From satisfied customer to loyal customer

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Getting a customer to be satisfied shouldn't be a one-off.

We are simply keeping our promise.

We did what we had to do and that's it.

We gave you one or more reasons to buy from us and you received what you expected.

However, we must move forward again.

It doesn't matter why you bought from us, what really matters is that you are giving us a chance, a chance to get to know you, to win you over.

Are we going to waste it?

A satisfied customer is a mandatory condition, but a loyal customer to our brand is a desirable condition, but not easily achievable.

Everyone knows that customer loyalty offers multiple benefits .

Brilliant!

How do we do it?

Providing added value, exceeding expectations, with excellent service, with loyalty strategies and programs, but be careful! without abusing the latter.

A loyalty strategy based solely on rewards can become a relationship based on interest, not connection or bond.

Redundancy aside, we are not interested in relationships based on self-interest.

We want to build loyalty: build a relationship of commitment and trust with our clients.

Upgrade marketing as a loyalty and compensation strategy
Whether it is loyalty or compensation, upgrading marketing consists of going up a level with our clients so that they know that we really care about them.

At this point, we will focus on the two main approaches to this interesting strategy.

1.- Upgrade marketing as a compensation strategy
Upgrade marketing compensation
A compensation upgrade consists of offering a superior product, service or version that compensates for the inconvenience or incident caused to a customer.

It may be their first time flying with you, they may be a repeat customer.

It doesn't matter.

In any case, overbooking is a disruption.

How can we fix this and at the same time make sure the customer doesn't hold the mistake against us, and is even satisfied?

Compensation upgrading is coming into play.

You have overbooking in Tourist class but seats available in Tourist-Premium.

Solution?

You offer your customer the Premium seat, a higher version of the service they purchased.

We are talking about a higher category, so you are not only solving the issue, but you are also i dutch email list providers mproving their experience.

You may be wondering: i si ni tinis plicis libris?

If you do not have free places, other forms of compensation can be used.

The important thing is that the client feels listened to and perceives interest, willingness and empathy on our part.

You can compensate him, for example, with discounts on his next purchase, coupons and even cashback, but these strategies are no longer an upgrade.

With the upgrade we take advantage of higher value resources that we have available to compensate and improve our client's experience.