CX and Customer Loyalty Are Critical for Your Business – 7 Reasons Why

MHC Marketing    December 10th, 2020

Customer Loyalty Illustration

As services become increasingly customer-centric, customer experience and customer loyalty have become essential to ensuring that your company continues to thrive.

As more and more people take an active role in their shopping experience, it’s critical to reevaluate your company’s strategies. This is to ensure that all of your customers are left satisfied.

Why exactly are customer experience and brand loyalty so essential to your company? By the time you’ve finished scrolling through this article, you’re going to know everything you need to know.


The first thing you need to know about customer loyalty is that it guarantees your continued business. When someone shops with you and they feel that they can count on you when it comes to delivering products and services, they will refer your company to other people they know.

This works as an ongoing referral program, with your loyal customers continually spreading the word about your company. To stimulate this reaction, ensure that you’ve got a program that rewards customers for being loyal to your brand.

Whether it means that they gain points that can be used towards future purchases or loyalty points that can be used towards various discounts, make sure you provide them with a tangible reward for their loyalty.

Discover 63 Essential Customer Service Statistics in our Infographic


Coming up with ways to set your brand apart from your competition can be challenging for you and your team. It takes countless hours of brainstorming to come up with novel strategies to trigger engagement, which often require significant changes.

But, when you have customers that are loyal to your brand, it becomes easier to stand out from the competition. For example, when you think of Apple, the name alone stands out amongst other tech companies.

One of the main reasons why people remember Apple is that their marketing strategy is focused on establishing strong relationships with their target demographic. And by doing this, they’ve assured themselves customer loyalty for generations to come.


During trying times like these, when tons of businesses are unsure of the future for their companies, customer loyalty makes a difference. Even during hardships, loyal customers will continue to seek out the products and services they were pleased with.

They may not be able to visit as frequently as they used to, but you can compensate by putting a larger focus on online customer communication and sparking engagement without in-person contact. Your loyal customers will support your company through the difficulties caused by the COVID-19 pandemic.


Reviews are essential for building your brand’s reputation. In 2020, reviews can make or break a business. Before someone seeks to use your company’s services or purchase your products, they will first check referrals and client testimonials.

In these reviews, they will find the good, the bad, and the ugly, but how you respond to them can determine whether they affect your business positively or negatively. Your company can leverage customer reviews to empower the brand by responding to both the good and bad ones.

This shows current and future customers that you do pay attention to the opinions of your client base. Replying to bad reviews and addressing those customers’ concerns, you can reverse their effect on potential buyers by asserting your involvement and the transparency of your brand.

Encourage your loyal customers to leave reviews. Since they have come back to make purchases with your company, they are likely to be pleased with the quality of your products and services, so the reviews they leave will be positive. Make sure to respond to their reviews and to thank them for their contribution!

Find out 5 Customer Experience Mistakes to Avoid


Building customer loyalty and cultivating customer relationships is essential to the sales of your products. When people feel connected with a brand, they are more likely to spend more money with them.

Even if they don’t need a particular product, the trust they have for your brand and the sense of familiarity it sparks will make them more open to trying out new things. Making personalized suggestions to your loyal customers based on their past purchases is an excellent strategy, not only because it converts, but because it makes the experience more personal for your customers.

Discover 6 Great Customer Relationship Examples 


While customer loyalty is essential, the customer experience is making strides to become much more critical. Customers care about how they felt when shopping with your company.

Did they have issues navigating your website? Was your website design engaging? Were the questions they had answered promptly and accurately? Did the products they purchased meet their expectations?

All of these things contribute to the overall customer experience and depending on the outcome, they can be the difference between keeping a customer and losing one.

Discover the Differences Between Customer Experience and Customer Engagement


When aiming to build customer loyalty, you need to focus on the customer experience. A good rule of thumb is that the better the experience a customer has, the more likely they are to return to your company. And as your company continues to prove reliable, the relationship between you and your customers will grow stronger.

And, as mentioned above, during uncertain times, you’re going to need to rely on these relationships for your company’s continued success.


Strong CX is essential to keeping customers, and inspiring loyalty to your customers is one of the best ways to market your company to other potential clients.

Understanding why these are beneficial to your company will help you develop a strategy that will work well for your business. If you’re looking for software that will help you achieve these things, request a demo from MHC!

Our team has the knowledge and experience that you need to ensure your company’s continued success.


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