Join Tom and Lawrence as they discuss customer loyalty and how your CX can play a big part in either encouraging or dissuading this.
Customer loyalty is something the majority of organisations aim for to ensure that their customers keep coming back, to ensure that their business has a source of sustained, guaranteed income and consistent, reliable buyers, and a reduction in sales cost. So how is this achieved?
The podcast starts by posing the ultimate question: how do you go about keeping a customer loyal, especially in this modern age where it’s easy to switch between different retailers, companies, and make the most of the best offer at the time? The pair question and explore what makes an individual come back to a particular brand or organisation. They bring to life the different reasons for customer loyalty and affinity to certain branding types – discussing a range of different brands from ‘Tommy Hilfiger’ t-shirts and ‘Ted Baker shoes’, to how we brand ourselves at Clarasys and how different types of organisations can maximise their brand potential.
The pair then go on to discuss Clarasys’ recent rebrand. Brand plays a key part of a firm’s visual identity and, dependent upon the organisation type, can be a focus point for ensuring customer loyalty. Yet it is not the only reason for customer loyalty and Lawrence goes on to discuss other types of loyalty – such as renewals in subscription services – and they move on to challenge the different types of loyalty as dependent on whether or not your business is B2B or B2C focused.
Listen in to learn more about what makes a customer loyal and tips you can try to enhance your customer loyalty through improved CX offering.
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