5 important metrics for you to retain customers and be remembered

The days of economic instability are not easy for any company in any segment. What remains for us to seek the tools and means to survive and thrive. In this context, one of the best solutions is to invest in loyalty strategies.

But what does that mean? It is to make your customers loyal and to make you remember your brand and to buy from you again and again.

With this in mind, follow five important branding metrics to retain customers and escape the crisis if you have business in Brazil.

Customer retention

Do your customers buy from your company and then disappear? Or buy again? Is it with the same experience? These are key questions you should always ask yourself in determining customer retention rates or repurchase rates.

Satisfied consumers usually go back to buying, especially if there is added value.

Clients satisfaction

Customer satisfaction is evident in the day-to-day process of buying, selling, after-sales, and especially in the relationship. What does the consumer think of your product or service? And when compared to what the competitor offers? Is the service provided satisfactory? It is worth remembering that the sale itself does not end the moment the customer pays and takes the product but continues in a post-sale process.

Familiarity and respect

Although they are different terms, they are subjective aspects and associated to the general perception that the public has of its brand and its products.

Having heard of the mark (good or bad) and knowing it, denotes familiarity. Being remembered as an authority in a certain segment and having the consumer’s preference when compared to the competitor is a sign of respect. Both are indices that should be considered when thinking about loyalty strategies.

Value

The perception of value comes when the customer sees their needs all contemplated by the product that his brand offers, having fulfilled all the brand promises. Brand value is associated with the world of perceptions. “Your company can become synonymous with innovation and creativity for some people, for example.” If they value these concepts in their own lives, they will certainly be faithful to their business.

NPS – Net Promoter Score

It is a methodology widely used, which focuses on determining the level of satisfaction and loyalty of the public by a particular brand, and can be applied even to specific products and services.

Created by Fred Reicheld, the NPS is based on a simple question: “How much would you indicate our company to a friend by looking at a scale from 0 to 10?” The scores from 0 to 6 are from detractors, 7 and 8 are neutral (or passive) customers, and 9 and 10 are promoters. To calculate NPS, it is enough to subtract the percentage of detractors from that of promoters. From this you will have an important indicator to retain customers.

Customer loyalty is a challenge, but the invested efforts lead to a level of brand awareness and increased sales is highly rewarding. It is therefore recommended that you have a follow up from an expert in the subject.

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