Customers have a choice. From everything to the brand of pickup they drive to the soda they drink, to the color of tractor they prefer to the mineral they feed their livestock, those choices are part of thread that weaves each human together. Some choices are passed down through the generations; Grandpa had a green combine, so I will have a green one too. Some are influenced by peers, and some are merely personal preferences.
However, in world that is full of choices with more products being developed each day, creating loyal customers is more important now than ever. Building brand loyalty doesn’t just start with a high-quality product, but that product must be backed by a reputable company and customer service that is second to none.
According to Jay Baer, marketing expert, author and presenter, 54% of consumers have purchased from a new company since the start of the COVID-19 pandemic. And, a surprising 89% of those consumers will stay with their new provider.
“Market share shifts in time of uncertainty,” he explained. “Brands are built in bad times, not just in good times.”
Don’t let your market share shift. Keep your customers loyal to you, your brand and your business. To keep their loyalty and boost your business, Baer suggests three simple steps.
- Reconfigure your products and services.
First, you need to realize that we are living in a fast-paced world. Change happens fast and if we don’t adapt, we are going to be left behind. Perhaps your store needs to extend its hours, offer different services or introduce new products to assist your customers with whatever they are dealing with. Projects that used to take 36 months are now being accomplished in 36 days.
Think about some of the products that BioZyme has introduced this summer to its customers: the VitaFerm® Conserve™ line was introduced during a time when producers needed an economical way to get Amaferm into their animals’ diets. Sure Champ® Joint Juice was introduced because our sister company, Cogent Solutions Group already had the MHB3® technology, and we felt it was important to share it with the show livestock world.
If you aren’t creating better products or amping up your services, someone else will. And making those products available online is crucial. Baer said that as of Oct. 5, 2020, America will surpass all of 2019 e-commerce revenue, and that is without any holiday shopping spurts.
- Retrain your team.
Once you have stocked new products or created new services, it is time to retrain your team on the way to present your goods and services. No longer can we do things the way we’ve always done them. BioZyme has strived to make sure we have provided updated training information for our dealers with each product launch. Be sure to visit the Online Dealer Center for all of the latest literature and updated Master Dealer trainings.
As with any change, it is time to reeducate your customers and potential customers. Make sure they know what you are offering and what makes it unique to your company, especially if there happens to be a competing product or service in the area. What makes you unique? What sets you apart? Why should these customers stay loyal to you?
One of the great ways to educate the consumer and share your message is with a FAQ list. Think of any question that might be asked and present the answer before it is asked. End users will appreciate your foresight.
“How you handle your business over the next six months will have a massive impact on the success of your business for the next six years,” Baer concludes.
Build your customer loyalty today. Be innovative, provide outstanding customer service and happy customers will be your biggest promoters. Build customer loyalty today and watch your business grow.