As marketing professionals! we tend to focus on sales strategy! how to reach potential buyers! how to properly design this strategy! what tools we can use to achieve more sales! the goals we will achieve for a specific month! what business model we should use… but in most cases! we forget one of the key steps for a business to persist over time: building loyalty among individuals who have previously purchased something.
I think the Building customer reason for this major oversight
among marketers is that tracking buyers who are loyal to a brand or company is incredibly complicated! both in terms of calculating and managing them. That’s why it’s easy malaysia phone number library to focus on new customers instead of worrying about repeat customers.
It should be noted that in the category of and brand awareness creation customers who want to repeat their purchases ! we will have many who may have experienced the following:
Building customer loyalty after the purchase! the forgotten phase
Exchanging a product : Consumers may not have liked a product they’ve purchased and have decided to exchange it. Depending on the response and treatment they received in the store! there’s a chance they’ll become loyal customers or customers who won’t return to the store. In this case!
IKEA is a master of product exchanges
as they allow you to exchange a product for a year if you don’t fall in love with it! as they say! Complaints : Many businesses do not know how to respond appropriately to complaints or claims! either because the item is in poor condition when the buyer takes it home! or agb directory because they have been overcharged and realize it too late! or because the item breaks in a short space of time! etc. Complaints are one of the main reasons why businesses lose customers for life! because they do not know how to give a professional response to what is asked of them! or because! in some cases! they act in an unprofessional manner.