A few weeks ago, we discussed various ways in which you can quantify your customer loyalty rates and why these rates are important to grow your business. The education travel industry is very dynamic with plenty of proactive customers who can now find many opportunities and choices through social media. The good news is that you can use this to track customers’ online activities and develop strategies to keep them happy and loyal to your brand. Here’s how:

Use Customer Retention Rate as a Guide

It goes without saying, any company wants to keep its loyal customers. By using this method periodically you can sense if there’s a drop in your retention rate and you can get a headstart in rectifying the situation. On the other hand if the retention rate is pretty high, you can reward those loyal customers by giving them discounts or special offers.

Understand your Customer Needs

Trial and error when it comes to dealing with your customers won’t work out - the direct approach is better. We mentioned net promoter and customer satisfaction scores last week. These are great to get feedback right away so you can deal with them efficiently. Most customers are online and share their experiences, questions, doubts, and feedback. Not only does this help in following what it is that your customers need, but it also gives you an easy way to reach out to them for feedback. 

Segment your Customers

Segmenting your customers is ideal when you are trying to improve your loyalty program. Once you have set up your segments, this will allow you to target products, rewards and services that are more personal to each group. Having a customized approach to each segment increases the feel of belonging to your customers, thus increasing their loyalty to your brand.

When it comes to loyal customers, always ensure that a reward system is in place. After all, you want your customers to come back and bring their friends and family with them, you want them to become your brand ambassadors, right? Who wouldn’t want that? Using these metrics not only lets you view your company through their perspective. It also helps you find what you’re most successful at while highlighting areas you may lack in (and giving you a chance to fix them). Let us know if you need our advice on this and other marketing strategies!