Expectations must not only be met but also exceeded

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A loyal customer, planning a purchase, expects to find quality goods, affordable prices and good service in your store. Do more for him than your competitors offer. For example, offer a lifetime warranty on certain products or add cleaning after the main work to the standard procedure of furniture delivery and assembly.

"Post-Holiday Blues"
By providing the client with pleasure not only from the purchase but also from communication, by showing a willingness to meet them halfway in unforeseen situations, you will cause business opportunity seekers email list them to slightly regret the lack of need for your goods or services in the near future. They will recommend them to friends and acquaintances, attracting new consumers.


Increasing customer loyalty in B2B
Tools aimed at stimulating B2B consumer loyalty should be applied differently than in the B2C segment. B2B is aimed at a narrow, specialized market with clearly defined partners.

It is necessary to carefully analyze the value of special offers or rewards. Every client cannot be approached with general standards. It is more important to identify the specifics of the industry in which the company operates.

Increasing customer loyalty in B2B

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In addition, it is recommended to provide personalized service conditions, such as free delivery or assembly for cooperation with the company for more than a year. Other buyers will strive to join this category of customers. The main thing is that all measures are economically justified. Revenue from such consumers should cover the costs of their service.

Creating useful and relevant content is also an effective tool for increasing loyalty. This is especially important if the product is new or complex and customers know little about it.

Russia has not yet developed a sales culture based on concrete data, so it is necessary to explain to customers how to use the product in any convenient way. Free consulting services also serve as a tool for strengthening loyalty, especially if the product is difficult to use and the sales revenue covers the costs of consultants.

Download a useful document on the topic:

Checklist: How to Achieve Your Goals in Negotiations with Clients

Frequently Asked Questions About Customer Loyalty
What else is worth knowing about a loyal customer:

What is the difference between a loyal customer and a regular one?
The latter chooses a company based on the price-quality ratio. He stays with the company until he finds a better offer. A loyal customer does not just choose the company's products, but sympathizes with the brand and shares its values. He is tolerant of mistakes as long as he feels important.

How does it help business?
He becomes an "advocate" for the brand. When a loyal customer sees a negative review, he voluntarily stands up for the brand and shares his positive experience.

How to build loyalty offline?
Offline touch points:

retail outlets: external and internal design, atmosphere;

employees: appearance, uniform, communication scenarios;

product design and naming;

outdoor advertising;

business cards, price lists, brochures and more.