Five ways to drive customer loyalty through marketing touchpoints

Getting new customers is a good thing, however you only win big if you can turn them into loyal customers, and loyalty is only possible when your customers have a satisfying emotional experience after doing business with you. “Building loyalty is about more than satisfied customers,” says Sylvia Schutte, managing director of Stratitude . “To create loyal customers you have to engage and delight them at every touchpoint during their experience with you. It’s no use having a website with all the bells and whistles but your contact centre prompts get customers’ tempers flared up.” According to Schutte these are the five ways you can build customer loyalty: 1. Enrol customers in a relevant loyalty programme with benefits that they value Research shows that customers value programmes where they save money, but you shouldn’t limit yourself to only providing benefits with a financial saving or the ability to earn points on purchases. Benefit programmes such as Cell...