5 Ways to Show Customer Loyalty
For kiwi businesses, customer loyalty isn’t just a nice-to-have—it’s essential for long-term success. In the land of two degrees of separation, loyal customers aren't just return customers, they're your biggest champions, referring your business to other and boosting your reputation through word of mouth.
Not to mention studies show acquiring a new customer can cost up to 5 x more than retaining an existing one. So, while bringing in new business is important, nurturing the customers you already have is one of the smartest investments you can make.
One that many kiwi businesses are already looking into, with 41% of kiwi businesses are looking to manage existing customers according to Yellow's Small Business Nation Report. So what are some practical, effective ways to build loyalty and keep customers engaged? Read on 👇
1. Create Personalised Customer Experiences
Loyalty starts with making customers feel valued, and no, we don't just mean using their first name in an email. Your customers want to feel that you understand their needs, preferences and buying habits.
Using a Customer Relationship Management (CRM) system (like Thryv) can help you track of information, information you can use to personalise your customers experiences.
For example, a beauty salon could send clients reminder for their next appointment, along with a discount for their favourite treatment. While a trade business could keep a record of past jobs, so they know when a customer might need a follow-up service.
The result? A customer who feels special, seen and valued, increasing the chance of them returning.
2. Deliver Consistent Quality and Service
No matter how many loyalty programs or personalised messages you send, true customer loyalty is earned by delivering consistently great service. After all, people return to businesses they know and trust to do the job.
If a customer books a service with you and has a great experience, they expect the same next time. If they receive inconsistent service, they may start looking elsewhere.
Ways to ensure consistency include:
Adopt an always listening approach.
Investing in staff training to deliver top-notch service.
Using technology (like a CRM) to keep your customer information in one place for smooth processes.
3. Loyalty Rewards Program
Everyone loves rewards, including your customers! With stats showing 84% of consumers say they're more likely to stick with a brand that offers a loyalty program.
But, your customers don't want to jump through hoops to get to them. Which is why we recommend not overcomplicating things and keeping it simple. Some easy wins are:
Punch cards: Every X visits, the customer gets a freebie.
Tiered discounts: The more you spend the higher the discount, offer better discounts or perk to long-term customers or big spenders.
Exclusive access: Give loyal customers early access to new products or services.
Complimentary Services/Products: A CRM can help track customer purchases and reward milestones automatically—saving you one less thing to manage.
4. Say Thank You
A simple "thank you" can go a long way. When people feel appreciated they're more likely to return, but there's a trick - it needs to be authentic and meaningful, not just a generic "Thanks!"
Some ways to show gratitude include:
Sending an automated personalised thank-you message after a purchase or booking.
Offer a surprise discount to returning customers.
Recognising customer anniversaries or milestones—such as one year of doing business together.
A CRM can help automate these small gestures while keeping them personal. For example, you could set up an automatic birthday email with a special discount or a thank-you message after a big purchase.
Remember, customers notice when a business appreciates them—and they’re more likely to stick around because of it.
5. Communicate
Communication is the key to every great relationship - including the ones with your customers. But, in the same breath, you don't want to bombard your customers - ever been on the receiving end of a barrage of texts or emails?
It's not fun.
Instead keep your comms relevant and valuable, you want your customers to open your emails, not ignore them. With this in mind every message should serve a purpose - and remember communication is a two way street, so make it easy for your customers to reach you.
Need some help with this?
If staying on top of all this sounds like a lot of work, you’re not alone. Finding the time to nurture customer relationships and manage day-to-day operations is something many kiwi businesses struggle with.
That's where business software like Thryv can help. Designed with small businesses in mind, Thryv's award winning software can save you up to 20+ hours a week - giving you more hours in the day. Get in touch to learn more about how Thryv can help your business.