Loyal customers not only provide a steady stream of revenue but also become brand ambassadors who can help attract new customers. 

What is Customer Loyalty?

Customer loyalty is a customer’s commitment to your brand. A loyal customer will always choose you over the competition, maybe because of your excellent customer service, unbeatable product selection, or another way you differentiate yourself.

Why is Customer Loyalty Important?

Loyal customers are the most valuable asset for any brand to hold onto. Repeat customers typically spend more and generate larger transactions in the long run. Also, keep a customer than it is to acquire a new one. 

Examples

Before we go further, let's review two great examples of companies that have built loyal customers.

Amazon Prime

This yearly subscription-based service gives you free shipping and exclusive streaming for Prime video. Amazon discovered that people who are members tend to spend close to twice as much a year as they would as non-members.

Starbucks

Did you know Starbucks has one of the most successful apps ever? Millions of people use this app to purchase at least 1 coffee every 6 months. The convenience this app adds and the inclusion people feel by having the app make it so successful.

Digital marketing offers a myriad of tools and strategies to build and maintain customer loyalty effectively. Here, we explore some key methods to achieve this.

1. USE A CRM for Loyalty Management

We put this at the top because this is where it all starts it can start. Any of the strategies we mention can be executed with a CRM like the Avanti Local App.

A CRM will allow you to collect and store vital customer data, such as email addresses, transactions, milestones, birthdays, customer service issues, and more. Then you can market to these contacts, using various methods, right inside the CRM. It helps to consolidate everything (customer data, marketing activities) into one consolidated location. Inside you can create automations and customer rewards programs that benefit your customers.

2. Offers - Discount

Businesses can provide customers with discounts on products they purchase regularly or services they may need quarterly or yearly. They can be core products or products that complement prior purchases or services. Discounts are also a way to get people to buy from you at slower times. Have a slow Tuesday afternoon. Provide a discount during those hours to get people in the door. Discounts are a great way to segment a particular demographic. For instance, you can offer discounts specifically to veterans, senior citizens, or students.

3. Reward Customers

Rewards give customers motivation and help increase their chances of coming back to you. Who wouldn’t love a free coffee after you’ve already purchased ten of them? Rewards can be something customers aspire to or it can just be a nice surprise. Rewards should include an expiration day so your customers don’t miss out before the deadline. 

4. Exceptional customer service

This should be common sense for any business owner. Provide great customer service. Respond to customer inquiries and complaints promptly, and offer helpful and personalized support. If you get a negative review online, respond to it immediately. Quick and efficient responses to inquiries on social media, live chat support on your website, and follow-up emails after purchases can enhance the customer experience and build loyalty.

5.  Personalize Sales & Marketing

By tailoring marketing efforts to individual customers based on their preferences, behaviors, and needs, businesses can create a more meaningful and engaging customer experience. Personalization will enhance the customer experience with you, increase their engagement with you, and help build trust.

As we’ve mentioned, CRM systems make it easy to house all relevant customer data in a centralized repository, but did you know that you can also use a CRM to send out personalized for individual customers?

6. Remember Their Special Days

Sending a simple “Happy Birthday” email or postcard to acknowledge their special day keeps you top-of-mind and shows you’re different. You can take this a step further by giving them a special birthday discount or a free product to help them celebrate.

Luckily a CRM system makes it easy to keep track of major customer milestones, such as birthdays, wedding anniversaries, college graduations, and more, so you can proactively create and queue up marketing messages for every event.

7. Consistent and Valuable Content

Content marketing is a powerful tool for building customer loyalty. By consistently providing valuable and informative content, you can establish your brand as a trusted authority in your industry. Blog posts, eBooks, webinars, and newsletters are just a few examples of content that can keep your audience engaged and coming back for more.

8. Social Media Engagement

Social media platforms provide a direct line of communication with your customers. By actively engaging with your audience, you can build a community around your brand. Respond to comments, participate in conversations, and provide valuable content to keep your followers interested and engaged.

9. Ask for Reviews

Reviews are golden because they are authentic social proof from real people. Anyone unsure of whether or not they should buy from you will check your reviews. They’ll want to see what other people say about your company and how they experience you.

Asking for reviews is an opportunity to make long-term customers into brand advocates. into brand advocates. You can request 

10. Respond to Feedback & Reviews

Always respond any time a customer writes a review or offers feedback online, whether it’s positive or negative. Doing so shows that you’re paying attention to what people are saying about you, and also demonstrates that you value your customers’ thoughts and opinions. 

11. Engage Your Customers

Engaged customers are loyal customers. Companies with strong ties to the community easily strike a chord. There are numerous ways to boost customer engagement such as building an online community where customers can connect, share, and discuss. As we mentioned, you can create engaging content for them and experiment with different formats such as video, webinars, and social media content.

12. Show Gratitude

A “Thank you” goes a long way!. It’s a way to cross the impersonal digital barrier and remind them that there’s a grateful human on the other side.

A personalized email or handwritten notes delivered are an easy way to show your thanks. 

Building customer loyalty through digital marketing requires a strategic and multifaceted approach.  Loyal customers are not just repeat buyers—they are advocates who can help grow your business organically. Invest in these strategies to see a significant impact on your customer retention and overall business success.