Brand loyalty is a customer’s willingness to continue doing business with your brand. It is a reflection of multiple factors, including:

• Customer satisfaction: If customers are happy with a brand’s offerings, they generally do not see a need to go elsewhere, especially since switching brands can be a hassle
• Brand responsiveness: Brands that demonstrate they care about customers by making themselves accessible across channels and responding promptly to customer complaints inspire loyalty
• Convenience and empowerment: Customers want to get answers fast and to get those answers through channels they prefer, which will retain a greater number of customers

How can you measure brand loyalty? You can ask customers directly how they feel about your brand and whether they are likely to do business with you again. You can also look at customer retention rates. The higher they are, the more customers are staying loyal to your business.

If your brand loyalty rate is not where you want it to be, you can take steps to fix it, including:

• Understanding your customers: The customer service solutions you implement will differ by the customer, so it is vital to conduct research on your target audience first
• Installing digital channels: Digital messaging, SMS texting, and chatbots serve customers on the channel they prefer–and they are automated to help customers anytime, anywhere
• Updating your call center: Fewer customers use call centers today, but those who do benefit from modern, automated solutions like conversational AI and interactive voice response
• Monitoring interactions across channels: You can prevent security breaches and pinpoint possible trouble spots to act quickly to improve the customer experience.

Improving and maintaining brand loyalty rates requires you to create and implement a comprehensive, flexible customer support strategy. OutPLEX can help you by researching your customers, installing and monitoring channels to ensure the quality of service, and working closely with you to find out how you can best satisfy your customers’ needs.

Call 1.866.531.5773 or visit us online to find out how OutPLEX’s services and tech partners can help you increase brand loyalty.