4 Tips to Building Loyal Customers Without a Loyalty App
How many times have you landed on an online store, only to be suddenly ambushed by a pop-up screaming, "Join our loyalty program now! Earn points! Get rewards! Be loyal!" It's like being accosted by a overly enthusiastic salesperson who just won't take no for an answer.
It's a common sight, but have you ever stopped to think about why these customer loyalty programs are so freaking common?
To get to the bottom of this, let's take a step back and define what loyalty actually means:
Loyalty is a person's unwavering devotion to someone, something, or some cause. It's about being faithful, dedicated, honest, trusting, and supportive.
As complex, emotionally-driven creatures, we humans need time to develop trust and put our faith in people and things.
So, how can we expect customers to become loyal to a brand at the drop of a hat?
The truth is, we can't.
Cultivating genuine, customer satisfaction and loyalty is no cakewalk. It takes time, effort, and a whole lot of TLC to build a real connection with your customers.
Plenty of online stores jump on the loyalty app bandwagon, hoping it will magically improve customer loyalty and transform their customers into die-hard brand fanatics. But more often than not, these apps fail to deliver any real value to the customers. In fact, it's usually the brands that end up reaping the rewards, not the folks they're supposed to be rewarding.
Now, don't get me wrong – I'm not some kind of loyalty app hater. When used with a clear, purposeful marketing strategy, these apps can work wonders.
But here's the thing: you don't need some fancy loyalty app to make your customers fall head over heels for your brand.
Here are three steps you can take right now to increase brand and your customer retention rate and loyalty, no app downloads required:
Building Customer Loyalty With a Story
Want customers who would follow your brand to the ends of the earth? Then you've got to give them a reason to care. And no, having the coolest products in town isn't always enough to cultivate customer loyalty.
The secret to capturing your customers' hearts? A brand identity and story so compelling, they'll want to tattoo it on their forehead (okay, maybe not literally, but you get the idea).
Take a page from the marketing mastermind himself, Donald Miller. In his book "Building a StoryBrand: Clarify Your Message So Customers Will Listen," he reveals the ultimate formula for brand storytelling.
Instead of casting your brand as the hero, make your customers the star of the show. Highlight their struggles, the values they hold dear, and the mission that drives them – then invite them to join forces with your brand to save the day.
Once you've got your brand story nailed down, infuse it into every aspect of your business. Use it to personalize your marketing, product recommendations, and customer interactions. Gather customer feedback, to gain insights into your customers' experiences and pain points, then use that intel to level up your offerings and forge an unbreakable bond with your audience.
One brand that I’ve always found does an exceptional job at this is Thinx, the period underwear pioneers.
They don’t just sell a product – they empower their customers to become warriors in the fight against period stigma. Every purchase or donation fuels their GiveRise program, which champions menstrual equity and education.
By making their customers the heroes of this important cause, Thinx has built a loyal army of brand advocates who wear their undies with pride.
Harness the Power of User-Generated Content (a.k.a. Let Your Customers Show Off) to Build Customer Loyalty
Remember how we talked about making your customers the hero of your brand story? Well, user-generated content (UGC) is like the secret weapon in your loyalty-building arsenal. By showcasing your customers' real-life experiences with your products, you're not just telling a story – you're letting them live it.
While text reviews are great, visual UGC (think: photos and videos) is where the real magic happens (especially for fashion, home decor, or travel brands). Encourage your customers to share their experiences on social media, then feature that content throughout your website and product pages.
Not only does this provide social proof for potential buyers, but it also shows your existing customers that their voices (and killer style) matter.
Plus, when you showcase UGC, you're not just building loyalty – you're creating a community. And what's more loyal than a group of customers who feel like they're part of an exclusive club that totally gets them? This sense of belonging can transform them into repeat customers who can't get enough of your brand.
Deliver Customer Service So Amazing, They'll Never Want to Leave
Okay, so this one might seem obvious, but stick with me. In a world where generic chatbots and copy-paste email responses are the norm, providing a positive customer service experience that actually makes your customers feel valued is like stumbling upon a unicorn – rare and magical.
If you want to inspire and increase customer loyalty, that lasts longer than the latest TikTok dance craze, you've got to go above and beyond with your customer service. We're talking personalized interactions, a human touch, and a genuine desire to make every customer feel like the VIP they are. Creating a stellar customer service experience is key to building customer loyalty and fostering an emotional connection with your brand.
And as your business grows, don't let excellent customer service become an afterthought. Invest in an all-star support team or start exploring how new technologies can help you scale without sacrificing that personal touch.
Embrace AI Technology to Elevate Your Customer Experience
If you're struggling to deliver top-notch customer service due to limited resources, consider bringing an AI chatbot into the mix to handle some (but not all) of your exceptional customer service interactions.
Let's face it – you're never going to have time to do everything yourself. By offloading mundane tasks to AI, you'll free up mental space to focus on the things that really move the needle, like building genuine connections with your customers.
AI-powered tools can also anticipate customer needs, provide proactive support, and personalize interactions faster than you can say "machine learning." By embracing technology, you can build lasting customer loyalty now, boost revenue, and gain a competitive edge that will keep you ahead of the curve. So don't be afraid to harness the power of AI to create a customer experience that's out of this world.
The Bottom Line
I'll say it louder for the people in the back: Brand loyalty and customer lifetime value isn't something you can buy with a shiny loyalty app. It's about creating genuine connections with your customers, making them feel valued, and inviting them to be part of something bigger than themselves.
Craft a brand story that puts your customers in the spotlight, deliver customer service so amazing they'll never want to leave, and harness the power of user-generated content. Do all that, and you'll be well on your way to building a loyal customer base that will stick with you through thick and thin.
By creating exceptional customer experiences that tick all these boxes, you can turn satisfied customers into lifelong brand ambassadors. Boosting customer engagement is the key to fostering loyalty and keeping your customers coming back for more.
So ditch the generic loyalty app and focus on creating experiences that make your customers fall madly in love with your brand. Trust me – when you pour your heart into it, the loyalty will follow.
Hi! If we haven't already met, I'm Laura! Founder of Dolgify and author of this little blog. I help small to mid-sized merchants build stores and stories their customers deserve. If you liked this post and want to learn more, here are a few ways you can connect with me:
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Cheers,
Laura
