Certainly, retailers want that their customers are happy with their brand and services. Further, they also expect and want that the customers return to their store and buy again. Therefore customer loyalty is very effective for retailers and their businesses. In other words, it is easy for the employees and retailers to sell to the loyal customers. Moreover, in case the customers really like a brand, there are chances that they shall recommend the brand to other people. But how can retailers build retail customer loyalty? Loyalty Programs is one of the ways through which retailers can build customer loyalty amongst their customers. However, this is only a component of the entire retail customer loyalty procedure. In short, retail customer loyalty stems from having real and cordial retail customer relations. Below we shall discuss how retailers can build these effective relations with their customers.
Retail Customer Loyalty demands knowing the Customer
Certainly retailers need to understand the type of customer they are catering to. That is to say, customers are loyal to such brands that understand their needs and wants. Therefore retailers need to make sure that their brand is satisfying customers and fulfills their demands and needs. So, the language of the brand should speak to the customers and show how much they care for their needs. Moreover, the store should contain such products that the customers can relate to.
So, achieving this requires knowing well the target audience. Therefore retailers should try to get to know their target customers as much as they can. As a result, retailers shall be able to create the best marketing strategies. Secondly they shall know which products to keep in the store.
Being Socially Active is essential for Retail Customer Loyalty
CSR counts a lot when it comes to attracting people and building customer loyalty. In the same vein, retail customers are attracted to companies that indulge in social activities. Therefore retail companies should be kind and have a good and meaningful purpose apart from just selling. However, companies who want to create customer loyalty through CSR do not necessarily have to be over the top to be socially active. That is to say, retailers can be simply humble and decent with their services. In other words, retailers should implement practices such as decency and morality in their stores. For example, there are brands that lose their reputation because of indecent activities in their stores or offices, such as harassment, immodest and bad behavior etc. As a result, these companies face loss of customers. Consequently, they are not able to build Retail Customer Loyalty.
“If people believe they share values with a company, they will stay loyal to the brand.”
– Howard Schultz
Uniqueness is essential to build Customers Loyalty
Certainly the company should have a unique face and voice. That is to say, if retailers will be the same as the other companies in the store, they shall not be able to make a mark on the customers. Therefore retailers should ensure that they recognize their unique traits and enhance them further. Moreover, they should use their uniqueness to build retail customer loyalty.
Adopt the Omni channel practice to build Customer Loyalty
Exceptional retail experiences also constitute in building retail customer loyalty. That is to say, when customers are provided with good customer experience they return to the store more often. Further there is also high chance that these customers will talk about their experience with other people.
So retailers need to understand the ways through which the customers shop. That is to say, in today’s world, customers prefer buying through various channels. Further the mode to buying has also changed. To clarify, there is also great possibility that customers prefer buying online. As a result, retailers should implement omnichannel strategy in their store. In other words, retailers should keep their presence active on all social media channels. As a result, it will give customers the choice to buy from their desired mode. Moreover, it shall become a way to increase sales and build retail customer loyalty.
Customer Loyalty and Rewards Programs
Certainly the loyalty programs are one of the most significant components in building retail customer loyalty. That is to say, the brands that have loyalty programs for their customers are more likely to receive their customers more often. Therefore retailers should keep in mind a few aspects that shall help them build effective retail customer loyalty programs.
Digital Loyalty Programs
Firstly retailers should try to eliminate loyalty cards. In other words, they should try to make digital loyalty program options for example, POS based loyalty programs and mobile based loyalty programs. To clarify, retailers should implement loyalty through their POS Systems. As a result, it shall provide convenience to the customers and create loyalty amongst them.
To conclude, retailers need to provide extraordinary customer service to their customers every time. This shall eventually build loyalty amongst the customers for the brand.
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
– Kevin Stirtz