“What’s one unique way you’ve built customer loyalty in your small business? How has this strategy impacted your business and what suggestion would you make to others trying to foster customer relationships?”
Here is what 37 thought leaders had to say.
Quote 1 – Nicole Robins
A personalized program of exclusive perks is one of the customer loyalty features that we have developed. Once a client has purchased or availed of their service, we then offer them to participate in a VIP program where they can get early release of new items, exclusive discounts or even be present in exclusive activities. It is not a program of rewards but a program that makes the clients feel that they belong to something special and that they are valued.
This has induced a high level of community feel and this has been one of the main contributors to repeat business. Customers who believe that they belong to an exclusive community have higher chances of remaining loyal, recommending their friends and coming back in case they require additional services or products.
The businesses interested in creating loyalty should establish a program when the clients feel like an insider. It may just be as simple as giving them a sneak preview of promotions or getting them to comment on new products. Feeling engaged by the clients makes them bond more to your brand.
Nicole Robins, Wedding Planner, Ever After Weddings
Quote 2 – Audrey Schoen
I built loyalty by designing my therapy practice around my clients’ real lives instead of forcing them into rigid schedules. After having twins, I realized other busy parents and entrepreneurs needed the same flexibility I craved. So I created intensive therapy options and adapted my schedule to match client availability – evening sessions, weekend intensives, whatever worked for their actual lives.
The impact was immediate – my client retention jumped significantly because people could actually maintain consistent therapy without sacrificing their businesses or family time. One entrepreneur client told me our flexible intensive sessions helped him address anxiety issues in weeks instead of months, allowing him to show up better for both his startup and his family.
My suggestion is simple: stop making customers adapt to your business model and start adapting your model to their real constraints. I learned this lesson when traditional therapy hours didn’t work for law enforcement spouses dealing with shift schedules. The moment I started asking “when do you actually have time?” instead of offering standard appointment slots, everything changed.
Most service businesses optimize for their own convenience. Instead, optimize for removing every possible barrier that prevents your ideal customer from getting the help they actually need.
Audrey Schoen, Licensed Marriage and Family Therapist, Audrey Schoen, LMFT
Quote 3 – Lori Appleman
After 25 years in ecommerce, I found that combining loyalty and referral programs into one system created an unexpected multiplier effect. Instead of running separate programs, we helped clients merge them so customers earned rewards faster while naturally becoming advocates.
The breakthrough came when one of our retail clients saw their repeat purchase rate jump 35% within six months. Customers weren’t just buying again – they were actively recruiting friends because they earned points for both actions. The beauty was in the simplicity: one dashboard, one points system, double the engagement.
What surprised me most was how this approach solved the expensive advertising trap. Stores that relied heavily on paid ads suddenly had organic growth engines. One client reduced their Facebook ad spend by 60% while maintaining the same revenue because referrals were driving quality traffic.
My advice: stop treating loyalty and referrals as separate initiatives. Create one unified system where existing customers can earn rewards for both repeat purchases and bringing friends. The compound effect is powerful – loyal customers become your best marketers, and referred customers convert at higher rates because they come with built-in trust.
Lori Appleman, Co-Founder, Redline Minds
Quote 4 – Tony Ragan
One thing we’ve done that surprised even me was keeping a “pest report log” for repeat customers. For long-term clients, we track what we’ve treated, when, and what we noticed around their property. Then, before our next visit, we review that history and show up ready with updates and proactive steps. It’s not flashy, but customers value that we remember the details. One client even said, “Y’all know my house better than I do.”
It’s helped us stand out because it shows we’re not just doing a job—we’re invested. It turns routine service into something more thoughtful. If you’re looking to build customer loyalty, find a way to show folks you’re paying attention. When they feel seen and understood, they trust you—and trust keeps the door open for years.
Tony Ragan, President, Absolute Pest Management
Quote 5 – Mark Hirsch
My name is Mark Hirsch, co-founder and personal injury attorney at Templer & Hirsch. One unique way I’ve kept customers coming back is by communicating with them in a clear and personal way. Because our clients are going through hard times, we make it a priority to keep them updated at all times during their case. We ensure they understand and feel heard by providing guidance and support throughout the process.
This approach has had a significant impact on our business. It helps people trust us, which often leads to referrals and returning clients who like the care we give. When our clients know they can trust us, they tend to stick with us for both present cases and future ones.
To build strong relationships with your customers, pay attention to more than just the transaction. You need to show your clients that you respect them and earn their trust. Customers will stay loyal if they feel valued and cared for.
Mark Hirsch, Co-founder and Personal Injury Attorney, Templer & Hirsch
Quote 6 – Patrick Dinehart
We built loyalty by turning our warehouse visits into real buying experiences. Customers walk into our East Tennessee locations and see the exact floors they can buy online. No substitutions, no guesswork. We keep the pricing the same in-store and online. That transparency builds trust, especially with value-focused shoppers who want to inspect the product themselves.
We doubled down on that trust by publishing hundreds of raw, unfiltered video reviews. Real customers, real installations, real results. No scripts. It makes the decision easier for new buyers and gives existing customers a reason to share their experiences. That user content helps lower our customer acquisition cost and increases repeat orders.
If you’re running a small business, remove uncertainty. Show the product in use. Make pricing consistent. Let your customers speak for you. The loyalty doesn’t come from points or perks, it comes from confidence in what they’re getting.
Patrick Dinehart, CMO, ReallyCheapFloors.com
Quote 7 – Cyrus Partow
At ShipTheDeal, we implemented a unique ‘Deal Detective’ program where customers earn points for reporting better prices they find elsewhere, making them active participants in improving our service while saving money. This approach not only increased our user engagement by 60% but also made our customers feel valued as contributors – I’d suggest finding ways to make your customers feel like genuine partners in your business’s growth journey.
Cyrus Partow, CEO, ShipTheDeal
Quote 8 – Kevin Heimlich
Perhaps the best, and I would say, the only method we have successfully used to develop customer loyalty at The Ad Firm is to educate and empower our customers continually. We have never positioned ourselves as a mere service provider, but as a resource that can make them succeed. This implies that we are always giving away good stuff, such as webinars on the new trends in digital marketing, detailed tutorials on analytics tools, or even short, intimate seminars on issues such as conversion rate optimization.
This business approach has been so significant to our business. It has changed our customer relationships to a high level of partnership. Our clients do not only perceive us as those who place their advertisement, but as advisors that they can rely on and who have a sincere interest in their long-term development as well as in imparting knowledge to them. This increases their dependence on our brand, makes them stickier clients, and it literally creates more qualified referrals due to the fact that they are basically saying to others, “These guys not only do the work, but they explain it to you so that to can comprehend it.” It establishes the relationship based on mutual understanding and mutual development that is much stronger than any discount program.
The best advice I could give is to attempt to build a better relationship with customers would be to become an irreplaceable source of information and real support towards the success of your customers. Do not sell them your service or product and fade away. Rather, anticipate their current needs, queries, and difficulties. Then, you can produce and distribute valuable information or personal recommendations that will help them to resolve those issues or reach their objectives.
Consider providing them with free materials, conducting Q&A sessions, or even sending them personalized emails with suggestions concerning their unique path. This ongoing act of value, even during non-service provision, creates a deep level of trust and makes them more dependent on your brand. It is only when customers become smarter and more competent due to the interaction with you that they will be really loyal, and will not feel shy to promote your business. It is about enabling them to be victorious, and your business will win as well.
Kevin Heimlich, Digital Marketing Consultant & Chief Executive Officer, The Ad Firm
Quote 9 – Ramzy Humsi
Another distinctive customer loyalty strategy that we use at Vortex Ranker is that each client is provided with personal local markets breakdown during registration before the customer is officially signed up. We present to them the ranking of their competitors, showcase unseen gap, and tell them what really counts in Google map rankings. Their presence on the Web is something the majority of the business owners have never been presented in such a straight manner.
The impact? Clients become emotionally engaged even before they purchase, and clients who pay will hang around longer since they view us as part of their game plan rather than a service provider. What I would have told you to do: deliver value that is hyper-specific to their context, and not general. It develops credibility more quickly than a pitch.
Ramzy Humsi, Founder & CEO, Vortex Ranker
Quote 10 – Andres Bernot
One of the ways I have developed customer loyalty for our company is by inviting customers to co-create with us. Early on, I noticed that some of our most fervent buyers had strong opinions about designs, so I initiated a program where they could send in their own T-shirt ideas. Each quarter we will choose a fan made design to print, and the designer will get 5 percent of the sales and $500 in cash. This turns customers into active contributors of our creative process instead of being passive buyers. Last year alone we have had more than 300 submissions and the designs chosen have all out-sold our own in-house designs by 20 to 30 percent.
This strategy has transformed the customer experience with our brand radically. Program participants shop with us three times as often as the average customer and usually bring new customers with them. There was one fan-designed shirt that sold over 1,000 and the creator became a vocal advocate for our brand across her social networks.
For companies seeking to deepen their customer relationship, I would suggest that they identify methods of making customers feel like they are an important part of the company as opposed to mere consumers. Here, you do not require a sophisticated system to start. Even simple actions such as allowing customers to vote on new products or leave comments about prototypes can generate meaningful engagement. Once customers feel that they have a vested interest in where your brand is headed, their loyalty will be much more enduring than what can be bought with discounts or points programs.
Andres Bernot, Chief Executive Officer & Founder, Wow! Shirts
Quote 11 – Allan Murphy Bruun
There is a lot of regulation on the life sciences sector and companies usually want to have long term relationships with their service providers. In order to create a loyal customer base in a small business, we have concentrated on delivering a personalized service and also proactive in solving the new requirements of our clients.
Among the strategies which have contributed greatly to our business is the creation of a customer success program which is more than a mere provision of technical support. Our clients are also assured that they know how to make full use of our software and we are constantly training and assisting them in a way that suits their needs. In our case, we frequently have routine meetings to discuss the system usage, obtain feedback and provide the suggestions on how to improve their operations. The customized treatment will enable us to build more meaningful relationships with our clients, proving that we are not only interested in them as a vendor, but also as an ally in need.
Allan Murphy Bruun, Co-founder and Director of Business Development, SimplerQMS
Quote 12 – Dr. Rosanna Gilderthorp
My business grew significantly when I started sharing my personal struggle with severe pregnancy sickness (HG) while working as an NHS Clinical Psychologist. Instead of hiding this vulnerability, I made it central to how I connect with HR professionals and their teams.
This authentic approach has created incredibly strong relationships because clients see me as someone who truly understands the challenges working parents face. When I tell the story of trying to maintain my professional identity while battling HG, it resonates deeply with both HR teams and the employees they’re trying to support.
The impact has been substantial – companies like Bloomsbury PLC have invested in our training programs specifically because they trust our lived experience combined with clinical expertise. Our client retention is exceptionally high because we’re not just another consulting firm; we’re partners who genuinely understand the intersection of parenthood and career challenges.
My advice: identify the personal struggle that led you to start your business and make it part of your brand story. When you’re authentic about your own challenges, clients don’t just buy your services – they buy into your mission and become advocates for your work.
Dr. Rosanna Gilderthorp, Clinical Psychologist & Director, Know Your Mind Consulting
Quote 13 – Joel Miller
I send thank-you notes after the first service. It sounds simple, but it stands out in a world full of automated emails. I started doing it a few years ago when we serviced a family in West Omaha who had just moved in. They mentioned how overwhelmed they were with to-dos, so I sent a quick note thanking them for trusting us and included a magnet with our contact info. A week later, they referred us to their neighbor. That small gesture turned into a handful of long-term clients.
If you’re looking to build real relationships with customers, take the time to add a personal touch, especially after that first interaction. It shows you’re paying attention and that you actually value their business. You don’t need to overthink it; sincerity goes a long way. In a business like pest control, where trust matters, a little gratitude can turn a one-time job into repeat service and referrals for years to come.
Joel Miller, President, Miller Pest & Termite
Quote 14 – Or Moshe
At Tevello, I started sending personalized video messages to thank merchants who’ve been with us for over 6 months, sharing specific ways their store has grown using our platform. This simple gesture has led to a 40% increase in referrals and countless heartfelt responses, showing me that taking time to recognize individual journeys really strengthens relationships.
Or Moshe, Founder and Developer, Tevello
Quote 15 – Allen Kou
At our restaurants, we started keeping notes about our regular customers’ favorite dishes and special occasions in our POS system, which lets us surprise them with personalized touches like their preferred wine already waiting at their table. Last month, we remembered a couple’s anniversary before they did, and their reaction to finding their favorite dessert with a celebration candle brought tears to my eyes. I’d recommend really listening to your customers’ stories and preferences – it’s not about fancy loyalty programs, but about making people feel truly seen and valued.
Allen Kou, Owner and Operator, Zinfandel Grille
Quote 16 – Christy Robinson
With 17+ years managing multi-million-dollar projects, I’ve learned that the most effective loyalty strategy isn’t what you’d expect—it’s proactive education during service calls.
At Comfort Temp, we transformed routine furnace repairs into knowledge-sharing opportunities by training our technicians to ask homeowners five specific questions: What’s the source of your problem? What’s your cost estimate breakdown? How often should you schedule maintenance? How can you improve energy efficiency? What does your system’s lifetime look like? This approach turned one-time service calls into ongoing relationships where customers felt empowered rather than dependent.
The results were immediate and measurable. Our customer retention jumped significantly because homeowners started calling us first when issues arose, trusting our transparency over competitors who kept them in the dark. More importantly, these educated customers became our best advocates—they’d recommend us to neighbors not just for fixing problems, but for actually teaching them how their systems work.
My advice: train your team to share knowledge generously during every customer interaction. When people understand what you’re doing and why, they stop seeing you as just another vendor and start viewing you as their trusted advisor. That shift in perception is worth more than any discount or promotion.
Christy Robinson, Director of Marketing, Comfort Temp
Quote 17 – Ben Davis
We built customer loyalty by shifting away from the transactional model of haircutting and toward a membership-based model rooted in relationship and consistency. Instead of coming in once and disappearing for months, our members commit to a regular grooming schedule. That commitment builds habits, trust, and familiarity. Our team doesn’t just know a client’s preferred haircut – they know his schedule, profession, and preferences. This turns a grooming visit into a ritual, not an errand.
We designed the clubs to reflect that same level of care. The environment is clean, masculine, and intentional. Our staff is trained to deliver not just grooming services but also an experience that aligns with how modern gentlemen want to be treated. When yo combine that environment with membership accountability and skilled staff who listen and follow through, you get repeat business and long-term loyalty. My advice: invest in structure that rewards consistency. Create habits, not transactions.
Ben Davis, CEO, The Gents Place
Quote 18 – Ben Richardson
A distinct way I have built customer loyalty for my business is what I call “continuous learning partnerships.” Once a client has taken his or her first training course, I proactively propose an additional or complementary training courses based on their needs that are evolving. However, what makes this different is that I do not just provide courses. I work with the client in developing a customized learning plan. This is an ongoing process whereby as their business expands, their skills & team abilities expand as well.
As an example, once a company has gone through an introductory course in Power BI, I will book a free follow-up call with them in six months time to make sure they are implementing the tool. During this session, we evaluate their progress, point out any improvements that should be made and give them bonus tips or materials. Such a method has the advantage of making our relationship stronger as well as building trust. Clients are confident that we care about their success which has resulted in consistent renewals & recommendations. It is a long term relationship building strategy that is more than just selling more courses.
Ben Richardson, CEO & Owner, Acuity Training
Quote 19 – Matt Woodley
One of the players in success is customer satisfaction and retention. The owner had such a vision of creating the company and as the company we aimed at achieving customer loyalty by creating transparency and trust. In my own case, I did not want the clients who we were getting to think that it was a mere exchange thing; they had to feel other thing that they were guided throughout their transfer. To accomplish that, I gave them individualized updates of their businesses, wrote comprehensive blogs about international remittance, and ensured that our dialogue needed to be clear and consistent. This takes away the mystery in this practice and helped to eliminate misunderstanding that revolved around charging extra or hidden charges. It also created a perceived sense of trustworthiness. Because of it, we experienced 30 percent more returning customers in the initial 1 year and sequential growth in referrals.
In my opinion, I can just advise anyone who wishes to create a great customer loyalty that they should pursue education and encourage open communication. It is not just about a service being offered. Make the efforts to educate your customers and give them a sincere helping hand. This fosters a sense of trust, and it also transforms clients into evangelists that lead to the organic growth of your brand.
Matt Woodley, Founder & Editor-in-Chief, InternationalMoneyTransfer.com
Quote 20 – Gunnar Blakeway-Walen
As Marketing Manager at FLATS®, I learned customer loyalty comes from solving problems before customers even know they exist. We analyzed resident feedback through Livly and finded a pattern – new residents kept complaining about not knowing how to start their ovens after move-in.
Instead of just responding to complaints, we created maintenance FAQ videos for our onsite staff to proactively share with every new resident during their first week. This reduced move-in dissatisfaction by 30% and increased positive reviews across our entire portfolio of 3,500+ units.
The real magic happened when residents started telling friends “they actually help you figure things out before you get frustrated.” Our occupancy rates improved because people weren’t just staying longer – they were actively recommending us to others.
My advice: dig into your customer feedback data to find recurring friction points that happen at predictable times in your customer journey. Then build systems that address those pain points before customers experience them. It’s way cheaper than damage control and creates genuine appreciation instead of just relief.
Gunnar Blakeway-Walen, Marketing Manager, The Miller Apartments By Flats
Quote 21 – Chase McKee WF
At Rocket Alumni Solutions, I finded that making donors feel like co-creators rather than just contributors was the game-changer for loyalty. Instead of traditional thank-you notes, we started featuring donor testimonials and real-time impact stories on our interactive displays throughout the year.
This personalized recognition approach increased our repeat donations by 25% and boosted donor retention dramatically. We saw roughly 40% of new donors at partner schools first hear about programs through existing supporters who became vocal ambassadors.
The key was shifting from asking for money to showcasing their ongoing impact. When donors saw their stories displayed alongside student achievements on our touchscreen walls, they felt genuine ownership in the outcomes.
My suggestion: turn your customers into the heroes of your story, not just supporters of it. Show their impact publicly and consistently—people will pay more to be part of something they helped create than something they just funded.
Chase McKee WF, Founder & CEO, Rocket Alumni Solutions – Wall of Fame
Quote 22 – Meera Watts
I have already established customer loyalty in one unique manner at Siddhi Yoga by providing one-on-one support to the customers during online courses. We are not merely giving pre-recorded materials, but we make sure that the students have access to instructors in case they need to ask a question or have some concerns. This one-on-one experience makes it more personal, and students feel that they are not left alone on the way. There is a support system that our instructors are very concerned to make calls and check on how a student is doing, they give specific instructions to the students and even suggest specific practices to follow according to the individual needs.
Such a solution has led to increased participation and retention. Students are more attached to the community and they like to have the feeling of belongingness. My tip to other people is to ensure that you make your customers feel appreciated and that they are an individual and not a party that is involved in a transaction. The genuine relationship is strong when it comes to establishing enduring loyalty.
Meera Watts, CEO and Founder | Entrepreneur, Siddhi Yoga
Quote 23 – Hone John Tito
Customer loyalty at our company is not only about having a good service, it is also about having a relationship that makes the costumer feel part of what we are doing. A community-building strategy is one example of unique strategies we have implemented to create customer loyalty, namely, hosting live, interactive events where our users get a direct chance to interact with the people behind the product.
We have monthly Ask Me Anything (AMA) where our customers can get a behind the scenes look at what is going on in our world and connect with the developers. These events make our customers feel inclusive, because they can present ideas, make inquiries and provide feedbacks about existing features. Supporting customers is not only about resolving technical problems, but the opportunity to really get in touch with the users, to listen to their needs, and to engage them in the process of creating the product.
Hone John Tito, Co-Founder, Game Host Bros
Quote 24 – Jason Rowe
We achieve this when we do with our exclusive Proactive Electrical Health Check: around eleven months after any significant installation over 2,500 dollars we will visit the premises and inspect our work and the main electrical system of the client free of charge in a thirty minute on site visit. This visit, which is going to cost us approximately 50 dollars, is not a form of up-selling but rather a peace of mind visit. The effect has been significant; it translates into a repeat business rate that increases by 40 percent and referral business through word of mouth business increases by 50 percent generating an extra 150,000 dollars of revenue every year. In the case of other businesses, I would recommend having a special touchpoint of proactive care that can offer actual value beyond your core service, show long-term commitment and establish an emotional bond that would lead to brand enthusiasts.
Jason Rowe, Director & Founder, Hello Electrical
Quote 25 – Stephen Gold
I built customer loyalty through what I call “surprise validation” – randomly filming genuine customer testimonials during routine dispensary visits and turning them into personalized thank-you videos. When customers shared their experience on camera, we’d edit it into a short clip and send it back to them within 24 hours saying “thanks for being awesome.”
The magic happened when customers started sharing these videos on their personal social accounts without us asking. One client saw their customer retention jump 30% and word-of-mouth referrals doubled because people felt genuinely celebrated, not just marketed to.
What made this different from typical testimonial collection was the element of surprise and personal delivery. Instead of asking customers to create content for us, we created content for them that happened to showcase our client’s brand naturally.
My advice: find ways to make your customers the hero of their own story, then give them something they actually want to share. The loyalty comes from feeling valued as a person, not just as a transaction.
Stephen Gold, Business Owner, The Gold Standard
Quote 26 – Adam Bushell
Our one-of-a-kind strategy of loyalty focuses on the proactive education, turning clients into knowledgeable owners of the system. Once an intelligent lighting system or solar panels are installed, we offer a ninety-minute practical training workshop and specific digital materials. We produce short and personalized video tutorials which are usually less than three minutes and cover the expected questions. As an example, solar inverter readings may be described in a video. This makes our clients stronger and they are not so dependent on us when they want to answer a minor question and they have trust on our long term intentions.
This approach has greatly benefited our business, where there are increasing customer retention, referrals and brand community. The rate of our repeat customers in terms of additional services grew by fifteen percent last year. Direct customer referrals increased by twenty percent with many options including our full discussions.
In the case of other small businesses, I would recommend you to be a source of knowledge and empowerment to your clients such that they cannot do without you. Find out pain points after customer using your offering. Next, teach them in advance by scalable solutions such as brief videos or individual guides. Invest in their understanding, and you make them ready to win, creating a powerful loyalty that is not based on price but makes them become your advocates.
Adam Bushell, Director/Electrician, AB Electrical & Communications
Quote 27 – Daniel Vasilevski
By providing personal, proactive communication at Pro Electrical we have achieved customer loyalty. We contact clients after and prior to every service so that they know we are concerned about them and their issues, no matter how minor. This is not only offering a service, but it is also establishing the relationship. Once we are done with a job, we make a short call or a message to inquire whether everything is working as expected. It is a small thing, but it makes clients understand that we are concerned with their experience even after the job is over.
This practice has resulted in repeat customers and by referral. This gives the clients the extra attention and helps them feel valued, and this is the building block of loyalty. The piece of advice that I would recommend to other people in service industries is to be concerned with continuous communication. Something as minor as a check-in after the service will make a one-time customer a long-lasting client.
Daniel Vasilevski, Director/Owner, Pro Electrical
Quote 28 – Caspar Matthews
A very unique way I have developed customer loyalty is by providing a free yearly electrical safety check to all the clients who have at least used our services more than once. Most companies provide discounts or loyalty cards, but I wanted something that would really be of value and at the same time build trust. A lot of homeowners and businesses do not pay attention to electrical safety that much, so this check gives them peace of mind while keeping us top of mind.
The impact of this has been quite huge. About 40 percent of clients taking advantage of the free check book avail themselves of the extra services, including upgrading of old wiring or the provision of energy-efficient lighting. More importantly, they also refer their friends because they like the proactive care. A client who has a possible fire hazard was identified by us in their annual check and the client now recommends us to three new customers.
For others who would want to improve their customer relationships, I would recommend that they find a service that fits their specialty but solves a need that is not being paid attention to. This should not sound like a marketing strategy but as a logical continuation of your pledge to their welfare. Safety was the ideal solution in my scenario since it would bring trust and show our commitment to their property in the long haul.
Caspar Matthews, Director, Electcomm Group Electrical & Data
Quote 29 – Rami Sneineh
A distinct method that I have incorporated in making customers loyal in the insurance business is regular and personal contact. I do not merely give policy information or updates, I take the opportunity to know who the client is and his or her unique needs, lifestyle, or operation of the business. Such as, in a case whereby the client has a change of life like starting a business, acquiring a home, or inviting a child, I contact them with specific recommendations and solutions to ascertain the appropriate coverage. This initiative demonstrates to the clients that I am interested in more than selling insurance. It establishes confidence and they are glad that I am really interested in their future safety.
This has been a very influential strategy as pertaining to client retention. When individuals become personally attached to their insurance company and know that their individual needs are being addressed, they would remain loyal and, in fact, they would recommend the company to a friend or family. My experience has shown that over the years, these relationships tend to become more than a transactional relationship but a partnership. To other businesses, I would tell them to concentrate on custom customer service. Constant follow-ups, one-on-one suggestions, and being at the right place at the right time count. It is not just the policy that will retain the customers in the competitive market, but rather the one on one feeling that you create that will give rise to any loyalty.
Rami Sneineh, Vice President / Licensed Insurance Producer, Insurance Navy
Quote 30 – Barry L Smith
At Homesmith, we’ve built loyalty by following up with past clients every quarter and helping them track their home’s value, even years after the sale. For example, when the market shifted last year, we proactively reached out to previous clients with personalized market analysis reports, which led to several referrals from grateful homeowners. My suggestion for others would be to focus on providing ongoing value beyond the transaction – maybe it’s market insights, maintenance tips, or just checking in to see how they’re doing.
Barry L Smith, Founder and CEO, Homesmith
Quote 31 – Faizan Khan
The unique way I created customer loyalty in small businesses is writing personalized Thanksgiving notes on each order, and it’s not automated. It may seem simple, but it’s time to recognize each client by name and mention the specifics they’re buying, which has created a real connection. Over time, people began sharing these notes about social networks, putting up their businesses and rewriting them. Such emotional interactions cannot be purchased – it is built. This strategy has led to repeated customers, a summary of the mouth in the mouth, and a true meaning of the community around the brand. My suggestion to others: Don’t underestimate the power of integrity. In a world filled with automation and noise, being a person stands out. Find a small but important way to show that customers count – as people, not as buyers – and it comes back to you in a way that goes beyond sales.
Faizan Khan, Public Relations and Content Marketing Specialist, Ubuy Indonesia
Quote 32 – Clyde Christian Anderson
I built loyalty by becoming the “real estate wingman” my customers never knew they needed. When Party City went bankrupt, I didn’t just evaluate sites for Cavender’s – I flew down and sat in their auction room for 12 hours, running live “what-if” scenarios on every bid.
Most software companies send invoices and maybe a quarterly check-in call. I show up physically when my customers are making million-dollar decisions. During that auction, we helped Cavender’s acquire 15 locations (17% expansion) because I was literally sitting next to Mike Cavender calculating maximum bid amounts in real-time.
The impact has been massive – we’ve open up $6.5M in revenue for customers since January, but more importantly, customers like TNT Fireworks and Books-A-Million use our platform daily. One customer told us “I turn it on when I start my computer and leave it open all day.”
My advice: find the moments when your customers are most stressed about big decisions, then physically show up. Not with a sales pitch, but as their advocate with sleeves rolled up. Most businesses optimize for efficiency – optimize for being unforgettable instead.
Clyde Christian Anderson, CEO & Founder, GrowthFactor
Quote 33 – Hasan Hanif
A distinct way I have managed to develop customer loyalty in my business is by creating personalized customer success sessions after every purchase. When a client purchases an item such as a heat press machine, I will then set up a virtual one on one session to guide them through the installation, troubleshooting and how to maximize the performance of the machine. This customized follow-up gives the customers a helping hand and makes sure that the customers benefit the most out of the purchase.
Because of this, we have experienced a high repeat purchase rate. Customers who first purchased a heat press machine returned to us to purchase other accessories, inks, and papers because they know that they could count on the support we provide. This personal follow up has resulted in more referrals as well with our satisfied customers referring us to others within the sublimation printing community. It has developed a devoted clientele base that does not only appreciate the products but also the continued support.
To all who are interested in developing a good relationship with their customers, I would suggest that you should give personalized follow-ups that really contribute to the success of your customers. Not only deliver a product but also assist them to accomplish their objectives by using your product. This will lead to long term relationship and loyalty that goes far beyond the first sale.
Hasan Hanif, CEO & Founder / Accountant, Colour Vistas
Quote 34 – Ron Harper
Client loyalty is established through proper expectations right at the beginning. When it comes to a service-oriented business, the clients are usually clueless on what the next step should be. By explaining every stage in the procedure, one will make clients feel informed and engaged in the procedure. This openness creates trust which is essential in long term relationships.
This method has created a huge difference. The clients also like to know what they are getting and more likely to come back and get more services. They are also more confident to refer other people because they are sure that they will have an easy and transparent experience. I would recommend any person who is eager to create client loyalty to be transparent. Being up front on what the clients should expect will give a form of trust to the clients and they will go out there and refer your services to the other people.
Ron Harper, Licensed Paralegal/Owner, OTD Ticket Defenders Legal Services
Quote 35 – Mike Kruse
Expertise is not the only key to customer loyalty in a service-based business as there is a need to establish a real relationship with a client. I have learned that an open, two-way conversation, particularly through complicated or stressful cases, actually builds relationships. This could be in the form of a short check up or an update on progress and being proactive in communication will make the clients feel important and in control. This personal contact creates trust and confidence, then one-time customers become regular customers and refers them to others.
The effect of this strategy has been evident. As long as we continue to demonstrate to the clients that we are listening to them and that we have their best interest at heart, they are bound to come back when fresh needs emerge. It also causes the continuous stream of referrals, as happy clients spread positive experience. To all those businesses that seek to establish the long-term customer relationship, I would suggest that they concentrate on the small things, such as being responsive, communicating frequently and making the client feel that he or she is not just a transaction.
Mike Kruse, Criminal and DUI Lawyer, Kruse Law
Quote 36 – Brad Jackson
When I started my brand of cigars, After Action Cigars, I had to possess something that will make people keep coming back. It was not the sale of cigars only but it is the matter of making the customers feel that they belong to something real. This is the reason as to why we would allow them to blend their own blends. It also gives them a sense that they have it and this is what makes them stick to it. These people are not purchasing a product, they are investing experience.
The aftermath has been massive. Its customer retention has gone up by 30 percent. The actual payoff is that our customers will come back since they will have connected with us and not because we have offered them something of some kind. It is not discounts. It is just about relations. During the process, make sure you make them loyal by involving them in the process. Human beings will never choose convenience over connection. That is what pushes them away.
Brad Jackson, Director of Operations | eCommerce Founder, After Action Cigars
Quote 37 – Mircea Dima
At WalletFinder.ai we have actively chosen to be present during the down times of the market. Many startups fade when the numbers drop, but we had to keep people informed of what was happening, be it product enhancements, security enhancements or tutorials. This has also enabled us to keep engagement levels high in cases where other people faced churn.
I have observed the importance that customers attach to consistency. You do not have to promise too much and exaggerate all the updates. All you need to do is demonstrate consistent improvement and you develop a silent trust in your users.
When you are developing a product that will last long, you need to be there when things are silent. That is where loyalty is gained, not on the high points.
Mircea Dima, CTO / Software Engineer, AlgoCademy
