What is Customer Loyalty?
Understanding the True Definition of Customer Loyalty
There are many definitions of customer loyalty. Yet each of them fails to realize that loyalty runs hand-in-hand with emotion. Customer loyalty is the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services.Consider who you yourself are loyal to. Surely you’ll answer family and friends. Why? Because of the emotional bond you have with them. Your family and friends can do things you may not like, but you stay loyal because of that bond. The same applies with customer loyalty. To prompt customer loyalty you must build an emotional bond with your customers.
To build loyalty, customer experience management blends the physical, emotional and value elements of an experience into one cohesive experience.
Retaining customers is less expensive than acquiring new ones, and customer experience management is the most cost-effective way to drive customer satisfaction, customer retention and customer loyalty. Not only do loyal customers ensure sales, but they are also more likely to purchase ancillary, high-margin supplemental products and services. Loyal customers reduce costs associated with consumer education and marketing, especially when they become Net Promoters for your organization.
Given the highly discommoded competitive landscape today, customer experience programs are the most effective way to differentiate your organization from the competition. Such differentiation effectively drives loyalty when customers are engaged on an emotional, intellectual, or even spiritual level, and when a customer cherishes a product or service before, during and after its use.
In terms of customer loyalty, customer experience management proves itself as a sustainable competitive advantage.
How Customer Loyalty Programmes Work
- Advanced release items
- Free merchandise
On average, consumers are part of 10 or more loyalty programmes. However, in reality they will engage in a lot fewer. Customers do not get any more value from the enterprises to which they are loyal, and organisations lose money from fruitless time and effort. In order to provide enough added value to your programme to keep clients coming back, you need to build a clever customer loyalty program. The following are six examples of programmes that have a track record of success.
1. Customer Loyalty Games
2. All-Inclusive Offers Partnering with Other Companies
3. Non-Monetary Rewards Aligning with the Values of Customers
4. VIP Benefits for a Fee
5. Tier Systems
6. Points Systems
- Special customer treatment
Outcast Media works with all of these methods, but will always take the time to construct a rewards system that is highly-tailored, original, and will work in practice.