Creating Loyal Customers
June 27th, 2010 | 
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Cake shop that I frequently visit was always crowded by customers. I am including one that always comes regularly to buy cakes from this shop. I, and other subscribers, showed something called loyalty.
When a business is able to generate customer loyalty, they will simply enjoy the benefits only. But how a customer loyalty is created? Here, I will give you the main keys of customer loyalty.
Customer loyalty comes from customer satisfaction to service you. When customers are satisfied, then they would return at another time, but when they are not satisfied, they certainly will never come back. In short, here are some factors that affect customer loyalty:
First, the value proposition. Why? Because the value proposition is that constitutes a positioning as well as expectations in the minds of customers. Communicate your value proposition through the values held by the product / service, resulting in a self-perception of its own on the customer.
Furthermore, this is directly related to the second and third factors, namely customer satisfaction and customer experience. Customers have expectations of product / service, then they get a customer experience, and customer satisfaction is crucial.
When the customer experience with expectations, they would be content neutral. Then when the customer experience exceeds expectations, they will be very satisfied. Conversely, if the customer experience is worse than expectations, then they will be disappointed.
Therefore, one should note is that you can give the customer experience consistent with your value proposition has been communicated to the customer. This is a rule of thumb is most important.
It is not stop until here. You must do the activities you must do consistently and continuously. When you can continually satisfy customer, then you can earn their loyalty.
You also must be responsive to their complaints or feedback. Feedback or complaints indicate a “ opportunities for you to better satisfy them. Be sensitive to the needs of customers. Do innovation, create the best product and best meet customer needs.
So there were some factors that you must meet in order to create customer loyalty. This is a long process, which you should strive to be better constantly. Essentially, you have to keep improving consistently, in accordance with customer needs.
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