To enhance customer loyalty, sellers can adopt these three strategies!

In the past year, the relationship between brands and consumers has been tested . The most obvious point is that consumers' loyalty to brands has declined due to the impact of the epidemic .

Facebook IQ interviewed love life expert and New York Times bestselling author Matthew Hussey and found that many methods for successfully building personal relationships also apply to brands and consumers . Let’s take a look at what advice Hussey gave to sellers↓

More conversations with consumers

77% of consumers worldwide say they would feel more connected with brands if they could ask them questions or provide feedback directly.

Nearly half ( 49%) of consumers say that 24/7 support is an important characteristic of good customer service, while 63% expect brands to respond quickly when they need help.

In addition, consumers are eager to interact with brands. 24% of consumers worldwide prefer brands that have posted on social media, and another 24% of consumers will choose brands that update their products based on user feedback.

Improving transparency to build trust

It is easier for people to build strong bonds between each other based on shared values ​​and principles.

Corporate social responsibility is increasingly influencing consumer purchasing decisions, and people are seeking greater transparency from brands to understand what they really stand for. 56% of consumers worldwide say it is important that the brands they buy from share their own values.

Consumers also care about the stories behind brands. For example, 55% of consumers worldwide want the brands they choose to use environmentally friendly production practices.

Make consumers feel valued and appreciated

Consumers want to feel appreciated, with more than a third (35%) of consumers globally saying they want brands to make them feel valued.

This could come in the form of personalised communications or offers, with 46% of consumers saying they like brands that offer them exclusive sales on their products or services.

Brands also need to create a more convenient shopping experience for consumers. More than a third ( 34%) of consumers said they feel valued when brands make it seamless for them to cancel and return their product orders.

In summary, sellers can try to apply interpersonal relationship principles to their interactions with consumers in order to establish good and lasting relationships with them.

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Customer Loyalty