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Customer trust is an irreplaceable asset for startup brands. When customers trust a company, they are more more likely to make repeat purchases and turn into loyal customers. 77% of consumers says they have remained loyal to at least one brand for a decade or more.
This loyalty is not only about repeat business; it also provides a powerful defense against fierce competition in the market. Here are five ways to build loyalty in your organization.
1. Prioritize reliability
If your goal is success and longevity, there is no excuse for poor products. You should conduct thorough testing against the product’s intended purpose and obtain unbiased feedback from focus groups in each of your goal markets to learn the way and why consumers use your product.
Before adapting a product to a recent market or promoting it in a recent country, my company Flowwow conducts “reconnaissance” and monitors competitors’ activities to evaluate prospects.
In 2022, we decided to enter the UAE market. The company focused on providing protected, reliable transactions and elegant digitalization, adapting to the latest trends among Emirati and MENA residents. The direct results of this approach was a 200% increase in Valentine’s Day gift orders and a 1000% increase in overall sales turnover worldwide.
2. Improve honest reviews
Over 79% of buyers rely on reviews just as they do with personal recommendations. That’s why working with feedback is essential to creating a positive experience that individuals can trust. But let’s be honest: if giving feedback is inconvenient, most individuals will simply skip it. That’s why it’s vital to make the process quick and easy.
Use platforms like your website to share what current customers are saying about your products, good and bad. Then use the positive feedback to proceed doing what works best, and use the negative feedback constructively to enhance elements of your products and services.
3. Connect on a cultural level
Connecting with consumers on a cultural level is paramount in today’s global marketplace. Offering a website in a native language is just the first step, and it’s essential that your content is translated by a native speaker. To build a true connection, your brand must resonate with your customers’ values, interests, and nostalgias. This is where the power of cultural collaboration shines.
Translations and localizations of the software were repeated many times proved insufficient to penetrate local marketsbecause they often leave the brand message sterile and impersonal. Customers wish to feel seen, heard, and valued. Flowwow keeps a list of local holidays and events, and prioritizes reading local media, building relationships with locals, and spending time immersed in the culture of each marketplace.
An excellent example of a brand that excels at cultural collaboration is Adidas. Their recent collaboration with the UAE’s “Goodbye Old Jumeirah” community is an example of this strategy. This collaboration resulted in a limited edition collection of sneakers dedicated to Dubai. However, the beauty lies not only in the unique product, but also in the social message it conveys – preserving the cultural heritage of the Emirates, all through very area of interest local partners who live as much as the brand values. This suits perfectly with Adidas’ broader brand strategy of authenticity and empathy.
Be a brand that individuals can relate to and be a a part of. Consistent cultural awareness and a willingness to learn are essential for any brand that goals to attach with its customers on a deeper level. This approach fosters authentic relationships and ultimately creates loyal brand advocates.
4. Build ambassador relationships with influencers
Working with established influencers gives you the advantage of “trust reinforcement.” Finding influencers who already resonate with your audience means you can showcase your brand in a deep, meaningful way.
Airbnb, a hospitality giant, understands the power of building long-term relationships with key influencers. In a fast-paced industry like short-term rentals, staying up-to-date with trends and best practices is key. Airbnb doesn’t rely solely on its own research – it uses specialist knowledge established influencers and their loyal fans who consistently deliver invaluable content on platforms like TikTok and YouTube.
This strategy advantages Airbnb in two key ways. First, by consistently appearing in content from trusted influencers, Airbnb gains a “trust boost.” Potential hosts are more likely to contemplate Airbnb if they see positive recommendations from established figures they already follow. Second, long-term partnerships help Airbnb bypass the ever-changing algorithms of social media platforms. By consistently appearing in influencer content over time, their endorsements seem more authentic, and trust is built more easily.
5. Offer compassionate customer service
Exceptional customer service exemplifies compassion, commitment to customer needs, and a deep sense of responsibility. It reflects your organization’s real concern, demonstrated by a patient and reliable approach to resolving any issues users encounter with your product or service.
Netflix’s success is based not only on its unique content library, but also on commitment to customer satisfaction. Their approach to customer service goes beyond easy problem solving; focuses on creating moments of “joy” for subscribers by ensuring positive interactions. One example of this philosophy is Netflix’s proactive response to service interruptions. If a user experiences a technical issue, Netflix may send them a notification offering a bill credit, even if the user hasn’t contacted the user. This proactive approach demonstrates empathy and a desire to take care of positive customer relationships by prioritizing customer satisfaction.
We put a lot of emphasis on how we check with our customers. Our support team consistently delivers a response time of lower than half-hour, ensuring that customer queries are resolved quickly. We also empower our staff to supply thoughtful solutions, including discounts, when platform errors occur.
True human interaction is paramount, prioritizing agents over chatbots to offer empathetic understanding and personalized assistance to every user who contacts us. Our holistic approach to customer service has earned us an impressive 97% customer satisfaction rating.