ClientLoyalty
Building Brand Relationships That Last
BY
NAREN
ARULRAJAH
“Your website isn’t the
center of your universe.
Your Facebook page isn’t
the center of your universe.
Your mobile app isn’t the
center of your universe.
The customer is the center
of your universe.”
— BRUCE ERNST, LEADiD SVP OF PRODUCTS
CLIENT LOYALTY IS A BIG CHALLENGE for many spa owners and marketers today.
Technology advancements place the power of easy access to extensive information and
choices in the hands of consumers who are less inclined to stick to just one brand.
Consumers tend to be finicky because they now have more choices and fewer reasons
to remain loyal to a brand. They come with heightened expectations of brand experiences
and will not hesitate to voice their disappointment or distrust of a brand over multiple
digital channels.
A brand without loyal customers, however, cannot stay competitive and profitable in the
long run. So the need for building strong brand loyalty and following is crucial for spa