Six Tips to Help Small Businesses Drive Loyalty

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Listen to your customers

Seventy percent of customers cite poor customer service as a reason for not buying from a brand. One way to combat this is to solicit feedback and identify meaningful opportunities to improve your customer experience. An open and active dialogue with your customers affords your business the chance to better understand your customers and evolve with them.

Customers appreciate the opportunity to provide feedback, and will feel much more connected to you when they see their suggestions come to life. For example, in response to negative feedback about its pizzas, Domino's recently reformulated their recipes from the bottom up and released a video showing the brand in a more human light. The campaign helped the brand better connect with their customers by demonstrating that they value their feedback.

Today's market can be tough for small and mid-tier businesses, because big-box stores often dominate consumer attention with low prices and large inventories. While 82 percent of small business owners admit loyal customers are the main way they grow their businesses, 61 percent of retailers say customer retention has become more difficult and building customer loyalty is challenging. To compete, smaller businesses are required to think smarter where big-box retailers think larger. That's why loyalty programs are more important for small and mid-tier businesses than ever before. Here are six tips, identified by Chris Wuhrer, senior vice president of strategic initiatives and product marketing at Cayan, to help small businesses drive loyalty.

 

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