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How to Build Customer Loyalty in 8 Steps

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How to Build Customer Loyalty in 8 Steps

Customer loyalty is an important factor in any business’s growth. It involves keeping customer engagement high, creating a positive customer experience, and encouraging customer retention. Loyal customers will help to create word-of-mouth exposure, increase customer referrals, and promote repeat spending.

Building customer loyalty should be a key goal for any business that wants to maximize its success for long-term growth. Achieving customer loyalty can be done through small steps such as offering rewards or discounts for loyal customers, providing excellent customer service, and personalizing customer interactions.

Eight steps to building a customer loyalty program

Hire good employees

Building a customer loyalty program can be an effective way to grow your business, but only with the right employees who understand customer service. When it comes to hiring staff to boost customer loyalty, it’s important to look for employees with strong customer service skills, like active listening and problem-solving capabilities. These individuals should also be able to recognize customer needs as quickly as possible and look for creative solutions that help build customer trust.

Furthermore, you should make sure your customer loyalty team members have excellent people skills and know how to maintain a pleasant and inviting atmosphere by having upbeat attitudes and showing genuine enthusiasm while engaging customers. By doing so, you will ensure you have the right talent in place to make your customer loyalty program both successful and rewarding. If your company chooses a hybrid workspace, it can bring challenges as well, so check whether your employees have all resources to increase customer loyalty.  

Identify loyal customers

Identifying loyal customers to build a successful customer loyalty program starts with customer data analytics, as customer data can provide insight into customer behavior, preferences and shopping habits. Through customer data analytics, businesses can create marketing campaigns that target the most frequent and highest-spending customers, offering them special rewards or discounts for their loyalty. This way, not only can you get higher conversion rates, but you also increase sales too.

Additionally, businesses should strive for customer satisfaction in order to identify who their most loyal customers are; customer feedback surveys on products and services, allowing customers to provide honest answers anonymously, can be an effective tool in learning which customers will remain loyal even through difficult times or changes.

Research customer needs and wants

Building customer loyalty through successful customer loyalty programs is key to developing any modern business. To do so, thorough research into customer needs and wants must be conducted. In addition to this, you can formulate a lead generation strategy that will help you create campaigns that target customers’ needs.

Companies should consider surveys, customer feedback, and customer service records when determining how to improve customer loyalty. Additionally, interviews with customers and focus groups can provide invaluable insight into not only customer behavior but what customers want from their customer experience. Building customer loyalty requires an understanding of individual customer needs, wants, and values; research provides the basis for this development.  

Find ways to incentivize customer behavior

A customer loyalty program is only as successful as the customer engagement and activity that it inspires, so providing incentives to customers who regularly interact with or purchase from your business is essential. Doing so can be as simple as offering discounts or special offers on products related to those they have already purchased or sending out bonus points for referrals.

Keeping customer activity fresh and creative by introducing new incentives can often help ensure customer loyalty over time. Incentivizing customer behavior will make them feel valued while also sparking excitement and enthusiasm each time they engage with your brand. When your online school offers courses on how to become an air hostess, connect with your students, and encourage them to share their success stories and give rewards.

Provide specific rewards for customer loyalty

Organizations that wish to create a customer loyalty program should recognize the importance of providing specific rewards for customer loyalty. In order to incentivize and reward customer loyalty, companies should consider implementing programs that provide considerable discounts on goods or services, exclusive access to products before they go public, or other tangible benefits. Consumers will be more likely to engage in loyalty programs with clear, achievable outcomes that preserve their customer status and offer unique opportunities they would not normally experience elsewhere. Reward customers who are using your digital learning platforms by offering discounts for a premium plan for your educational solution.

Train Employees Constantly

Companies can start by recruiting a customer loyalty team collected of customer-service-oriented individuals who have in-depth training in customer management philosophies and techniques.

The team should regularly conduct refresher courses for other employees to make sure everyone understands the goals of the customer loyalty program and how those goals should be met. Additionally, employees should receive training on customer service protocols, such as how to handle customer feedback quickly and courteously, using their knowledge of customer loyalty principles to address customer complaints with tact and empathy. When promoting your healthcare chatbot, ensure that your employees are equipped to market it in a perfect way.

Be responsive

Responding promptly and appropriately to customer inquiries, feedback, and questions paves the way for customers to trust the brand and its customer loyalty program. Companies should make sure customer service representatives are equipped with the right tools to quickly provide customer support, as well as create personalized experiences that encourage customers to come back often. Building customer loyalty is an essential step to grow your audienceans the basis for a business’s long-term success, and staying on top of customer responsiveness can help make it happen.

Brand Your Loyalty Program

Establishing customer loyalty is essential for any business. One method to accomplish this is to build a loyalty program that rewards customers and encourages them to keep returning. Branding your loyalty program is key to gaining customer trust and creating long-term customer relationships. Using customer feedback, ask yourself questions such as how could you make it smoother for customers to benefit from the program while holding customer data securely?

Put thought into the design features such as graphics, customer incentives, and customer communication channels so customer loyalty will build over time. With thoughtful planning and attention to customer service standards, your customer loyalty program will lead to success.

Conclusion

Customer loyalty is crucial for the success of any business, but fostering it can be a challenge. Organizations should, where possible, reward customer loyalty in order to reap the rewards long-term. Ultimately customer loyalty is essential to retain customers and grow the customer base. It’s not only important for customer satisfaction, but it also helps increase customer retention, which enables businesses to drive revenue growth and build sustained customer satisfaction.

Dedicating time and effort to genuinely connect with your customers on this level will go a long way in increasing customer loyalty over time. By having a well-thought-out strategy and dedication, businesses can ensure they build lasting relationships with their core customer base, which will keep them coming back more often and ultimately boost business profits in the future.

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YouTube Ad Specs, Sizes, and Examples [2024 Update]

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YouTube Ad Specs, Sizes, and Examples

Introduction

With billions of users each month, YouTube is the world’s second largest search engine and top website for video content. This makes it a great place for advertising. To succeed, advertisers need to follow the correct YouTube ad specifications. These rules help your ad reach more viewers, increasing the chance of gaining new customers and boosting brand awareness.

Types of YouTube Ads

Video Ads

  • Description: These play before, during, or after a YouTube video on computers or mobile devices.
  • Types:
    • In-stream ads: Can be skippable or non-skippable.
    • Bumper ads: Non-skippable, short ads that play before, during, or after a video.

Display Ads

  • Description: These appear in different spots on YouTube and usually use text or static images.
  • Note: YouTube does not support display image ads directly on its app, but these can be targeted to YouTube.com through Google Display Network (GDN).

Companion Banners

  • Description: Appears to the right of the YouTube player on desktop.
  • Requirement: Must be purchased alongside In-stream ads, Bumper ads, or In-feed ads.

In-feed Ads

  • Description: Resemble videos with images, headlines, and text. They link to a public or unlisted YouTube video.

Outstream Ads

  • Description: Mobile-only video ads that play outside of YouTube, on websites and apps within the Google video partner network.

Masthead Ads

  • Description: Premium, high-visibility banner ads displayed at the top of the YouTube homepage for both desktop and mobile users.

YouTube Ad Specs by Type

Skippable In-stream Video Ads

  • Placement: Before, during, or after a YouTube video.
  • Resolution:
    • Horizontal: 1920 x 1080px
    • Vertical: 1080 x 1920px
    • Square: 1080 x 1080px
  • Aspect Ratio:
    • Horizontal: 16:9
    • Vertical: 9:16
    • Square: 1:1
  • Length:
    • Awareness: 15-20 seconds
    • Consideration: 2-3 minutes
    • Action: 15-20 seconds

Non-skippable In-stream Video Ads

  • Description: Must be watched completely before the main video.
  • Length: 15 seconds (or 20 seconds in certain markets).
  • Resolution:
    • Horizontal: 1920 x 1080px
    • Vertical: 1080 x 1920px
    • Square: 1080 x 1080px
  • Aspect Ratio:
    • Horizontal: 16:9
    • Vertical: 9:16
    • Square: 1:1

Bumper Ads

  • Length: Maximum 6 seconds.
  • File Format: MP4, Quicktime, AVI, ASF, Windows Media, or MPEG.
  • Resolution:
    • Horizontal: 640 x 360px
    • Vertical: 480 x 360px

In-feed Ads

  • Description: Show alongside YouTube content, like search results or the Home feed.
  • Resolution:
    • Horizontal: 1920 x 1080px
    • Vertical: 1080 x 1920px
    • Square: 1080 x 1080px
  • Aspect Ratio:
    • Horizontal: 16:9
    • Square: 1:1
  • Length:
    • Awareness: 15-20 seconds
    • Consideration: 2-3 minutes
  • Headline/Description:
    • Headline: Up to 2 lines, 40 characters per line
    • Description: Up to 2 lines, 35 characters per line

Display Ads

  • Description: Static images or animated media that appear on YouTube next to video suggestions, in search results, or on the homepage.
  • Image Size: 300×60 pixels.
  • File Type: GIF, JPG, PNG.
  • File Size: Max 150KB.
  • Max Animation Length: 30 seconds.

Outstream Ads

  • Description: Mobile-only video ads that appear on websites and apps within the Google video partner network, not on YouTube itself.
  • Logo Specs:
    • Square: 1:1 (200 x 200px).
    • File Type: JPG, GIF, PNG.
    • Max Size: 200KB.

Masthead Ads

  • Description: High-visibility ads at the top of the YouTube homepage.
  • Resolution: 1920 x 1080 or higher.
  • File Type: JPG or PNG (without transparency).

Conclusion

YouTube offers a variety of ad formats to reach audiences effectively in 2024. Whether you want to build brand awareness, drive conversions, or target specific demographics, YouTube provides a dynamic platform for your advertising needs. Always follow Google’s advertising policies and the technical ad specs to ensure your ads perform their best. Ready to start using YouTube ads? Contact us today to get started!

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Why We Are Always ‘Clicking to Buy’, According to Psychologists

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Why We Are Always 'Clicking to Buy', According to Psychologists

Amazon pillows.

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A deeper dive into data, personalization and Copilots

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A deeper dive into data, personalization and Copilots

Salesforce launched a collection of new, generative AI-related products at Connections in Chicago this week. They included new Einstein Copilots for marketers and merchants and Einstein Personalization.

To better understand, not only the potential impact of the new products, but the evolving Salesforce architecture, we sat down with Bobby Jania, CMO, Marketing Cloud.

Dig deeper: Salesforce piles on the Einstein Copilots

Salesforce’s evolving architecture

It’s hard to deny that Salesforce likes coming up with new names for platforms and products (what happened to Customer 360?) and this can sometimes make the observer wonder if something is brand new, or old but with a brand new name. In particular, what exactly is Einstein 1 and how is it related to Salesforce Data Cloud?

“Data Cloud is built on the Einstein 1 platform,” Jania explained. “The Einstein 1 platform is our entire Salesforce platform and that includes products like Sales Cloud, Service Cloud — that it includes the original idea of Salesforce not just being in the cloud, but being multi-tenancy.”

Data Cloud — not an acquisition, of course — was built natively on that platform. It was the first product built on Hyperforce, Salesforce’s new cloud infrastructure architecture. “Since Data Cloud was on what we now call the Einstein 1 platform from Day One, it has always natively connected to, and been able to read anything in Sales Cloud, Service Cloud [and so on]. On top of that, we can now bring in, not only structured but unstructured data.”

That’s a significant progression from the position, several years ago, when Salesforce had stitched together a platform around various acquisitions (ExactTarget, for example) that didn’t necessarily talk to each other.

“At times, what we would do is have a kind of behind-the-scenes flow where data from one product could be moved into another product,” said Jania, “but in many of those cases the data would then be in both, whereas now the data is in Data Cloud. Tableau will run natively off Data Cloud; Commerce Cloud, Service Cloud, Marketing Cloud — they’re all going to the same operational customer profile.” They’re not copying the data from Data Cloud, Jania confirmed.

Another thing to know is tit’s possible for Salesforce customers to import their own datasets into Data Cloud. “We wanted to create a federated data model,” said Jania. “If you’re using Snowflake, for example, we more or less virtually sit on your data lake. The value we add is that we will look at all your data and help you form these operational customer profiles.”

Let’s learn more about Einstein Copilot

“Copilot means that I have an assistant with me in the tool where I need to be working that contextually knows what I am trying to do and helps me at every step of the process,” Jania said.

For marketers, this might begin with a campaign brief developed with Copilot’s assistance, the identification of an audience based on the brief, and then the development of email or other content. “What’s really cool is the idea of Einstein Studio where our customers will create actions [for Copilot] that we hadn’t even thought about.”

Here’s a key insight (back to nomenclature). We reported on Copilot for markets, Copilot for merchants, Copilot for shoppers. It turns out, however, that there is just one Copilot, Einstein Copilot, and these are use cases. “There’s just one Copilot, we just add these for a little clarity; we’re going to talk about marketing use cases, about shoppers’ use cases. These are actions for the marketing use cases we built out of the box; you can build your own.”

It’s surely going to take a little time for marketers to learn to work easily with Copilot. “There’s always time for adoption,” Jania agreed. “What is directly connected with this is, this is my ninth Connections and this one has the most hands-on training that I’ve seen since 2014 — and a lot of that is getting people using Data Cloud, using these tools rather than just being given a demo.”

What’s new about Einstein Personalization

Salesforce Einstein has been around since 2016 and many of the use cases seem to have involved personalization in various forms. What’s new?

“Einstein Personalization is a real-time decision engine and it’s going to choose next-best-action, next-best-offer. What is new is that it’s a service now that runs natively on top of Data Cloud.” A lot of real-time decision engines need their own set of data that might actually be a subset of data. “Einstein Personalization is going to look holistically at a customer and recommend a next-best-action that could be natively surfaced in Service Cloud, Sales Cloud or Marketing Cloud.”

Finally, trust

One feature of the presentations at Connections was the reassurance that, although public LLMs like ChatGPT could be selected for application to customer data, none of that data would be retained by the LLMs. Is this just a matter of written agreements? No, not just that, said Jania.

“In the Einstein Trust Layer, all of the data, when it connects to an LLM, runs through our gateway. If there was a prompt that had personally identifiable information — a credit card number, an email address — at a mimum, all that is stripped out. The LLMs do not store the output; we store the output for auditing back in Salesforce. Any output that comes back through our gateway is logged in our system; it runs through a toxicity model; and only at the end do we put PII data back into the answer. There are real pieces beyond a handshake that this data is safe.”

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