4 Strategic Ways WhatsApp Business Strengthens Brand Loyalty
13 February 2024
Customer loyalty and retention in e-commerce means being one step closer to achieving consistent sales. More often than not, businesses can improve retention by employing a customer loyalty program. After all, selling to existing customers is much easier and more cost-efficient than finding new ones and venturing into uncharted waters to tap into other target audiences.
If the numbers are to be believed, statistics claim that businesses are 60-70% more likely to sell to existing customers and only 5-20% for new customers. This is why fostering brand loyalty is crucial in the e-commerce industry.
The WhatsApp Business Platform helps e-commerce brands realise such a Herculean task with its bevvy of rich features that make deploying loyalty programs and other customer retention strategies much easier and in more effective way. Below, we cover a few tips on leveraging the WhatsApp Business platform to boost your customers’ loyalty.
1. Personalise Broadcasts and Segment Your Customers
Reaching out to your followers with random promotions won’t do much good, and receiving irrelevant recommendations can undoubtedly put them off. This goes to show just how important it is to offer the right promotion to the right customer. The easiest way to do this is to segment your customer base and only send promotions on WhatsApp that are appropriate and highly relevant to their specific tastes and preferences.
You can personalise WhatsApp broadcasts based on customers’ purchase history, browsing behaviour, and interactions. Thanks to the WhatsApp Business Platform’s comprehensive integration with various technology stacks, making use of the customer data you already have to further your loyalty programs becomes seamless and straightforward.
2. Introduce New Customers to your Loyalty Program
Notifying your followers about the existence and details of your loyalty program is the cornerstone towards growing your base of brand-loyal customers. Leverage the WhatsApp Business Platform’s automation features for promotional messaging and reminders to spread the word about your program to those who have purchased from your store multiple times already. And most importantly, make your offer compelling by clearly laying out the benefits and rewards of being part of the program.
3. Follow Up on Your Loyalty Program Messages
It is not enough to alert and get your customers on board with your loyalty program; you should also follow it up with meaningful follow-up messages that drive home the point of what makes it great. While you can reiterate the benefits if necessary, the main objective now is to provide an easy way for your followers to join the program through a link or button that takes them to the sign-up page on your store or website. Going back to the WhatsApp Business Platform’s automation capabilities, you can automatically send this follow-up and other functions you may need to get customers to join with the help of your WhatsApp Business Solution Provider.
4. Provide Social Proof
Showing social proof continues to be an effective means of penetrating different customer segments and driving sales. The power of social proof can also be instrumental in growing the perfect loyalty program, as new members will look for and appreciate seeing proof of the value that awaits their continued business. Using WhatsApp, share reviews and testimonials from customers who have long been members of your loyalty program and have received the benefits promised first-hand to nudge newer customers into signing up.
Conclusion
Promoting brand loyalty requires a consistent and proactive approach to showing customers the merits and value of their continued support for your business. With the help of the WhatsApp Business Platform, working towards building customer retention and brand loyalty is one of the most effective and cost-efficient ways to establish your brand among a solid and dedicated audience.
To get started with using the WhatsApp Business platform to complement and enhance your customer loyalty strategies, partner up with Moobicast today. As Singapore’s leading WhatsApp Business Platform provider, we specialise in WhatsApp Business Solutions that drive high-level customer experience, enhance customer engagement at scale, and take your brand loyalty programs to the next level. For more information about our tried and true products, such as SMS and email marketing tools like SMS service API, don’t hesitate to reach out to us at any time.