You could say that a lot of companies and brands in the past have spent a lot of time, focus and indeed money, on bringing in new customers. By increasing the number of people who take an interest in the products and services that you have available, you’re going to improve revenue and profit margins, right? We have however seen a change in focus over recent times and now brands are focused more on improving loyalty rather than new customer figures.
The business environment, especially online, is rife with competition. You’re never more than a couple of clicks away from a rival company when you’re operating in the online world. This has inevitably led to more focus being put on brand loyalty strategies. The change in strategy allows businesses to not only bring in new customers but retain the majority that are already there. Marketers believe this thinking is much more effective instead of attracting consumers with a great offer and then lose them to a rival.
When it comes to brand loyalty, your campaign must deliver not only value but value in the right way. Customers want their specific needs addressed and this can be done by giving them value on products and services that are going to benefit them. Value should always be the foundation of a strong brand loyalty campaign, but the right products and services are also equally vital.
If customers feel they are receiving great service, they are much more likely to not only hang around, but to recommend products and services to friends and family too. Therefore, putting in the effort to deliver proper customer service is the key to any business. It doesn’t matter what type of business it is you’re running, you can design a customer service channel that works, and it will help to build loyalty in the process. One only has to visit popular online casino brands to see the high-level of 24/7 customer support which is offered in a variety of way, to the understand the importance this aspect of the service is to customers.
With the rapid rise of social media platforms such as Facebook, Twitter, and Instagram, it now means that we live in an era where customer engagement is king. Many people could be fooled into thinking that using these platforms to simply deliver content is the way forward, but it also allows for conversations to begin and for any issues to resolved quicker than through more traditional channels.
Something else that has really come to the fore, especially over the last decade, is the use of smartphones. More and more consumers are using their mobile device to do everything these days, from social media and shopping to gambling and playing games; and this is something that brands must consider when it comes to building loyalty. According to PartyCasino, the mobile gambling industry is expected to grow by 19% in 2021 and by engaging customers through the devices that they use the most, it will allow for personalized services that are tailormade for the user and how they interact with your business.
With all of this in mind, you’re going to be able to capture a lot of feedback, especially through the use of social media and interaction with customers. It’s vital to secure feedback through as many channels as possible because it will allow for change. This change will mean the brand not only becomes more efficient with the products and services it offers but customers will notice the endeavours made to try and adjust for the better, meaning they will be a lot more likely to stay loyal to you, rather than head to a competitor.