5 ways to build customer loyalty

Receptionist with telephone assisting guests in a hotel
By Hannah Edensor


Customer loyalty is important in all industries, but especially to travel, where the need for repeat business, word of mouth marketing and growth in bookings is critical to building a strong workplace.

And a new infographic from West has extracted the science of building customer loyalty.

The fact is that 68 per cent of customers leave because they feel brands do not care about them, and acquiring new customers is 500 per cent more expensive than keeping old ones.

The infographic includes hot tips to building customer loyalty, including:

  1. Deliver unexpected rewards
  2. Start and end strong
  3. Create a social identity
  4. Let customers share rewards, and…
  5. Show customers you share their values

They go into the science of why these 5 things help you build better customer relations and how exactly you can do this, but we’ll let you peruse in your own time.

It also claims that 79 per cent of customers would take their business to a competitor within a week of experiencing weak customer service.

On top of that, it says customers value communication, providing information before they ask for it, the chance to provide feedback, and dealing with agents who come equipped with knowledge of all their previous interactions with the company.

As for negative experiences, 39 per cent of customers are more likely to be loyal to a business that followed up on a negative experience.

So get into the chart and get yourself a suite of loyal customers!

 

science-behind-customer-loyalty

 

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