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The Science of Increasing Customer Loyalty

Consumer Products & Retail

August 24, 2017 / 1 min read


Loyalty and retentionMeasuring and ManagingNet Promoter Score

The Science of Increasing Customer Loyalty

How to define the concept of customer loyalty? Why should you try to optimize it and how can you increase it?

How do we define the concept of consumer loyalty? Why work on optimizing it and how can it be increased? The purpose of this article is to give you the tools you need to start maximizing your sales beyond expanding on the initial purchase, whether by generating additional purchases or getting more recommendation of your business by your customers. The author gives us six strategies to increase your customers’ loyalty:

  • Ask yourself: “What’s the cost of switching for a customer?”
  • Reduce customer effort.
  • Repetition is important, so you need to design your products or services to turn using them into a habit.
  • Implement loyalty programs focusing on “gamification”.
  • Invest in customer service.
  • The sharing of common values ​​helps develop your customers’ loyalty.

And finally, let’s take a look at the best way to measure building your customers’ loyalty and optimizing it over time: the NPS. Because it is tightly correlated with customer loyalty, it will provide you with a precise indicator of this concept. Why not start by including this indicator in your  customer experience measurement tools?

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