A good relationship with the customer is very important for organizations. Having satisfied customers is nice, but satisfaction is not enough. You want your customers to be loyal to your brand. Why customer loyalty is so important, we would like to explain to you.

What is customer loyalty?

When someone is loyal, that person has a sense of belonging and involvement. With customer loyalty, the customer has this same feeling with a brand, product or service. This loyal feeling can be influenced. It ensures repeated purchases of products or services despite the presence of substitutes or marketing campaigns from other companies.

It starts with satisfaction

A satisfied customer is not necessarily a loyal customer, but a loyal customer is always satisfied. Customer loyalty therefore begins with customer satisfaction. For this, the customer relationship must be good. A negative customer experience is five times more valuable than a positive experience. It is therefore important to provide the customer with a positive experience. An organization does this by calling customers back when promised, but also by taking this person seriously and making extra efforts to solve any problem. Also, a customer wants to be heard and be able to trust the organization. This trust is based on quality, fair prices, delivering on the agreed delivery times and receiving correct invoices.

From customer satisfaction to customer loyalty

Even if customers are satisfied with your brand, they are always looking for something better. To bind these customers to your organization, you need loyalty. But loyal customers are not created overnight. The bond between a consumer and a brand must be built over a longer period of time. This loyalty is created through emotion, relevance and attention, based on brand experience, interaction, sense of value, trust and satisfaction.