Brands must do whatever it takes to stand out and earn committed customers to gain a competitive edge. As consumer demands and expectations shift, companies must prioritize the customer experience as they consider their marketing strategies. This article from United Consumer Financial Services explores how to leverage customer experiences to enhance brand loyalty so you can see the growth and profits you’re aiming for.
Why the Customer Experience is Crucial
Regardless of your product or industry, you’re in stiff competition with other brands vying for your customer base. Shoppers benefit from an extensive digital directory, including expansive product and brand information. Product and brand research has never been more convenient or accessible.
When consumers shop, they consider more than just the product. Their experiences with your brand shape their perception of your products and company and their relationship with you. Earning customer loyalty extends beyond the transaction. Building trust and gaining lifetime customers requires brands to deliver exceptional customer experiences for all shoppers at every stage of the buyer’s journey.
The customer experience determines brand loyalty. A recent survey found that 63 percent of customers will shop elsewhere after one bad experience with a brand. Retaining customers should be a priority for any business: repeat customers spend more without increasing customer acquisition costs. They often enhance your marketing strategy with positive reviews, social sharing, and word-of-mouth recommendations. You want loyal customers, and you must strategically shape their experience with your brand to win them over and take hold of market share.
If you want to win your market, you must foster brand loyalty. And you do so in part by delivering consistent, quality customer experiences across every channel and interaction with shoppers.
Below we share how to leverage customer experiences to enhance and increase brand loyalty so you can see more sales, more significant revenue, and sustained growth.
Customer Experience Tips
Consumers expect personalized experiences when they interact with your brand. The level of personalization may vary depending on your industry or marketing approach, but all shoppers want to feel known by your brand.
Brick-and-mortar businesses have the unique opportunity to connect face-to-face with shoppers, a rarity for many organizations operating in an online market. Your shop will have regular or repeat customers. Make an effort to personalize their experience. Based on their shopping history or regular purchases, recommend complementary products or suggest something new that might serve them well.
You should also deliver personalization through online marketing. For example, as you create e-mail marketing content, segment shoppers according to purchase, browsing history, or demographic information. Structure your promotional content with relevant bundles, product releases, or deals that might interest subgroups of your shoppers.
Generic marketing and lackluster shopping experiences will ruin marketing and branding efforts. You must create helpful, memorable experiences that make your customers feel like the most important person in the room. When you do, you give them a reason to shop with you again and again.
Shoppers represent more than a transaction. They play a significant role in your success. Building trust and fostering loyalty among your audience requires sincere engagement.
Engagement is more than in-person conversation (though people skills are essential for in-person sales success!) Engaging customers can happen through content, branding, socials, and any other touchpoints you have with shoppers.
Customer engagement allows you to draw shoppers in with messaging and content that is helpful and informative. And if you operate both in-person and online, interpersonal engagement is even more crucial to building loyalty.
Understanding the basics of empathy and conversation helps you meet shoppers where they are and highlight the solutions your brand offers. Engagement matters, whether in-store, through a live chat, or via in-home sales. Customers who are made to feel that they’re not worth your time will bring their wallets elsewhere. But shoppers who feel cared for from the start? They have plenty of reasons to stay.
Capitalize on Customer Feedback
Shoppers will enthusiastically provide feedback regarding their customer experience with a brand, especially if that experience could have been better. Asking for and listening to customer feedback –– and acting on it –– helps you create a connection that endears them to your brand.
Customers provide authentic and helpful insight regarding shopper experiences with your business. There’s no better source of information than the shoppers themselves. Ask them to share their experiences and opinions and how you can improve. Once you have that information, make changes where necessary.
Taking action shows you care. And consumers want to shop with brands that care about them and prioritize their experience.
Anticipate and Meet Customer Needs
Human nature dictates that we gravitate toward the path of least resistance. This is true regarding consumer psychology as well. Shoppers want simple, frictionless purchase experiences. The fewer steps to purchase, and the easier the transaction, the more likely shoppers will buy initially and remain loyal for the long run.
Anticipating and meeting customer needs promotes a seamless shopping experience for the consumer. And a primary way to make shopping simple is through providing financing options.
Many consumers don’t have the resources to purchase big-ticket items. Without cash to pay for goods or services upfront, many shoppers postpone or forego purchases, leaving them without the products they want while your business has lost a sale.
Providing consumer financing through a firm like United Consumer Financial Services allows you to address customer needs and offer a fast, realistic solution that empowers them to purchase confidently.
Credit application is quick and straightforward; customers typically receive a notice of credit decision (approval) in just minutes. Partnering with UCFS to deliver payment options streamlines the purchase process, clearing away potential obstacles that might impede the sale. By breaking down a large lump sum payment into affordable monthly installments, you remove barriers to purchase and increase accessibility for shoppers. Installment payment options create paths to purchase and increase buying power, enhancing brand loyalty.
Delivering Experiences that Keep Customers Coming Back
Consumers have more choices than ever regarding who and where they buy from. Providing superior experiences helps you cultivate brand affinity and loyalty among your customers. Taking every step possible to build brand loyalty will pay off in increased sales and reduced spending so that you can enjoy the benefits of higher revenue for your business.
Reach out to the United Consumer Financial Services team today if you’re ready to explore how consumer financing gets you there. Our talented and helpful team will walk you through our various financing options to find solutions that work for your business and your customers.