Get my Free Customer Success Jumpstart Kit!<\/a><\/div>\n<\/div>\n\n\n\nTip 5: Be proactive when meeting needs.<\/h2>\n\n\n\n
The fifth thing that I’ve learned when it comes to building customer loyalty is to make, make sure that you are proactive when you’re meeting your customer’s needs.<\/p>\n\n\n\n
Reach out ahead of time when it comes to things like renewals and other key events in your customer success journey. This builds on the prior tip, but essentially you want to make sure that you are always thinking ahead in the interest of your customer. You should act like a fiduciary as much as possible when it comes to the responsibility of delivering the core value of what your product or service intends to do for them.<\/p>\n\n\n\n
This means whenever you think about a past conversation, you’ve had, whenever there’s a new feature that’s released, that could potentially benefit them or anything that could potentially give them more value than what they’re getting from you today, you should feel free to reach out to them. You may want to share something your marketing department put together that might take that may new feature on your site, or just make sure that you’re reaching out at least 90 days ahead of their renewal schedule so that they have ample time to loop in relevant stakeholders.<\/p>\n\n\n\n
From my experience, I found that clients are super receptive to talking early about renewals when you give a friendly nudge halfway through their contract. From my experience, an easy way to lower your customer churn and open up some early renewals, is to make sure that you reach out to your customers halfway through their contract, just to remind them about initiating that conversation. And then also to send an email, offering a couple incentives to open up an early renewal.<\/p>\n\n\n\n
This is an easy way for you to avoid some awkward or difficult conversations that would have happened at the end of their contracts, just because you didn’t check in with them. And it also makes it so that you have a lot of low stakes conversations that still allow you to build in some high value deals.<\/p>\n\n\n\n
Tip 6: Follow through on past feedback received.<\/h2>\n\n\n\n
The sixth thing I’ve learned when it comes to building customer loyalty is to follow through on the feedback that you’ve received. Back in our early days, I would always leave little notes for myself as to different pieces of feedback that I was hearing from both prospects as well as customers. And whenever our dev team put together a feature set that address that particular need, I would make sure that I reached back out to that group of customers that I left that note on and then tell them about the fixed that we had implemented for their particular issue.<\/p>\n\n\n\n
These users were honestly, so surprised to hear back from me. And I think the reason why is because you and I and everybody else are so accustomed to companies having a feedback form and that feedback just not resulting in anything. <\/p>\n\n\n\n
Tip 7: Create a home for your super fans.<\/h2>\n\n\n\n
The seventh thing that I’ve learned when it comes to building customer loyalty is to make sure that you build a home for your super fans. As you get more and more super fans, you’re going to want to create a place where people can embody your brand and share their love for your brand with others.<\/p>\n\n\n\n
One of the ways that we did this was, after a few years, when we had built up our client base, we created a certification process in which our super users could test their knowledge of the platform. And in exchange of getting certified, they would get promotional swag along with special invites for their friends that weren’t already on our site and other early releases of features.<\/p>\n\n\n\n
It was a great way to engage our super fans in terms of feedback, on new features that were in our product roadmap, as well as making sure that they felt like they were part of this building process of creating an awesome product. By creating a home for your super fans, you’re creating a place in which they can connect with other people that love your brand just as much as they do while also allowing them to champion your brand for you. It’s a really easy way to create a win-win situation for everybody involved.<\/p>\n\n\n\n
Two of the easiest ways that companies do this today is through training or certification programs and workshops or affiliate programs.<\/p>\n\n\n\n
Big takeaways<\/h2>\n\n\n\n
There are two things I want you to remember from this article. <\/p>\n\n\n\n
- The first one is that going the proverbial extra mile really does make a big difference, and is the easiest way for you to build extreme customer loyalty.<\/li>
- The second thing is that doing the small things, make the world of a difference. If you can help your customers feel like they are interacting with a mom and pop shop, even if you aren’t a mom and pop shop, it’ll build customer loyalty like crazy.<\/li><\/ol>\n\n\n\n
Also, if you find it helpful, I put together these tips as well as other customer success tips and tricks in a free download in the link below.<\/p>\n\n\n\n
If you found this article helpful, be sure to check out my YouTube channel<\/a> to get new videos every single week I’ll help take you from zero to self-starter as you grow your business, get more customers, and hone your business acumen. Also, feel free to share this with anybody that you think might benefit from learning how to build customer loyalty. <\/p>\n\n\n\nThat’s it for this time though. I’ll catch you guys next time in which I’m going to go over, how to onboard you or new clients.<\/p>\n\n\n\n