This is a guest post from Nevilson Christian, Founder of SeekThem.

Imagine this:

You visit an online retail website for the first time.
The website automatically recognizes your geography and translates it into the local language.

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A chatbot pops up, offering to give you personalized recommendations.

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The navigation is simple. You can quickly find what you need. The content on the site sounds like a real person talking. The browsing experience is easy on the eyes.

When you decide to make a purchase, the checkout process is seamless. There are multiple payment options and clarity about shipping.

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How likely are you to return to that site?

There’s no way you can turn down an experience like that. You automatically become loyal to the brand. Purchasing from them often. And even dropping their name in a recommendation to your friends and family.

Well, customer experiences do have the power to create lasting impacts. And it can inspire customer loyalty.

Why does customer loyalty matter?

It matters because customer loyalty:

• Brings repeat buyers and more business
  • Loyal customers make purchases 90% more frequently. And spend 60% more.
• Reduces cost of customer acquisition
  • 82% of companies agree that retention is cheaper than acquisition.
• And offers a safety net during a crisis.
  • 85% of people are likely to stand by a brand they are loyal to during a crisis.

But building customer loyalty is no cakewalk. Exclusivity in brand loyalty is hard to come by.

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Cutting Through The Chase: Building Brand Loyalty FAST

We live in a digital-first world. Fancy shop facades don’t lure in buyers anymore. Fast-loading, beautifully designed websites do.

And it doesn’t take an expert to see that with the right website design, you can:

• Deliver memorable customer experiences
• Ensure your brand comes across as transparent and trustworthy.
• And ultimately inspire customer loyalty.

Here’s what you should do now for catalyzing your loyalty-building efforts:

Step 1: Get website design services.

Step 2: Watch a trusted website design company ensure a seamless user experience. They’ll make it happen by optimizing navigation, load speed, and mobile responsiveness, among other things.

Step 3: Create compelling and relevant content for your newly designed website.

Step 4: Ultimately, bring audiences to your website with targeted digital marketing

Step 5: Keep creating more memorable customer experiences while your website facilitates building a loyal customer base.

Want to understand customer experiences and brand loyalty in more detail?

Read on.

In this blog, we will walk you through

1. The elements of a memorable customer experience that build brand loyalty
2. Strategies for creating memorable customer experiences that bolster brand loyalty.

Let’s dive in.

Elements of Memorable Customer Experiences

Let us understand the 5 basic elements of a memorable customer experience with the example we started with.

• 1. Personalization and Customization

• • Makes customers feel understood.
  • Increases the likelihood of finding relevant products.

Example:

The website recognizes the customer’s geography and uses the local language.

• 2. Exceptional Customer Service

• • Makes customers feel valued and heard
  • Increases the likelihood of positive word-of-mouth recommendations.

Example:

The website offers a chatbot that promptly responds with helpful information and recommendations.

• 3. Consistency Across All Touchpoints

• • Creates a unified experience.
  • Reinforces the brand’s reliability and professionalism.

Example:

The website maintains a consistent look and feel throughout the browsing experience.

• 4. Emotional Connection with Customers

• • Fosters a sense of loyalty and belonging.
  • Encourages customers to become brand advocates.

Example:

The website content sounds like a real person talking and not bots, thus inspiring engagement.

• 5. Creating a Seamless Customer Journey

• • Minimizes friction and enhances user satisfaction.
  • Increases the likelihood of completing a purchase.

Example:

The website provides a seamless checkout process with multiple payment options and clear communication about shipping.

By incorporating these elements, you can even deliver a memorable customer experience that inspires loyalty. Here are some strategies to help you get started.

Strategies for Creating Memorable Customer Experiences

• 1. Know your customers and their needs

56% of customers stay loyal to brands that “get them.”

Here’s what to do:

• • Utilize customer segmentation to understand different customer groups and tailor experiences accordingly.

Pro Tip: Here are the 8 types of customer segmentation to help you get started with.

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• • Conduct surveys or interviews to gather insights into customer preferences, pain points, and expectations.
  • Leverage customer data and analytics to personalize communications, offers, and recommendations.

• 2. Train and empower your employees

73% of customers will stop doing business with a brand if they face three bad customer service experiences or less.

Here’s what to do:

• • Provide comprehensive training programs to enhance product knowledge, customer service skills, and problem-solving abilities.
  • Empower employees to make decisions and resolve customer issues on the spot, minimizing the need for escalation.
  • As chatbots are the new 24/7 employees for most businesses, it also makes sense to have intelligent chatbots designed for your website.

Pro Tip: Ensure that the chatbot’s tone and vibe match your website design.

• 3. Use technology to design likeable customer experiences

75% of a company’s credibility is based on website design. And 94% of users will leave a website simply because of low-quality design.

Here’s what to do:

• • Get a user-friendly website developed by getting professional website design services.
  • Leverage automation tools to send personalized follow-ups, recommendations, or special offers based on customer interactions and behavior.

Pro Tip: While getting website design services, look for companies that can also offer branding services. It will help you build a cohesive brand identity that reflects on your website.

Important: While fancy designs and cool graphics do engage audiences, it is also important to make sure your website is designed for accessibility.

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Consult with your website design agency about ways to make your website accessible to all kinds of audiences.

Professional website design services are most likely to already keep accessibility in mind. This will include using (or not using) certain colors, fonts, and design elements. And also includes offering screen readers, subtitles for audio/video content, and keyboard accessibility.

• 4. Encourage customer feedback and act upon it

The average company loses 23%-30% of customers each year to a lack of loyalty.

Here’s what to do:

• • Provide various feedback channels. Such as surveys, social media platforms, or dedicated feedback forms on your website. Your website design agency will be able to suggest the best placement options for these feedback channels.
  • Actively listen to customer feedback, analyze patterns, and identify areas for improvement.
  • Communicate and demonstrate changes or improvements made based on customer feedback. This will show customers their opinions are valued.

• 5. Surprise and delight your customers

84.3% of consumers agree that they are more likely to be loyal to brands that share their values.

Here’s what to do:

• • Champion for causes that are close to your target audience’s heart
  • Implement loyalty programs that offer exclusive perks, rewards, or discounts to loyal customers.
  • Organize customer appreciation events or exclusive previews to make customers feel valued and appreciated.

Start inspiring loyalty for your brand today to get more business from existing customers.

Yes, 65% of a company’s business comes from existing customers.

If you want to ensure that kind of success for your business, it is time to start building a website that can offer customers experiences that they’ll remember and cherish.

So don’t wait, connect with the right website design company today.

And before you go, here are some handy guides to help you along the way:

• 10 Top Web Design Firms for Exceptional Online Experiences
• 10 Websites With Stunning Customer Experience Designs
• Why It’s Essential All Customers Can Easily Access Your Website
• Privacy UX: Privacy-Aware Design Framework

 

This is a guest post from Nevilson Christian, Founder of SeekThem.

About Nevilson

Nevilson founded SeekThem, a creative design and branding agency. With his passion for design, he has established his company as a leader in branding solutions. Over the years, the company has helped numerous clients develop a strong, consistent brand identity, and Nevilson continues to lead the team in delivering exceptional results.

Read Nevilson’s blog, SeekThem blog and feel free to connect with Nevilson on LinkedIn.

 

 

 

 

Credit: Image by Arek Socha from Pixabay