubt that this weighting will influence the final decision.

Now imagine that these mentoring people are your loyal customers. They who will advise the use of your product or service to other people. That way, part of your job of gaining a new clientele will be less strenuous, as there will be people who are willing to speak well (or badly) of you. To avoid the negative option, customer loyalty is essential! After all, your army of prophets will be formed when they are enchanted by your solution!

What are the customer loyalty levels?

There is a long way to go until your customer leaves the unknown to the prophet of your brand. Therefore, there are 4 types of customers according to loyalty:

. Infidel: doesn't have the favorite brand;
. Volatile: it is always changing brands;
. Divided: more than one mark on the heart;
. Prophet: only relates to the favorite brand.

This has everything to do with the first tip on how to retain customers, as we will see below.

7 strategies for customer loyalty

1. Know your customer deeply

Create processes to collect as much information as possible about your customer - personal, family, holidays. Understand habits, values, desires, pains, fears. With all this information in hand, it is much easier for you to create a personal relationship with your customer and, thus, visualize how your product or service completes and solves the needs in his life. Doctors are a good example of this. Certainly, you feel much better when you return to a doctor who remembers you, asks about your family and goes beyond the relationship between doctor and patient to have a more friendly relationship.

2. Serve each customer in a unique and fantastic way

This is an item that most large service providers sin a lot - from telephony, so we don't even talk about it. But offering a differentiated and quality service - which should be the standard in companies - can become a great differentiator.

3. Deliver value instead of a product (or service)

As stated earlier, with the more competitive market, there is no good enough product that cannot be copied. Having competition is practically inevitable. Thus, for customer loyalty, it is important that they do not see it only as a product. What will make you stand out from the competition is the value that is added to your product, and it's up to you to show that to the customer.

Apple customer loyalty

The main example we have is Apple , which has already led the loyalty of cell phone customers . This is because, since the beginning, it has not only sold its products, but the feeling of exclusivity, showing customers that they belong to a select group of people who have the opportunity to use the best devices in the world. Thus, customers absorb this idea to the point of forming queues at the doors of their stores in the days before the launches.

4. Offer VIP treatment

Since loyal customers have such an impact on the company's revenue, it is fair that they receive differentiated treatments, pampering. One form that we find easily in cafeterias and restaurants is the famous loyalty card , but the possibilities go far beyond. Exclusive newsletters, personalized content, early releases, discounts, gifts. All of these are ways to offer an extremely differentiated treatment to those who are already your customers. And the ways to deliver these benefits and maintain this exclusive relationship are also numerous.

Thus, a great opportunity is to have a mobile application , taking advantage of the huge growth of this market. Smartphones represent an increasing share and this mobile market still has to grow. Creating an application for your business becomes a great differential, as it becomes possible to offer various forms of benefits with easy and quick access, using push notifications or beacons for example.

5. Recognize your limits: say no

Every entrepreneur must build the business plan before opening his company. For this, it is necessary to study the competition and what is different will be offered. However, the solution will not always be the most suitable for a person interested in the business and this does not mean that the brand must adapt to everything that appears as demand!

Each business will have its limitations, so respect them! And the most important: be honest with those who come to your business. Better to be frank than to try to offer something beyond what is possible and generate a bad reputation. The goal is to get an army of prophets, remember?

6. Pay attention to feedbacks

However, there are demands that may be within reach. So stay tuned for feedbacks! Customers feel special when they realize they are being watched by their favorite brands .
This is essential to make products and services improve, increasing the chances of loyalty!

7. Maintain after sales relationship

As important as the relationship with potential customers before the sale, it is the maintenance of this relationship after the sale. Contact with the customer must not end with the conclusion of the sale!

This strategy is based on practically all the previous ones. The intention is to keep in touch with the customer after the sale, whether by remembrance of festive dates (anniversary), a service to solve a problem, or to offer differentiated resources. There are several ways to maintain the relationship with customers, including social networks, CRM (Customer Relationship Management) tools and also mobile applications (for the same reasons mentioned above).
The big goal here is, basically, to keep your brand and your name constantly in your customer's mind. The more your brand has a positive presence, the less the customer will remember your competitors. This makes the chances of him returning to his business increasing considerably.

Conclusion

As we can see, customer loyalty is a very important factor for the consolidation of a business. So don't be afraid to invest time and money in strategies to increase your customer retention!

Author Bio

Rahul Mathur is the founder and Managing Director of Arka Softwares. He is a driven leader and technology enthusiast who takes pleasure in helping modern startups and enterprises to grow with the help of future-ready IT solutions such as, next-gen mobile apps, web and marketing solutions, IoT, Cloud solutions, food delivery solution etc. Arka Softwares also lets clients hire Python developers, Java developers, .Net developers, and many more.