Building Customer Loyalty in an Online World


There’s a huge difference between the successful running of a business in this current digital age and the 1990s. Then, the relationships we had with our customers were built on constant face-to-face interactions for every transaction, going from customer to loyal customer to friend. Today, we don’t necessarily need to know our customers to carry out business transactions. The world has gone digital and the more digitally inclined you are, the higher your chances of growing a successful business.

So how can we build customer loyalty in this highly digitalised world? There are many ways to do that. Here are 9 of the best ways:

  1. Offer good online customer service assistance

This can include FAQs, or customer service live chats. They reassure customers that they can get help if needed.

  1. Create content consistently

There’s nothing like great consistent content to keep customers interested and engaged on your site. If you’re not using content marketing techniques in your business, now’s the time to invest in it. Share valuable quotes and sayings along with emotionally impacting content.

  1. Add customer feedback features to your website

These include customer forums and forms the customers can learn and get help from, share experiences, use to develop social relationships and also rate different elements of your business.

  1. Make your site user-friendly

A functional website will encourage visitors and potential customers to remain for longer periods because it reduces the frustration and difficulty of browsing. Give them an easy and enjoyable experience.

  1. Reward customers

Capturing customer loyalty is one way small businesses can hold their own against larger corporations. Some big companies underestimate the power of customer loyalty, and it’s up to SMEs to exploit that advantage. You can use different loyalty program schemes and promotions to reward your customers; contests, competitions, quizzes, free shipping perks, loyalty points for doing certain actions like following your brand, first to comment and so on, email coupons, etc.

  1. Deliver as promised

The fastest way to turn customers against your brand is by failing to deliver what your website promised. Don’t bite more than you can chew and avoid over-promising or promise-and-fail.

  1. Offer multiple payment options

Many customers take internet security very seriously. In order to attract more customers and retain their loyalty, you must be ready to keep several payment channels open. You don’t want to refuse customers who only use a certain payment method and end up losing them.

  1. Encourage customer reviews and display them prominently

Since online customers are unable to see, touch or test products before purchase, it’s important to get customer reviews after every successful transaction.

  1. Get social

Social media is the best place to connect with different consumers. Most consumers now use social media to reach an infinite number of businesses. Having social media accounts poorly managed, or an absence of a social media presence can turn away potential customers.

Customer satisfaction online is the key to a successful business. The happier the customer, the greater the likelihood of customer loyalty.


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