Earning Customer Loyalty Starts With Personalised Marketing

With customers having an abundance of choices at their fingertips, earning their loyalty is essential for any business aiming to thrive. Securing a loyal customer base not only fuels business growth but also serves as a powerful competitive advantage.

Don’t you want customers who not only choose your brand but stay loyal to it, returning again and again? They become your cheerleaders, your ride-or-die fans. Sounds like a dream, doesn’t it? Well, turning that dream into a reality starts with personalised marketing.

By putting the customer at the centre of their marketing efforts, brands can forge deep and lasting connections that go beyond transactional interactions and cultivate loyalty amidst the noise and constant distractions.

In this post, we’ll explore the transformative power of personal marketing and how it acts as a catalyst for improving customer loyalty. Get ready to discover how a personalised approach can not only delight your customers but also drive your business to new heights.

Personalised Marketing Explained

At its core, personalised marketing is all about creating tailored experiences and content that resonate with individual customers, making each of them feel acknowledged, understood and valued. When customers feel seen on a personal level, they are more likely to develop a strong bond with your brand and become loyal advocates.

One of the key elements of personal marketing is personalised content. This means going beyond generic mass messages and producing content that’s tailored to each individual customer, whether that’s through email, in-app, your website and so on. In doing so, you make them feel special and give them a sense of ownership over their experience with your brand.

For instance, imagine your friend is feeling under the weather, and you want to brighten their day. That’s the idea behind Heinz’s “Get Well Soup” campaign. Customers were invited to customise a can of Heinz soup with a heartfelt message. The can was then delivered to their sick friend’s door for less than the price of the average get-well-soon card.

This campaign is a prime example of the power of personalised marketing. By empowering customers to add their personal touch to the packaging, Heinz created a bond that went beyond the product itself. It showed that Heinz cared about their customers individually.

Sally Meekins, the Heinz marketing executive at the time, summed it up perfectly when she said, “It wasn’t just the offer that people were engaging with, it was the idea and what it says about the brand by bringing people closer.”

That’s the beauty of personalised marketing. It lets you establish a meaningful bond between your customers and your brand. By valuing your customers and catering to their unique needs, you create an emotional connection that goes beyond transactional interactions. You become a breath of fresh air amid the smog of generic advertising.

Better Business: Tangible Gains From Personal Marketing

Now that we’ve covered what personalised marketing is, let’s dive into some of the measurable benefits that it can provide for your brand.

Improved Customer Retention Rates

Loyal customers stay with you through it all and personal marketing is like the glue that keeps customers coming back for more. When you make customers feel understood and valued, they’re more likely to stick around.


This is how the biggest gaming brands boost loyalty

More importantly, retaining customers directly impacts your bottom line, with studies finding that increasing customer retention rates by just 5% could increase profits by anywhere from 25% to 95%.

By delivering personalised experiences, recommendations and offers, you create a strong bond with your customers. After all, who would want to leave a brand that understands their needs and consistently delivers value?

Increased Customer Lifetime Value

More than half of customers are willing to spend more on a brand they’re loyal to even if cheaper options exist.

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When customers are loyal, they become more than just a one-time purchase. They become long-term supporters of your brand, bringing more business and revenue with them.

Personal marketing plays a significant role in nurturing customer loyalty, which, in turn, increases their lifetime value. In fact, one survey reported that a majority of customers (56%) were willing to spend more on a brand they were loyal to even if cheaper options existed.

By building strong relationships, you create opportunities for repeat purchases, upselling and cross-selling. It’s a win-win situation: They get the personalised experience they crave, and you get loyal customers who are willing to spend with your brand over and over.

Positive Word-of-Mouth and Brand Advocacy

When you create personalised experiences that truly wow your customers, they can’t help but spread the word. They can’t help but share their positive experiences with others, whether it’s through glowing reviews, social media shoutouts or simply recommending you to their circle of friends and family.

Personalised marketing generates that buzz and enthusiasm, turning your customers into brand advocates who sing your praises and bring in new customers. They become brand advocates, sharing their positive experiences with others. And the best part? Positive word-of-mouth is priceless, bringing in new customers without you lifting a finger.

Improved ROI

Altogether, a personalised approach to marketing significantly boosts your ROI,, helping you secure loyal customers that spend more and amplifies your efforts by organically spreading the word about your brand. It’s a return on your investment because it makes your marketing spend go further and reach more people.

Inspiring Loyalty: 3 Ways To Connect on a Personal Level

Keeping customers loyal goes beyond just providing a great product or service — it’s about building a genuine connection that adds value to their lives.

Here are 3 powerful ideas to connect with your customers on a deeper level, plus real-world examples that showcase these strategies in action.

1. Celebrate Their Big Moments

Everyone loves to be recognised and celebrated for their achievements, and your customers are no exception. Celebrating your customers’ wins and milestones can go a long way in building loyalty. By showing interest in their accomplishments, you build a connection that goes beyond the transactional.

Think of creative ways to mark these special occasions, like sending a special offer on their anniversary as a customer or unlocking exclusive content when they reach a significant milestone.

To extend your reach even further, make these campaigns shareable, allowing your customers to spread the joy with those around them.

A great example of this is when Call of Duty immortalised their players’ game legacy. By creating Personalised Videos that showcased in-game achievements and memories, the brand wowed their fans and made a piece of content that went viral as everyone shared their personalised recap online.

Players loved seeing their memorable gameplay moments highlighted in the high-energy video. This personalised approach not only deepened the connection between Call of Duty and their players but also encouraged them to share their Personalised Videos with friends, boosting brand awareness and loyalty.

2. Ensure a Seamless Experience

Nothing builds loyalty like an experience that is effortless and enjoyable at every touchpoint. Certainly, the cost of not taking customer service seriously is a steep one. Over 60% of customers would leave for a competitor after just one bad experience. Make it 2 negative incidents and the number jumps up to 76%.

Show your customers that you’re committed to making their journey with you as smooth as possible. By going above and beyond to make their experience hassle-free, you create an environment where customers won’t even consider turning elsewhere.

Consider ways to make their lives easier, such as providing personalised recommendations or simplifying processes. Be proactive and provide 1:1 attention, delivering relevant information and support to guide them through their journey. From tailored recommendations to timely notifications, there are countless ways to make your CX customer-centric.

A great example of this approach comes from Select Health. As customers approached Medicare eligibility, the company proactively sent personalised messages that included specific details relevant to each viewer, ensuring they had all the information they needed to select the plan that was right for them.

By taking the time to address individual needs and concerns, Select Health solidified its reputation as a brand that truly cares, instilling a sense of trust and loyalty.

3. Communicate Your Unique Value

To establish a bond with your customers, it’s essential to remind them of the specific value that you bring to their lives. Go beyond generic messages and tap into their emotions by highlighting the good times and unique benefits they enjoy as your customers.

Get personal and mention particular moments or experiences that are meaningful to each person. Compile a summary of the money they saved, the memories they made, the protection they enjoyed, etc. as a loyal customer of your business. This personalised touch shows that you remember and appreciate their individual journey.

Pro tip: Renewals can be a great opportunity to remind customers why they chose you (and should stay with you). Zurich does this well. Check out the case study below to learn more.


How Zurich reminds customers of its value at a key moment

For one great example, read how Southampton Football Club shared personalised recaps of their members’ season highlights, creating a one-of-a-kind viewing experience for each individual.

By reminding fans of the valuable moments they experienced together, the club tapped into the positive emotions associated with those memories, encouraging viewers to renew their membership for the upcoming season.

The campaign led to an astounding 16x uplift in engagement, and more than 20% of fans watched their video more than once. Give it a watch and see what you think.

Remember, building loyalty requires more than generic marketing tactics. It demands genuine care, personalised experiences and a commitment to connecting with your customers on an individual level. So get creative, show your customers that you genuinely value them and watch their loyalty grow.

Time To Get Personal

In a world overflowing with marketing messages, standing out and earning customer loyalty is no easy feat. Luckily, personalisation has emerged as an effective strategy for turning casual buyers into loyal customers.

As we look to the future, the potential of personal marketing is limitless. It will continue to evolve, driven by advancements in technology and shifting consumer expectations. Embracing this evolution is crucial for brands that want to stay ahead of the competition. By leveraging data-driven insights and the latest tools, brands can take their efforts to new heights.

Ready to unlock the full potential of personal marketing? Reach out to Idomoo today and discover how our Next Generation Video Platform can help you forge lasting connections with your customers.

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