How can Brands Delight Customers?

A look at strategies to bring customers back and turn them into potential brand advocates

- Phygital Bureau

Delighting customers at various points in their journey with a brand plays a pivotal role in turning them into brand advocates and loyalists.

How a brand treats its customers before, during and after the transaction is what helps brands earn trust, acquire more customers and retain them, representatives of different brands said.

Even if a company has a healthy return on investment (ROI) or a good return on ad spending (ROAS), the real success of a business depends on customers coming back.

Chances are that loyal customers often turn into brand advocates, who then through word-of-mouth, help spread goodwill for the brand.

"Brand advocacy is irrespective of category. Once the customer finds out that the product is better, their word of mouth becomes the true help," said Harshit Vij, Founder, Freecultr. Therefore, companies across the globe implement different strategies and techniques through loyalty programs, offers and other marketing techniques.

Personalisation

"Personalisation is key, and it can only happen once you understand the customer well. I prefer doing, and this is our journey," said Arunima Chaudhary, founder, of Super Urban.