How do you develop brand loyalty to retain
customers and keep them coming back time and
time again to either buy your product or service
now or in the future?
Well, we're going to talk about that today.
I've done customer service for multi million
dollar corporations and I've done customer
service for very small corporation or small
businesses.
When I first started at one of the larger
corporations, I did corporate financing, stocks,
trading bonds.
Boring Stuff.
But, the biggest thing was client relationship
management, so I manage the clients.
I kept their appointment.
I scheduled even little things like their
birthday to tell them happy birthday.
I essentially built a relationship by reminding them when they needed to review their portfolio
or if something was available that might be
better for them.
I was always keeping them top of mind and
letting them think, hey, I'm thinking about you.
Think about when you're building your brand, how are you going to be building this customer
relationship and keep them coming back.
The first thing that a lot of people do is
a customer loyalty program.
It's probably going to be when you're bigger.
I mean, I've seen this like at the nail salon
when I go get my nails done where they'll
give you a little card and you can punch the
card.
Like the third time you'll get, I don't know,
$30 off or $10 off.
It's just a way to keep customers coming back
so they think, hey, if I keep coming back
here and I bring that card in or scanned my
app, whatever it is, I'm going to get the
next thing and the next thing and they're
treating me as if I'm a valued customer.
Same thing with my Starbucks APP.
Every time I go to Starbucks and get a coffee,
I scanned my app and usually I get some type
of reward like a free sandwich or free coffee.
I get all kinds of offers from them.
I'm not going to say that it is the best customer
loyalty program because I think they could
use a lot of revamping and I say that as in
the fact that it's more of what you get for
what you give doesn't equate the same.
That being said, customer service also has
to do with your tone and voice, Aka your attitude.
I went to social media marketing world this
past week and the biggest thing that has stuck
out to me, and I still cannot forget it, was
the fact that I reached out to several people
before I went and one of these people was
huge to me, specialized in pinterest and I
said, you know what?
I really wanna learn about pinterest.
I've watched this chick for a long time, and
what's crazy is I tell everybody, hey, if
you want to learn about the pinterest, you
need to go to follow this lady.
Well, when I got to social media marketing
world and met her, I walked up.
I had sent her an email before and just introduced
myself and said, hey, I was just wanting to
let you know I'll be attending your session.
I'm really excited to meet you and I met you
through someone, blah, blah, blah.
Out of the blue.
She actually emailed me back, so I was like,
wow.
She emailed me back and said
"Hey I can't wait to meet you!"
That being said, once I got there and met
her, her attitude wasn't the same in person
as it was on video.
It's not good to have that discrepancy, but
what she said to me was "Hey I don't do interviews..
blah blah blah"
It was just really really rude and I was more
of I was documenting my journey and I was
filming.
You're at an event to be filmed!
That also came with fact that when I was reading
her website before I contacted her, there
was a lot of things in there before even getting
to the contact form, it said, hey, if you're
trying to hire me for this, don't even bother.
Don't call me for this.
Don't do this, don't do that.
And I was thinking, man, your website sounds
horrible for someone who wants to contact you.
You're telling them, hey, don't call me for
an interview.  Don't call me if.
I honestly should probably like read this
to you because that's how bad it is.
That's a good idea, Actually. Let me look that up real quick.
So I actually went and pulled this so you
can see.
So she says on her website, "Please contact me for information about speaking at your event
I’d love to learn more about it
I’m not accepting guest posts, sponsored
posts, or requests for product reviews on my blog.
This blog is a representative of my ideas
and I’ve researched all my content thoroughly prior to publication.
I don’t edit my published content to add
related links to content you’ve created.
Still have questions?
Feel free to contact me and ask away.
I welcome brands looking to connect or journalists
looking for interviews but I don’t answer consulting questions via email."
Okay, well.
That would be a good way to not get a customer.
But anyways, I still sent her email and she
wrote me back, so I was like, wow, you know!
Maybe she's not that way, but she is.
Needless to say, I totally walked out of her
interview or her speech and never returned
and I went to someone else who said, thank
God I went up to her before and talked to her.
It was probably a blessing in disguise.
Just saying, obviously people want to know
that you care and that you're listening not
be pushed off.
I don't know what that really says about brand
loyalty.
It's not really good.
OK, not good.
If your product sucks, if you give them a
crappy food service, no matter what it is,
just letting people know that you're listening
to them, that you hear them, that you're taking
their feedback and doing something with it
is the best that you can start with when it
comes to building a customer relationship
and developing your brand to keep them coming
back and get that brand loyalty that you want.
If you want to have great customer, loyal
following, then you need to treat them like
you actually care about them that they're
not.
You're not just there for the money.
When did everybody start caring so much about
the money?
That would be that question to you is not
about how much money they're spending, how
many times they've purchased from you or if
they've ever purchase from you.
Some people are not going to buy from you
on the first time.
Maybe they learn about you and then by retargeting
or video that you put out, they keep coming
back and coming back and eventually they say
hey you know what this chick knows what she's
talking about.
Yep, this one right here.
This chick knows what she's talking about.
And, I want to buy something from her, I want
to reach out to her and let her consult me
for my company.
What every that you're selling,
it has to be backed up by some type of relationship
that you want to have with your customers.
Speaking of relationship building, like I
said, it doesn't matter whether they buy from
you now or buy from you in the future.
When people first meet you, it's like when
you get the book, they say you can't read
a book by its cover, but if you start to read
a book and it says something about how to
sew.
I probably wouldn't care about how to sew.
But if it said vlog I probably would care
about how to vlog and vlog like a boss.
It all comes with brand loyalty and building
a loyal following of customers.
Go the extra mile, please go the extra mile.
You know when you get that job and when you
first get it, you're always trying to do a
little extra, a little extra.
While, I don't know, maybe you don't, but
I do.
You want to build a relationship no matter
where you're at with your customers, with
your business.
And that's another thing is it really starts
with your employees and your employer attitude,
your employer attitude rubs off on the employees
and the employees attitude rubs off on the
customers.
You have to teach them how to act and how
to treat customers.
How would you want to be treated if you are
the customer?
I mean, thinking about when you go to business
and something doesn't go the way that you
wanted.
Your first instinct is to get upset and say,
oh they suck.
But honestly I can tell you from my own business
that, a lot of times it comes from lack of
training.
Do you have some type of guide, either brand
or tone, a style guide that you use for your
business?
Do your customers know to get that same look
and feel from you?
That also comes from your branding.
This is something to think about when you're
presenting yourself to your customers, both
in your packaging and your emails and online
on your website.
It's just how you talk in general on social
media and how you engage.
All of this is building a customer relationship.
Not just building it, but broadening it.
I always try to get people into my business
through email, through video, and then I also
expand that with social media so they can
talk to me day to day when I'm online, a place
that they are already at and hanging out.
So go to where your customers are at, figuring
out what they like.
If they take a picture with your product and
you don't share it or don't comment on it
or don't post about it, that automatically
kills the credibility for your brand.
If someone talks about your book, talks about
Your Business, mentioned your product and
you don't thank them or say something or let
them know you care.
It's almost like killing the relationship
from the start.
There's so many big brands out there that
don't even acknowledge customers.
I can tell you, I've done tons of customer
reviews and about half the brands, these large
brands, they might just like a tweet, but
they don't go comment on a video that I made
about them.
They don't really comment on the tweet I made.
They don't even say, thank you for mentioning
my brand and these are huge brands and I already
said this, but you don't have to give everything
away to build a customer relationship.
You don't have to give them a discount that
don't have to give you free food.
They don't have to give you anything free
to make up for customer service.
I mean I will say in some cases it is accurate.
If you ordered a steak and it was burnt when
you fill out these surveys and they say, hey,
can we reach back out to you?
It's really letting them know, hey, here's
how we're doing and how we can improve.
I do this with my product all the time.
The Energy Patch, I've mentioned this before,
we give out a sample of the product in a sample
trial pack and so there's two that come in
here.
It gives them a full day supply to actually
try the product and then if they want to order
again, they can buy the full product in this
packet and there's actually two that come
in here.
They might have a three day, a two week, and
then it moves on to a month, so the whole
point of building a relationship with this
is to let them know, hey, we want you to try
our product.
We want you like it, share it, talk about
us, but we want you to come back and I actually
give them a discount for coming back.
Is all set up in an email marketing system.
Hopefully they'll buy the next size up in
the next size and then eventually my goal
is to get them on the 30 day plan, which is
a subscription based model and it moves them
closer to an automation process.
For me, that's really it.
The other thing to keep in mind is that you
don't know who someone else knows so they
may not buy the product from you or maybe
they try it and then they say, you know what?
I know someone else's will be perfect for.
Great ways to build a customer relationship
without ever.
Honestly, spending any money on the relationship
is just customer service and treating the
customer like you would want to be treated
and I will I'm kind of like a complainer because
I'll go into other people's businesses and
that's the first thing I say is "wow I can't
believe they treated me like that". I can't believe they talked to me like that.
Hey, By the way we are never going there again!"
How so you develop brand loyalty?
So yes, how to develop brand loyalty is to
provide amazing customer service so that they
want to keep coming back, and this is done
in more than one way.
Social email your attitudes.
If you're a manager, everything plays a big
circle.
I'm Brandi of www.BlogginBrandi.com, where
you can find tons of free resources to help
you brand your business.
Don't forget to subscribe down below and it
make sure to show back up.
I'm going to be publishing three times a week.
If all goes well.
I do have it planned out so three times a
week.
Subscribe.
We're going to be talking about branding your
business, how to brand your business with
social media.
Email.
Have tons of tutorials already out on a lot
of this stuff.
So for this, this is about customer service.
If you want to watch some more customer service
videos, I will link those in the description
below.
I've put out some outsourcing and how to talk.
So these are all going to be great ways to
kind of build your brand relationship so you
can check those out and subscribe for new
videos that are going to be coming out to
help you brand your business and I will see
you in the next video.
