Module 5: Building customer loyalty
Action steps to build loyalty
Step 1: Identify your best customers. Use your data to find the customers that drive 80% of your revenue (if you’re unsure how to do this, stay tuned for module 9, where we go into more detail on how to do this with the help of AI).
Step 2: Map their journey. What does their experience look like from first purchase to repeat purchase?
Step 3: Add value. What can you do to surprise and delight them? (think handwritten notes, exclusive discounts, or early access to new products).
Step 4: Measure loyalty. Track metrics like repeat purchase rate, customer lifetime value, and referral rate.
Step 5: Look for trends in the data among your top customers. Use these insights to attract similar customers.