A loyal customer buys repeatedly from you. To maintain his loyalty, it is important to know why he likes to do business with you.
There are many factors. A few key factors include:
- Satisfaction with the product because it meets his expectations
- Excellent value for what he paid for
- Pleasant experience in dealing with your staff
- Problems are addressed promptly
These factors carry different weights to each customer depending on where he is in the buying process. When the customer is in the shopping phase, good interactions with your sales staff would help to build a positive experience with your business. When the product breaks down, your prompt response is most important at that moment.
In order to build customer loyalty, you need to monitor these factors regularly. These are the leading performance indicators for customer loyalty.
The best approach to monitor these leading indicators is to reach out to your customers regularly. Learn how they feel and uncover what they value by asking them directly. If you are able to keep a close eye on the leading indicators, you would be attuned to needs and adapt appropriately. You won’t be caught off guard.