April Is Customer Loyalty Month

While Apptentive and our customers celebrate customer loyalty twelve months out of the year, we wanted to take some time to recognize April and its status as the “International Customer Loyalty Month” with a series of posts on what customer loyalty means in the mobile era.

Over the remainder of the month, we’ll provide tips on how to leverage the mobile channel to boost customer loyalty and a number of examples of great companies that are leading the way in customer loyalty.

But first, it’s important to understand what customer loyalty is – and what it is not.

Customer loyalty is not about customers being loyal to your brand. It’s not the expectation that customers should return to your store, website, or app. And it’s not the expectation that customers should “be true” to your brand over a competitor’s.

Customer loyalty is about being loyal to your customers. It’s about mapping out the customer journey and creating a customer experience that leave customers wanting to come back. It’s about knowing who your customers are and prioritizing them above all else.

Customer loyalty is about seeing your customers as people, not users.

And it starts with empathy.