What is a business without its most reliable customers? Customer loyalty isn’t just about perks programs and good marketing. It’s about creating brand fans for life.
Your loyal customers don’t simply care about whether your products are on sale or whether you’re out of stock on their favorite items. They’re not just loyal to your products and prices, but also your company and its customer service as a whole.
They’ll keep coming back to buy because they like doing business with you. They trust you. They know what to expect when they buy from you.
Every brand needs loyal customers to survive and thrive. Here’s your ultimate guide on what it takes to create your biggest fans.
Table of Contents
Definition: What is Customer Loyalty?
Why is Customer Loyalty Important for Your Business?
How to Build Customer Loyalty
Examples of Loyalty Programs Done Right
How to Maintain Customer Loyalty
Definition: What is Customer Loyalty?
There’s no singular definition, but there are different ways to describe what customer loyalty means.
It can be the act of customers consistently and proactively choosing one brand over another, regardless of price, convenience, or availability.
It can also be defined as being an advocate for a brand. Not only does a customer purchase from a specific store or brand, but they also consistently encourage others to do the same.
Learn more about how you can scale word-of-mouth marketing for your brand!
Wordstream sums it up nicely, too: it’s a measure of how likely your customers are to do repeat business with you.
There are a lot of moving parts to customer loyalty that work together to produce one common output: long-term fans who will continue to choose you over a competitor.
Brands can inspire repeat purchases and cultivate customer loyalty through building trustworthy relationships with consumers. This might come in the form of a loyalty program, personalized marketing, or good old-fashioned customer service.
Note: Customer loyalty also plays an important part in the customer journey and even has its own stage. Check out our customer journey guide to learn more.
Why is Customer Loyalty Important for Your Business?
Every business needs customers to survive. But loyal customers help you thrive.
That’s partly because it costs at least 5 times more to acquire a new customer than it does to sell to an existing one. You’ll also have a higher success rate selling to customers who already know, love, and trust you — as much as 60-70% compared to just 5-25% with a new customer.
Customer loyalty can also be an effective strategy to increase average ticket size and beef up overall sales. Loyal customers tend to spend more with their favorite companies — about 67% more compared to new customers. They also purchase more frequently, further increasing their lifetime value to your company.
Tip: Use Meltwater Radarly to create products and services that keep your customers loyal.
What’s more, loyal customers will also fuel word-of-mouth marketing, telling their family and friends about the brands they love.
That said, customer loyalty certainly doesn’t build itself. Things like loyalty programs, referral marketing programs, or investing in social media monitoring for consumer feedback can help companies be proactive in improving customer retention.
Due to the higher costs of gaining new customers, customer retention should always be a top priority.
Tip: Check out our blog on the six types of customers to learn the difference between loyal customers and ready-to-buy customers.
When you make consumer loyalty a priority you can:
Reduce customer churn
Loyal customers will buy from you even when you don't have the lowest price. If you’re out of stock on an item, they’ll check back with you or continue to choose you for other needs.
Earn more sales
Loyal customers and sales go hand-in-hand. Sales become natural byproducts of consumer loyalty. You don’t have to work as hard or spend as much money to generate revenue.
Build resilience
Last but not least, business owners that have loyal customers are usually more resilient to bumps in the road, than those without a loyal following.
During the pandemic, many local restaurants and retailers relied on their loyal customers to keep their doors open, even as they were forced to change how they do business. Restaurants that shifted to carry out and delivery or retailers that offered curbside service were able to retain customers simply by adapting to current needs and conditions.
When competition is tight and the economy is uncertain, your loyal customers may help keep your business going strong.
How to Build Customer Loyalty
Building customer loyalty doesn’t happen overnight. 8 in 10 customers gradually build loyalty to a brand over time due to positive experiences with products, service, advice, and reviews.
So how do you get to the point where you’re creating loyal customers and turning them into advocates for your brand?
Let’s look at some tried-and-true methods:
Create a customer loyalty program
A customer loyalty program is a great incentive to reward your current customers for their repeat business. Given the choice of receiving a reward with their purchase, or building a rewards "bank" with each purchase is a powerful motivator to keep customers returning to you, rather than buying from a competitor. In fact, only 8% of consumers say rewards are not an important part of their purchasing decision.
More than 90% of companies have some form of loyalty program totaling 3.3 billion loyalty memberships worldwide. These programs include card-based reward systems, paid loyalty programs, tiered loyal programs, and a number of other formats.
However, it’s worth noting that building customer loyalty with a loyalty program isn’t automatic. The average consumer may belong to nearly 15 loyalty programs, but they are generally active in fewer than seven of them.
These programs should provide real value to the user and not make it difficult to redeem their rewards.
When you get your loyalty program right, 73% of your customers will be more likely to recommend you and 79% will be more likely to continue doing business with you. Building a referral program into your customer loyalty program can help you take care of two goals at once.
Prioritize social marketing
Building customer loyalty means meeting your customers wherever they are and showing them how you can provide value to them. Social media is a great place to start.
Nearly 4 billion people worldwide have at least one social media account. That’s why multichannel social media marketing has become such an important piece of a customer loyalty strategy.
Your audience is on social media, and your customer loyalty efforts should be, too. Social media makes it easy for your customers to tag friends, like and share your posts, and be a brand advocate for you.
Effectively sharing and capturing and sharing UGC around your brand can help scale your efforts in building consumer trust and creating loyal fans. Check our our Ultimate Guide to User Generated Content to learn more.
Social marketing also helps you stay top of mind with your current customers, especially if you have an omnichannel social marketing strategy. Top of mind awareness encourages repeat engagement, builds trust over time, and eventually turns first-time customers into lifelong fans.
Cultivate a customer-centric community
Even the most well-meaning attempts to build customer loyalty don’t carry as much weight as recommendations from family or friends. Your buyers will always trust third-party reviews and social-proof recommendations more than your marketing.
That’s why a customer-centric community is such a rewarding idea.
Communities put people in touch with other people who know and love your brand. They can share ideas on your products or service, talk about their experiences, and help each other troubleshoot, for example.
And if the conversations should turn negative about your brand, you can step in to respond to comments and help to shape the narrative.
Online communities are an authentic way to shed light on the real customer experience for your new loyal customers. Plus, you might learn a thing or two in the process!
Examples of Loyalty Programs Done Right
Now that you know more about building customer loyalty and the role of loyalty programs, let’s look at some brands that are getting it right.
HelloFresh
Meal kit delivery service HelloFresh offers a member rewards program for successful referrals. Subscribers can send friends and family a generous discount code and if they sign up, the current subscriber gets a $10 credit to use toward a future delivery.
The company’s user-friendly interface makes it quick and easy to share its referral code on a variety of channels and members can track referral activity in their dashboard.
Barnes & Noble
Barnes & Noble is a great example of how paid rewards programs can provide big value to their members.
For an annual fee, members receive 10% off all B&N purchases (in-store and online), along with free shipping, a birthday gift, and many other perks. The savings can add up quickly since the discount covers more than just books.
Amazon Smile
Not all customer rewards programs have to take the form of monetary savings. Amazon Smile allows members to choose a charity that will receive 0.5% of eligible purchases.
All shoppers have to do is register for the program, select a charity, and shop through smile.amazon.com instead of amazon.com. It’s an excellent way to help shoppers feel good about their purchases.
How to Maintain Customer Loyalty
Don't put your loyalty program on autopilot
Be proactive when addressing bad customer experiences
Highlight user-generated content
Engage influencers
Real loyalty means thinking long-term and retaining customers. Here are some ways to keep customer loyalty high:
Don’t put your loyalty program on autopilot
Loyalty programs that don’t serve your customers’ needs won’t be effective in building brand advocates. As customer needs and expectations shift, your loyalty program may need to adapt to accommodate new preferences.
Continue gauging the success of your loyalty program. Watch for customer churn, redemption rates, and other KPIs to tell you if your program is serving your customers well.
Be proactive when addressing bad customer experiences
Even best-in-class brands can provide poor customer experiences. The key to retaining customers during these experiences is how you respond.
You can turn a bad moment into a great customer experience.
Be proactive about improving the situation. Show you’re listening and take concrete steps to address the issue. A little humility and follow-through can go a long way in preserving customer relationships.
Highlight user-generated content
One of the best ways to build brand ambassadors is to show you’re listening to your customers and truly appreciate when they love your products. You can do this by promoting user-generated content that displays your brand in a positive light. Make this process even easier by using a suite for marketing professionals to help you capture and display that valuable UGC.
Thank them for the shout-out and show their content on your social media channels, letting them know how much you appreciate them.
When they see you’re responding to their content, it might encourage other customers to become brand ambassadors!
Engage influencers
Influencer marketing is a fantastic way to generate brand loyalty, especially if you formulate a strong partnership, working with the same influencers multiple times. If they love and trust your brand, it signals to their followers that you and your products or services are well worth exploring.
More influencer marketing resources: Using Instagram Collab Posts to Boost Reach, Building an Influencer Strategy, Influencer Management & Relationship Building Guide, Ultimate Guide to Leveraging Influencer Marketing
Here's the bottom line: don’t leave customer loyalty to chance. When customers love you for who you are, you can leverage those relationships to keep them coming back.
