Loyal or Lazy?

How do you know if a customer is truly loyal to your brand?

When it comes to determining customer loyalty, measuring retention alone can create false positives. This is because a customer can be trapped, bored, or too lazy to start doing business elsewhere. Such customers aren’t loyal.

Loyalty means investing time, energy, money, and creativity in a relationship.

To better determine if your customer is loyal to your brand, check to see if they exhibit the following 4 basic behaviours that drive growth in your business:

1.    They come back for more.

2.    They increase their purchases.

3.    They invest their precious time – for free.

(To see an example of this, just visit an Apple store to witness how engaged customers are with store staff, the products, and even other Apple customers.)

4.    They refer their friends.

A referral isn’t necessarily the most important of the 4 behaviours, but it’s the best indicator of whether you’ve won on all dimensions.

Talk to us for help with your customer loyalty and retention.

Creating a bond with your customer requires building a process for customer retention and loyalty. Reach out to The Brand Pilots to start putting a successful process in place today.