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What the Experts are saying about Customer Loyalty


Customer loyalty is essential for growing your business. Not only do loyal customers spend more money in your store, they are more likely to share your business with friends and family. This is important when you consider the fact that customers are four times more likely to buy from a store they have been referred to by a friend!

So, loyalty is important, but how do you encourage customer loyalty within your business? We took a look at what retail experts and thought leaders have to say about customer loyalty.

Ross Beard at Client Heartbeat suggests implementing a loyalty program that works for your business:

“Whether you want to use old school punch cards or new mobile apps, a loyalty program can go a long way to keeping your customers coming back. These programs are a great way to engage your customers, build a relationship and drive repeat business.”

Aimia says customers must be treated holistically in order to effectively gain insights into their shopping habits.

"Millennial consumers around the globe are massively influenced by social and mobile channels, crowd-sourced recommendations, and demand instant gratification from brand interactions. Building loyalty with Generation Y consumers requires a holistic approach, one that connects data dots between channels and touch points to provide a rich flow of customer insight into the business."

Mark Hayes from Shopify agrees that a loyalty program can help drive repeat customers:

“Loyalty programs are designed to encourage loyalty to a business, which in turn, results in increased revenue with continued patronage. Offering points can increase repeat shopper annual visits by up to 20%. Rewarding your customers with loyalty programs can help drive return visits to your site, and even help spread the word about your business through word-of-mouth to increase your customer base.”

Tomer Garzberg, Managing Director of StrongmanDigital.com.au and Growth Hacker at TomerGarzberg.com says email marketing can be a great way to stay connected to your customers:

“If you don’t already have an email marketing campaign, start one. It can be a great way to let your existing customers know how much you value them, and to encourage them to repurchase from you. If you’ve got some insight into your customer base, pre-empting their need for your product or service is extremely effective.”

While the AllBusiness editors say that providing great confident customer service is key:

“Good customer service means going the extra mile to meet customer needs. Customers remember being treated well, and positive customer experiences result in repeat business. Pay attention to customer concerns and complaints. By letting you know when they’re dissatisfied, your customers give you an opportunity to resolve their issue and to improve your service.”

The Takeaway

  • Loyalty programs are effective ways of encouraging your customers back in-store. Marketing tools such as Collect Loyalty allows you to reward your customers easily and drive customer engagement through targeted messaging. 
  • Did you know that 3 out of 5 customers were willing to give up a former favorite brand in order to have a better service experience? Delivering great, consistent customer service to your customers (and surprising and delighting them too!) makes sure your customers feel truly valued and taken care of when they step foot in your business, a sure-fire way to make them want to come back again. 
  • Celebrate events with your customers - Send them out birthday offers and discounts, thank them for being regulars by sending them through surprise special offers. Using Collect Automation you can set-up automated Happy Birthday offers, thanks for shopping offers and more.

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