Attracting customers is already difficult, but earning their loyalty is even more challenging! Many companies can attract customers on special occasions and the like, but only a minority of customers return to buy again.
For loyalty to occur, it's necessary to structure the after-sales by investing in the consumer experience. This way, customer retention and purchase frequency increase.
Customer loyalty is the best investment a company can make today. Because, the acquisition cost keeps rising.
An after-sales that retains customers
It's crucial that the customer feels secure when buying from you. Therefore, provide easy access to information. From product/service details to purchase information, such as where they can contact if something goes wrong or if they have questions.
Besides security, the customer needs to build an emotional bond with the company. To promote this, it's important to offer benefits such as free shipping, coupons, and gifts.
The customer loves to feel special and unique, so understanding the consumer profile and preparing exclusive offers is a good idea. See how Droga Raia did this at this link.
Requesting customer feedback is essential! But more than that, it's necessary to implement some of their suggestions, solving problems and enhancing the company. Do this and get back to the customer with the solution implemented.
Investing in content marketing is also a good move. Thus, the customer will have an extended relationship with the company. Create content addressing the most frequent questions or comments, for example: A lingerie store can create content about the ideal lingerie model for each body type or talk about self-esteem.
The best option
A loyalty program is the most efficient way to reduce the CAC and increase the LTV. After all, selling to current customers generates fewer costs than acquiring new ones.
Therefore, the main focus of the loyalty platform is to customize the customer experience in after-sales. Furthermore, the platform invests in relationship marketing, which enhances the best customer acquisition method, which is referrals.