According to Deloitte, it’s time for brands to rethink the traditional loyalty scheme. But that’s easier said than done, especially if your budget looks more like a startup’s than an enterprise’s.
We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018. Continue reading to see their advice.
Humanize your brand. Start engaging with your prospects and customers instead of pitching to them. Stop talking about your own brand and start talking with your prospects and customers. Engage with thought leaders, experts, and influencers to widen your conversation and audience. Establish thought leadership for your brand through genuine two-way engagement and communication with your prospects, customers, and influencers in your genre. — Tamara McCleary, CEO of Thulium, @TamaraMcCleary
Treat the customer as you’d treat your “best” self. You need to go above and beyond to build loyalty in a competitive market. Make sure that every employee is trained to have a customer first attitude and those that interface with customers have extensive training on how to properly treat customers. I have an empty chair at every company meeting, signifying the customer, so that when decisions are made, none neglect impact on the customer. — Jeff Sheehan, Marketing & Social Selling Advisor, @JeffSheehan
Regularly send them a message asking how you can improve. They will appreciate it and stay loyal. If they give you feedback, they are committed to seeing you succeed. Do you have an easy way to listen to them? — Shashi Bellamkonda, Chief Marketing Officer at SureFireLocal.com, @ShashiB
Best advice for SMBs looking to increase brand loyalty: Ask powerful questions. Really listen to what customers are saying and model the behavior you expect of others. Also, too many brands don’t spend the time gaining clarity about why they do what they do. When you find out why you’re doing the work, the how becomes easy. Be purpose-led! — Courtney Smith Kramer, Co-founder of PureMatter, @CSHasArrived
Create a “Thank You” department. It’s a lot easier to keep customers than it is to get new ones. — Bryan Kramer, Author of There is No B2B or B2C: It’s Human to Human #H2H, @BryanKramer
Under promise and over deliver. Deliver value. — John A. Meyer, Marketing Professional, @JohnAMeyer
Listen. Be authentic. Know your customers and be open to change. Nothing is as it was. — Rieva Lesonsky, Founder of SmallBizDaily.com, @Rieva
My number one tip for small businesses looking to increase brand loyalty today? Do tiny things for your customers that help their businesses succeed, even after they’ve paid you for the original scope of work. — Leslie Carothers, Co-Owner of Savour Partnership, @TKPLeslie
Take a step back and assess/discover where the “holes” may be lurking inside your team. Fill those holes with capable humans who can help get you to the next level, especially consultants who can get in and get out with massive impact. — Lynn Abaté-Johnson, CEO of People Forward, @PeopleFW
View more from our tweetchat series in Tips to Maintain Brand Loyalty in Today’s Disruptive World and How to Win Customers and Increase Brand Loyalty.