What does customer loyalty mean to ?

In today’s business context, customer loyalty is defined as a company’s ability to retain customers and convert them into recurring revenue. The phrase “customer loyalty” is often accompanied by analytical reports and metrics that try to decipher a customer’s buying habits, trends, frequency of purchases and apply the necessary tactics and strategies to improve. At , “customer loyalty” has a completely different meaning.

Customer Obsession at

It all starts with the customer. One of ‘s core values ​​is the . The driving force behind every product, every service, every campaign, and every interaction is the goal of helping people get one step closer to their online success. We never see customers as numbers and we never try to quantify success in numbers. Our philosophy is that helping people in the most passionate and informative way possible is the only way to do business, and the numbers will take care of themselves.

Early in the company’s journey, we became aware of the evolution of the concept of customer loyalty. What followed was a conscious decision to create a Customer Success team equipped with the right skills and mindset to serve customers in a way they had never been before. We wanted to create an environment where people could safely turn to for answers. we wanted make it easy for customers to find help and make it easier to get.

While Customer Success is the core team directly responsible for dealing with customers, there is much more to it. From the data team, who analyzes market trends and preferences, and product owners who create products based on customer surveys, to web developers who interview customers regarding UX, there are many people who work silent behind the scenes. Their common goal? Create products and services that customers want to use.

Our teams incorporate customer feedback into their work every day. Our work is a constant and relentless adjustment. Polish what we’ve built based on what people want, what people need.

The relationship between a customer and a brand

Gone are the days when customer loyalty was something you had to conquer by enticing people into reward schemes, free giveaways, and heavy marketing strategies. Customers now have the luxury of choice and are more informed than at any time in modern history. They know what they’re looking for, and more importantly, they know when they’re not getting the services they signed up for. Customers are not behind the products, but the brands. The relationship between a customer and a brand is deeper than an exchange of money for service: it is about trust.

We live in an age where people evaluate brands the same way they evaluate other people they let into their lives. Customers expect to see things like open communication, care, attention, appreciation, and longevity. They are no longer impressed by flashy gifts in the early stages of the relationship. Instead, they look for consistency and a brand they can trust for the long haul . At , we understand that the only way to achieve customer loyalty is by first proving that we are loyal to our customers and by putting customer needs first in every business goal.

Build trust and provide a timely solution

We never treated customer loyalty as a separate project, something we had to worry about beyond the reason we created this company in the first place. People will always return to places and companies where they have found comfort, solutions, and positivity. We firmly believe that if we offer people the most affordable, highest quality and performing online hosting they can get, they will have a reason to come back.

Loyalty is built over time, repetition, and friction. It is not given, it is earned. It is the way you treat people in times of distress, crisis and frustration. We have never believed in convincing people by sending them discount codes, but yes being available to guide them in times of uncertainty and trouble. We help clients to rank better in search engines, we help them secure their website, configure their SSL, for their needs, create a website that is fast, efficient and stands out. Loyalty is the bond of trust that you create during email or chat exchanges, the sense of relief you get when you’re given a timely solution to a problem that could have ruined your day.

And just because theory means nothing without real-life applications, let’s look at some real-life examples that can help you contextualize the ideas presented in this article.

Nothing says success like someone who is willing to recommend your services to a friend. This is not a popular metric. This is proof of a true connection between the company and the customer. This is evidence that there is a personal approach, understanding, honesty and empathy.

Giving customers exactly what they ask for is absolutely amazing! You know what’s even better? Giving them more, simply because you want them to succeed. This chat is a perfect example of how one member of our team exceeded expectations and pointed the customer in a direction that could help them immensely. As far as the customer was concerned, the chat was about to end with his issue resolved and his questions answered. But not!

Our understanding of the customer and our appreciation for what they do has taught us that giving more is never wasted. Give without expecting anything, give as you would to a friend, a loved one. People appreciate honesty, care, and a genuine desire to help.

Carlos is a professional in digital marketing, eCommerce and website builders. He loves helping businesses grow online through his tips. In his free time, he is surely singing or practicing martial arts.