Customer Integrity Tips for Success

Photo by Tim Douglas.

When you think of customer loyalty what comes to mind?

Prize card ideas and loyalty programs are probably dancing to your head. While that is part of the statistics, customer loyalty involves more than that.

What is customer loyalty, and why is it important?

In the case of social media and online review websites, your best customers are your most valuable assets. According to Qualtrics, 93% of customers read reviews online before purchasing a product. Compliments (or complaints) from your trusted customers are often the first thing customers see when they evaluate your business.

Not to mention that a positive word-of-mouth customer is a huge advantage in trying to attract new customers. If customers like your product, they talk about it. The American Express Global report found that 90% of American customers share their product information with others.

This is good news and it is good to consider the recommendations of more than 81% of customers from family and friends than those from companies.

Obviously, loyal, satisfied customers are one of your most powerful marketing tools. But how can businesses promote this type of ongoing support?

What builds customer loyalty?

At the end of the day, buyers want the best price points. While there are some variations here, our recent Customer Loyalty Report found that when we discuss the top sellers in the US and UK, consumers are more active in representing the brands that offer affordable prices.

About 40% of consumer representation discussions around top retailers have said they remain loyal to the product because they offer quality products and reasonable prices, making it a top reason why consumers promote high-end online store brands. Businesses that can compete with price AND quality are in a good position to promote trust among their customers.

But while customer loyalty often combines savings and rewards, customers today are increasingly interested in what companies do behind the scenes.

Does your company actively contribute to the social justice system? Is your business looking for sustainability in packaging? Are your employees well treated?

Delivery is also an important reason why a person might speak for a product. Public posts about delivery accounted for about 20% of all representative sales interviews with top retailers in the US and UK, according to Brandwatch data.

Resolving problems with delivery should be a priority for retail companies by 2021 - it will lead to greater happiness, more honest consumers, more online communication, and less discounts online.

How to build customer loyalty

Action # 1: Invest in product quality

Low-quality products have been the third largest topic in a conversation that cuts the consumer around the major retailers. And groceries were a high-quality product that was mentioned in the negotiations of poor quality, with many consumers posting that they would not buy from a particular brand because of the low quality of food.

We also found consumers talking about buying from many local businesses because they saw that quality was better than similar products in supermarkets.

It is always important to note that priorities may not be the same for different groups. For example, the GWI survey data on Customer Integrity Report reveals a significant correlation between consumer age and respect for product quality. While quality was the top reason for all age groups as to why they were promoting popular brands online, it was particularly popular with those in brackets aged 55-64. 53% of these respondents chose ‘quality products’ compared to only 46% in the 16-24 age group.

Action # 2: Show that you care

A January 2021 Zeitgeist survey conducted by GWI found that 52% of consumers wanted to see products make less packaged products and 51% said they wanted to see more products with recycled packages. And our data shows that when companies make an effort to change for the better, customers see.

Think about what sustainable changes you can make - you could ask your customers directly in a public survey or email campaign. If you are already making a move for the world, why not consider expanding your game and shouting about your marketing movement?

Either way, products and services that are legally available will remain here.

Action # 3: Expand your delivery options

The epidemic has shown us the real value of delivery. Whether you order toilet paper in the apartment or your grandparents' grocery store, products that provide this valuable service have gained many points of loyalty in the eyes of customers.

Products that did not meet the demand for delivery faced consequences. About half of all consumer withdrawal transactions analyzed in our report (47%) come from negative posts about delivery delays or insufficient number of delivery time spaces provided by sellers.

Delivery is also an important reason why one might speak for a type of sale. Solving problems with delivery should be a priority for retail companies by 2021. Businesses that have not yet implemented any type of delivery should consider making a step or risk of falling behind.

Since delivery is great in both advocacy and dissolution talks, problem solving is a win-win.

Action # 4: Listen to understand

There are a lot of products out there that listen, but very few hear and act on what the customer says.

If your customers see that you are listening to their concerns and are finding solutions diligently, they are more likely to keep coming back to find out more.