Building Brand Loyalty: The One Thing You Need To Know
The measure of loyalty can often be seen in how a brand thrives in the market. If its products become commodities often associated with a need and less of a liability, then it can be said to have achieved its goal of establishing a loyal customer base.
Quality service is key
One aspect that enables a brand to be entrenched in the mindset of consumers is efficient customer service. It is this primary source of contact between brand and consumers (and the impression it creates) that can make or break the “holy grail” type of relationship that companies wish to establish.
Associating product quality with good customer service is often the key in retaining loyal users – a well established brand assures consumers that it will provide the necessary support when needed, and in return consumers will continue to purchase its products.
Showing consumers they matter
From a new pen, a pair of shoes, chicken noodles to electronic devices – the brand most associated with how efficient the company strives to serve its clientele will stand out.
Take the case of the pen. When it blots, it goes straight to the waste bin. But when one knows that it’s not a product that has a tendency to end up in the trash because its manufacturers offer a money-back guarantee on blotted ink, then it is evident that the company has done its share in performing after-sales support by anticipating and meeting the expectations of its consumers.
First impression counts
By being associated with quality service, the company earns a loyal customer that will share the positive experience with others. This further strengthens the brand and promotes a base of consumers that will come back for more. Organizations that recognize the power of the consumer and word-of-mouth marketing will do well in such cases.
In addition, it is also essential that a positive customer service experience is observed and felt by the consumer from beginning to end. From a well-informed salespeople, to the cashiers, delivery personnel and up to the service centres, the consumer must be made to feel that the purchase is of great importance and value every step of the way.
Positive experiences go far
Turning a consumer into a loyal customer is crucial in sustaining a base of supporters that will constantly vouch for the products the company churns out. In essence, the lasting impression that a brand instills in consumers goes a long way in getting the brand associated with quality service. Entrepreneurs who understand this and are able to cultivate it into their businesses will greatly benefit both in the short term and the long run.