How Improving Customer Experience Can Help You Battle the Loyalty Recession

by | Sep 28, 2022

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In June, consumer spending in the U.S. dropped for the first time this year. According to consumer spending data shared by the Commerce Department, “purchases of goods and services, adjusted for changes in prices, decreased 0.4% after a downwardly revised 0.3% gain a month earlier.”

Another  study by Brand Keys found that “38% of the categories it analyzed have already seen consumer brand loyalty begin to recede.”

One way to combat the looming loyalty recession is by dedicating more time, dollars, and effort to improving customer experience. 

Not sure where to start? Here are three actionable tips that come directly from our newest resource for marketers, The Marketer’s Guide to Battling Growth Stagnation in 2022

Tip #1: Prioritize Projects That Address Specific Customer Frustrations

One of the best ways to keep customers engaged and loyal is to work on fixing the problems that frustrate them most. 

This means giving more attention to supply chain issues, shipping and return issues, and any problems that may exist with your current line of products. 

By fixing these problems, or at least communicating that you are working on fixing them (including providing regular and proactive shipping updates on late orders), you can help your customers remember why they chose to buy from you in the first place and why it’s worth sticking with you. 

Tip #2:  Implement Loyalty and Reward Programs to Incentivize Customers

Another great way to improve customer experience is by launching or re-launching loyalty and rewards programs. 

Your customers need more reasons to stick with you right now, and giving them small extras like discounts or freebies in exchange for their continued loyalty is a good way to keep them around. 

If you use Shopify, consider using a platform like Inveterate, which helps you boost customer loyalty through members-only rewards, benefits, and product access.  

Tip #3:  Make Customer Communication a Priority Across All Teams

Every team should be laser-focused on keeping customers happy and informed. 

Your marketers should be responding to questions and comments that come in through social media. 

Your customer service team should be responding quickly to questions and problems that your customers need help solving. 

And your email marketing team should be keeping customers in the loop on upcoming launches, new offers, and upcoming campaigns. You can even use a tool like Heymarket to keep in contact with customers over SMS text. 

By communicating with customers across multiple channels, you will help keep your brand and products top of mind.

Now isn’t the time to go quiet on your customers. Lean into creating experiences that remind them what makes your brand, your products, and your team great. 

Wrapping Up

A happy customer is a loyal customer, and a loyal customer will spend more and buy more frequently than customers who are less familiar with and less loyal to your brand. 

Use these tips to keep your customers loyal and excited to buy from you, even when the economy changes.

Want more battle-ready strategies to help you survive the next few months of economic uncertainty? Download our free guide, The Marketer’s Guide to Battling Growth Stagnation in 2022.

This guide will give you five key strategies to shake off growth stagnation, optimize revenue, and surge ahead of the field by building a more resilient, efficient, and profit-driven B2C business.

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