Omnichannel presence delivering functional customer support can improve customer loyalty

New Ideas in MarketingEssential news for marketers, summarised by YouGov
August 29, 2019, 9:48 AM UTC

37% of people consider themselves to be loyal to a brand only after they have shopped from it for more than five times. 

This piece recommends brands should have an active omnichannel presence across different mediums along with a fully functional customer support service. An omnichannel presence would encourage more customer interaction and enable brands to turn “valued customers into life-long loyalists.”

Brands need to ensure credible customer interactions as 60% of customers stop doing business with a brand after one poor customer service experience. Organisations should provide round-the-clock customer support to make customers feel valued with timely and personalised responses.

The author suggests that companies should contact customers for feedback or suggestion instead of waiting for customer complaints. It can help brands onboard new customers into their loyalty list, while also strengthening the relationship with old customers.

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[12 minute read]