Loyal customers choose you above others - others that could be offering them a better or discounted price

Some loyal customers show their appreciation for your business by referring others, and most will talk about you openly and positively online or in the right conversation.

However, they come with conditions - and expectations. You need to make them feel that their shopping matters to you - by enhancing their experience each time, they choose to spend their money with you. Acknowledging their name or purchase history is a must to keep the relationship alive.

Traits of loyal customers

• Community-focused
• Honest with feedback
• Needs personalization
• Trend new product focused
• Values customer experience

Get their attention

• A simple and easy returns policy. Loyal customers will appreciate you being flexible to them trying before buying.
• Customers who want relationships with brands or businesses often look to see what relationships your business already has, having reviews and other customers talking about their experiences will make you more appealing.
• Because loyalty stems from attachment and belonging - asking for input and feedback about customers likes and dislikes is a good way to continue a conversation and make them feel valued.

Help them purchase

• If they engage with you, ensure you’re able to provide a personal response or interaction.
• If they make a return, or if they stop returning to your site and store - try to tempt them back with an incentive and also provide them with a reason to let you know their reasoning.
• See if there is a way to create them an account - you don’t have to be a big business in order to create profiles and save customer details - there are lots of tools that can help you to track what your customers have done or spoken about - which means you can easily pick up where you left off.

How you will lose them

• Product or service does not match expectations
• They’re not known
• No money (not enough) is invested in keeping them by making them feel special