The Secret to Building Customer Loyalty

“How do you make customers loyal?” is a question that every business owner wants to know the answer to. If you can’t keep your customers coming back for more, the future of your company is at risk. Still, there are many strategies out there that people think will help them build customer loyalty—but they don’t work. Here’s what does:

Find your edge

You can build customer loyalty by finding your edge. What is your edge? What makes you different from your competitors? What makes you unique? What is your competitive advantage? How can you leverage that to build customer loyalty?

For the following steps in the process of building customer loyalty to work, you need to be able to answer those questions. If you don’t know what makes your business unique and why people should choose it over someone else’s, then how will they ever get past their initial hesitation about trying out new products and services?

Be true to your customers and the market

This advice is especially important when it comes to building customer loyalty. Your customers want honesty and integrity, so don’t be afraid of being yourself. If they’re going to pay their hard-earned money for your product or service, you’d better be upfront about what they’re getting.

Make no mistake: You should make sure that both you and your company convey an image of honesty, transparency, authenticity, and credibility—but not at the expense of being honest with yourself about exactly who you are and where your strengths lie as a business.

Commit to quality and consistency

Your customers are going to be loyal to you if they know what to expect. They will also love your business if you can deliver on that expectation consistently, every time. To maintain a great customer experience, it’s important to develop a standard process for each task. You’ll then want to maintain a clear communication channel with your customers and staff. This makes sure that nothing falls through the cracks. Finally, create an exist strategy in case things go wrong so that you don’t lose face with customers. 

Make yourself available 24/7

It’s important to be available to your customers at all times. Whether they need help with a product or service question, want to make a purchase, or want to complain about something, you must be there for them whenever they need you.

To give customers the best possible experience and keep them coming back for more, make sure that you provide support in multiple ways: phone calls, emails, text messages, and social media posts. Make sure that the language used across all channels is consistent so that it doesn’t confuse customers who are trying to reach out for assistance. 

And lastly—which ties into making yourself available at all times—make it easy for people looking for help by providing clear contact information on each page of your website and business materials, such as receipts or invoices. 

Be polite and friendly

No matter how busy you are, be polite and friendly to everyone. Even if a customer is rude or dismissive, be kind and considerate in your response. Your customers will appreciate the fact that you treat them with respect, even when they don’t reciprocate.

It’s also important to be approachable and helpful so that customers feel welcome in your establishment. If a customer has a question, promptly answer it and make sure they find what they need so that they leave satisfied with their visit.

Pay attention to customer feedback

You must pay attention to the comments, complaints, and suggestions of your customers. They’re the ones who know what they want, so their input should be a valuable resource for improving your product or service. If there are any problems with how you deliver your product or service, this is also an opportunity for improvement—and it will help you avoid negative reviews on social media platforms which could hurt your brand image.


As you can see, there are many different ways to build customer loyalty. Some of these steps may seem like common sense, but the truth is that many businesses don’t put enough emphasis on creating a good customer experience. They think it will happen naturally if they just focus on their products or services and price points. But without proper planning and execution, even those things won’t be enough to keep customers coming back for more.