Customer loyalty is a topic that is more important than ever, as technology has created more consumer fragmentation, as well as creating message and brand overwhelm.
While it’s a critical strategic endeavor for every company, even some of the largest brands in the world make significant customer loyalty mistakes. As a small business, you may have even more at stake.
Here are three key ways that companies get their customer loyalty efforts backwards:
1. Not Respecting Your Existing Customer
2. Rewarding Spenders but Not Senders
3. Creating a Loyalty Program vs. Brand Loyalty
Remember that true loyalty comes from customers feeling that you care about them or that they were treated like a king or queen when dealing with you.
Source: CNBC.com, January 6, 2012. Author, Carol Roth.