How to Increase Customer Loyalty: 10+ Tips That Work in 2026

Let’s face it, basics like quality service, fair pricing, and a responsive customer support team cover only a small part of customer expectations in today’s competitive market.

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Research shows 65% of customers now expect companies to adapt to their changing needs and preferences. Which, for modern businesses, means that a single sale doesn’t equate to a won-over customer.  And even though this does require them to put in more effort, such a strategy pays off. After all, let’s not forget that acquiring a new customer costs five times more than retaining an existing one (that's right, five times!).

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So, it's no surprise that a loyal customer base is the secret sauce to a thriving business. They not only provide consistent revenue but are also less price-sensitive, more helpful in spreading the word about your brand, and greatly reduce marketing costs by shortening the customer acquisition process. As such, knowing how to build customer loyalty program and strategy can be your lifeline, even in uncertain economic times.

Psychology Behind Customer Loyalty

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Before we get into specific tactics, it helps to take a step back and think about why customers stay loyal in the first place. When you understand what’s going on in their minds and what really motivates them to keep coming back, you’re in a much stronger position to build a strategy that actually works.

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Remember Maslow's hierarchy of needs? This iconic framework offers straightforward parallels to customer behavior.
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Example: Imagine your brand sells wool sweaters. At a basic level, buying one fulfills a physiological need – staying warm on cold days. While this essential need is met, it doesn’t automatically turn the customer into a loyal fan. 

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Following that example and Maslow’s concept, we can say that brand loyalty begins to form only when the brand delivers something more than warmth, for example, comfort, reliability, emotional connection, or a sense of identity.

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Your ultimate goal, thus, is to move beyond satisfying basic functional cravings and consistently fulfill higher-level psychological and emotional needs. For that, you shouldn’t just sell a product – you should become meaningful in the customer’s life. In practical terms, a highly loyal customer doesn’t just buy from you because they need to. They buy because:

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• They trust you,
• They feel understood,
• Your brand reflects their identity or values,
• And switching away would feel like losing something personal.
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What is the Most Direct Cause of Customer Loyalty?

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Ask ten experts what drives customer loyalty, and you'll get ten different answers, with each probably backed by compelling data. The truth is, they'll all be partially right, because loyalty isn't built on a single pillar.

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• Trust.

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Data collected from customer feedback systems proves that trust forms the foundation. When brands consistently deliver on promises, safeguard data, and maintain transparent policies, customers return. And recent studies show that 26% of consumers intentionally stay loyal to favorite brands (even during economic uncertainty) because they value consistency and trust. General business experience shows this translates directly into higher retention rates and increased order values. But trust alone isn’t enough for customers to become advocates who enthusiastically recommend your brand.

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• Emotional connection.

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That's where emotional connection enters the equation. Nowadays, it’s hard to deny that personalized communication and empathetic support create emotional bonds that transform satisfied customers into loyal ones. Price and well-designed features might bring customers through the door, but emotional resonance keeps them there.

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• Tangible brand value.

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Meanwhile, tangible value delivery across every touchpoint remains a major driver, too. Frictionless experiences, relevant offers, and consistent rewards through digital platforms make customers stay longer. The importance of the overall customer experience is supported by the fact that businesses investing in CX achieve 16+ points higher revenue growth and 13+ points higher EBITDA margin than peers.

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Basically, this means a customer retention strategy can only be effective when it account do all of these elements. Trust without emotional connection feels transactional. Emotional bonds without reliable value delivery won't survive. Smart companies recognize that loyalty emerges from the intersection of consistent quality, genuine empathy, and seamless experiences – not from choosing one over the others.

How to Build Customer Loyalty in 2026?

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By connecting with your customers on a deeper level and helping them become the best versions of themselves, you're well on your way to building a loyal following that's both fun and rewarding. So, now let's dive into the major ways to increase customer loyalty in 2026.

1. More Individualized Personalization

In today's market, personalization has become the new black. And it goes far beyond crafting personalized emails or ad targeting. In 2026, more companies are expected to scale their efforts using AI and machine learning for personalization, and the global revenue of customer experience personalization is forecasted to reach around 11.6 billion U.S. dollars this year. This growth reflects organizations investing in more innovative, AI‑enabled ways to give customers greater control over their online engagement.

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Additionally, to meet individual customer needs and preferences, more companies started to adopt a "one-to-one" approach, which involves deeper data collection and analysis to provide clients with more customized product features, personalized customer service and product recommendations, and even personal voice assistants and chatbots.

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A prime example of advanced personalization is Amazon, which extensively employs personalization through product recommendations, tailored emails, customized search results, and reward and loyalty programs. This strategy has helped Amazon build a loyal customer base, making it one of the most successful e-commerce companies globally.

2. Exceptional Omnichannel Experience

Today’s consumers don’t stick to just one platform, and brands can’t afford to either. Relying solely on a website or mobile app is no longer enough. Customers move fluidly between devices and channels (often using several at once) to research, ask questions, and make purchases. In fact, people commonly switch between multiple devices and interact with brands through a wide range of touchpoints, such as on-site chat, email, and even social media. Following this, communicating only through one channel has already become a clear sign of poor customer service.

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By implementing omnichannel customer support and unifying the customer journey, businesses can create a smooth, consistent experience wherever individuals choose to engage. Whether someone starts a conversation on social media and finishes it via email, or moves from mobile to desktop, the process should feel effortless. When brands make interactions easy, responsive, and connected, customers stay for the convenience, which plays a key role in building long-term loyalty.

3. Rewards and Loyalty Programs

According to Okendo’s 2024 Loyalty Consumer Research Report, 77% of consumers are more likely to remain loyal long term if a brand offers a compelling loyalty program, and 72% say they purchase more often from brands whose program they belong to. And that checks out because, really, who doesn’t like a freebie?

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These types of programs work because incentive systems that recognize and reward loyal customers appeal to customers' psychological needs. They emphasize gratitude, recognition, and love that a brand has for its clients. And if you don’t have an idea what type of program to implement, here are a few that were proven to work for other businesses:

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• Celebrating your customers' birthdays
• Loyalty card schemes
• Unexpected gifts and discounts without any occasion
• Generous rewards for referrals
• Gamified rewards program
• Tier-based loyalty systems
• Rewards for likes, shares, and comments
  

4. Superior Customer Service and User Experience

Delivering excellent customer service, quick, caring, and reliable, is the most important way for any business to build trust and keep customers coming back.

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But today, it’s much better if you level it up a bit:

• Focus on enhancing every experience during inflation, as consumer spending may decline this upcoming year.
• Consolidate data into a single customer view and ensure every agent, bot, or channel sees the same history, preventing “start over” moments that destroy satisfaction.
• Implement AI responsibly with keeping human agents in the loop for its governance and high‑stakes interactions.
• Provide customers with actually helpful and intuitive self-service options, like AI‑powered FAQs, knowledge bases, and in‑app guidance
• Ensure proactive customer service through alerts about issues, personalized tips, and preemptive fixes based on predictive analytics.‍
  

5. Building a Strong Brand Identity

With all these trends, it’s evident that this will be a year of substantial brand-building. Studies show that customers exposed to a brand repeatedly develop positive attitudes and behaviors toward it. Thus, establishing a consistent and original brand identity that resonates with clients is a must.

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A strong brand identity creates positive first impressions, fosters trust and loyalty, encourages repeat purchases, and inspires customers to recommend the brand to others. If your goal is to reach that point, you need to cover the following 3 components: 

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• Unique Selling Proposition (USP) and Values Reflection
  To build a strong brand identity, it needs to reflect clear core business values and a unique selling proposition. The question to answer here: Why should a customer choose this over anything else?
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• Consistency everywhere
  A brand is more than just its logo or colors. It lives in your messaging, tone of voice, customer interactions, and overall reputation. Maintaining consistency across all touchpoints and customer support channels is essential for building trust and recognition.
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• Dynamic strategy
  Regularly reviewing your target audience, competitors, visual assets, and brand voice helps ensure that every interaction reflects your brand accurately and cohesively. So utilize customer service data analytics to calibrate your brand-building efforts.
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6. Focusing on Creative Content  

"Don’t create content that tries to sell. Create content that people want to consume."
– Michael Brenner, CMO Influencer

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By providing creative and valuable content, companies can establish themselves as reliable sources of information, ultimately increasing customer retention and loyalty.

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According to Adobe, two-thirds of people would rather read something well designed than something plain when given 15 minutes to consume content. Thus, incorporating creative elements into your UX, as well as self-service materials, is a reliable way to increase engagement and make people want to stay with our business. 

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Here are a few things you might want to consider:

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• Interactive content
  Develop quizzes, polls, and surveys to communicate with customers and offer valuable insights for informed decision-making.
  
  
• Gamification
  Create challenges and interactive activities that incentivize customers to engage with content and earn rewards.
  
  
• Microlearning
  Break down the material into easily digestible, bite-sized pieces for improved understanding and retention.
  
  
• Augmented Reality (AR)
  Use AR to create immersive experiences that engage customers in new and memorable ways. A good example here is Amazon’s virtual shoe try-on feature, which they introduced to let shoppers see how shoes look on their feet before buying, making the experience interactive, fun, and more confident.

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How Can You Build a Loyalty-First Strategy?

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Loyal customers don’t become such by chance. It takes accurately curated customer loyalty program strategies that connect deeply with their needs and values to keep them interested and locked in. Below you will find what can help you build a loyalty-first approach that turns buyers into long-term advocates.

Embrace the Power of Word-of-Mouth

Given that a staggering 88% of consumers place greater trust in recommendations from friends and family than in any other advertising method, it's clear that word-of-mouth marketing is an efficient way to build long-term customers.

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Here are just a couple of practical strategies that can help encourage it and turn happy customers into genuine brand advocates:

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• Share real customer stories through case studies, videos, reviews, and social media comments. Authentic experiences resonate far more than polished marketing claims.
  
  
• Launch a referral program that rewards customers for spreading the word—whether through discounts, free products, or early access to special offers.
  
  
• Create “wow” moments (e.g., through fast problem resolution, unexpected upgrades, small gifts, access to a human expert, or exceptional customer service standards) that feel remarkable enough to share in conversation or social posts.
  
  
• Run lightweight UGC campaigns (branded hashtags, contests, “share your setup” posts) and feature the best content on your site and social channels to reinforce the sharing loop.
  
  
• Identify promoters (e.g., by NPS, usage, or renewal behavior) and invite them into a small advocacy program with perks like beta access, co‑marketing, speaking slots, or community recognition.

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When done right, word-of-mouth marketing helps you grow organically by attracting new clients who already trust the recommendation and rewarding customer loyalty.

Appeal to Universal Values

Another powerful way to turn customers into true brand ambassadors is by standing for values that genuinely matter to them. When people see their own beliefs reflected in a brand, they want to stick with it. 

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Here are four essential values your brand can embrace:

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• Authenticity
  Be real and unapologetically yourself. Brands that stay true to who they are earn trust and respect. In a world obsessed with trends, being a classic still stands out.
  
  
• Empathy
  Show that you truly care. Listen, understand, and support your customers with genuine empathy statements so they feel seen and valued. Because meaningful connections start with compassion.
  
  
• Innovation
  Keep evolving. Fresh ideas and creative solutions keep customers engaged and excited, especially when a brand isn’t afraid to embrace change.
  
  
• Sustainability
  Think beyond short-term gains. By caring for people and the planet, your brand shows responsibility and purpose, building goodwill that lasts.

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When these values are clearly defined and consistently expressed, your brand turns from just being another business into something people believe in, trust, and proudly support.

Go Beyond Your Brand Promises

Your “brand promise” is a customer-centric statement that highlights how you help your customers overcome specific challenges and deliver a meaningful impact. It should reflect the unique obstacles your customers face and showcase how your brand is committed to helping them triumph over these difficulties.

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Question: What is "the big promise" that you're making to your customer?

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To identify your brand's "big promise:" 

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• Consider the core benefits your products or services provide and the transformative impact they have on your customers' lives. 
• Think about the emotions and experiences your customers seek when choosing your brand and how you can consistently exceed their expectations.

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Example: If you're a fitness brand, your "big promise" could be empowering individuals to achieve their health goals and live their most vibrant, energetic lives. This promise goes beyond just offering workout programs or nutrition plans and instead taps into the clients’ desires to make a lasting, positive change in their lives.

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By figuring out and consistently delivering on your "big promise," your brand can cultivate trust, loyalty, and a strong emotional connection with your customers.

Always Track Important KPIs

One of the most popular customer service tips for ensuring the effectiveness of your customer loyalty strategies is to track key performance indicators (KPIs) that measure your efforts' success. Tracking these KPIs will help you identify areas for improvement and fine-tuning and adjust your strategies to maximize customer loyalty.

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Some essential KPIs to track include:

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• Customer Retention Rate → measures the percentage of customers who continue doing business with you over a specific period. A higher retention rate indicates a more loyal customer base.
  
  
• Repeat Purchase Rate → the proportion of customers engaging in multiple transactions. A higher repeat purchase rate suggests that your customers are satisfied with your products or services and will likely remain loyal.
  
  
• Net Promoter Score (NPS) → measures the likelihood of customers recommending your brand to others, giving you insight into overall customer satisfaction and their advocacy.
  
  
• Customer Lifetime Value (CLV) → estimates the total revenue a customer will generate for your business over their entire lifetime. A higher CLV indicates that your customers are more dedicated and valuable to your company.
  
  
• Churn Rate → measures the percentage of customers who stop doing business with your brand during a specific time frame. A lower churn rate suggests that your customer loyalty efforts are successful.

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By regularly tracking these customer satisfaction metrics, you can gain valuable insights into the success of your loyalty initiatives and make data-driven decisions to enhance customer retention, loyalty, and lifetime value.

Technology That Helps: Customer Loyalty Program Software Recommendations 

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We live in the technological age, so it would be quite impractical to refuse to use the advancements it offers. And believe it or not, there are specific software solutions that might help you upgrade your loyalty program game once and for all. 

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Of course, the right loyalty platform isn’t the one that just tracks points. So, here are five solutions that stand out in 2026, with each having the potential to become a true powerhouse for your customer success.

1. Yotpo

Overview: Yotpo is a comprehensive customer retention platform designed to help brands build loyalty through reviews, SMS marketing, user-generated content, and rewards, all from a single dashboard.

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Pros:

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• All-in-one platform
• Combines branding, SMS, reviews, UGC, and loyalty programs.
• Unifies data across touchpoints, allowing rewards to be triggered based on customer reviews or social shares.

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Cons:

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• Can be overwhelming for smaller businesses.
• Pricier compared to standard tools

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Best for: Mid-size to large businesses looking for a comprehensive, integrated retention solution.

2. LoyaltyLion

Overview: LoyaltyLion is built specifically for brands that want full control over how their loyalty programs work, from points and tiers to referrals and rewards.

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Pros:

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• Highly customizable loyalty mechanics with detailed analytics.
• Best-in-class integrations with Shopify and Magento.

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Cons:

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• Limited support for brick-and-mortar stores without additional POS integrations.

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Best For: eCommerce brands focused on online growth and detailed customer insights.

3. Smile.io

Overview: Smile.io offers an accessible way for businesses to launch and manage loyalty programs without technical complexity.

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Pros:

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• Easy setup and intuitive interface.
• Includes real-time dashboards and a free tier for growing brands.

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Cons:

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• Lacks advanced segmentation
• No AI-driven personalization available for enterprise platforms.

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Best For: Small to medium-sized businesses looking for a simple, affordable loyalty solution.

4. Salesforce Loyalty Management

Overview: Salesforce Loyalty Management is an enterprise-grade solution designed for organizations already operating within the Salesforce ecosystem.

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Pros:

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• Powerful automation and rule-based workflows.
• Deep CRM integration and strong customer service capabilities.

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Cons:

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• Complex setup requiring technical expertise.
• High implementation costs.

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Best For: Large enterprises already using Salesforce that need advanced loyalty management.

5. Open Loyalty

Overview: Open Loyalty is a headless, API-first platform that gives brands full flexibility to build custom loyalty programs across any channel or technology stack.

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Pros:

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• Fully customizable loyalty programs.
• Supports multiple channels
• Offers multilingual support capabilities for global operations.

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Cons:

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• Requires in-house development teams.
• Not suitable for companies seeking out-of-the-box solutions.

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Best For: Businesses with technical resources that want fully tailored loyalty programs across multiple channels.

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You might like: Zendesk’s Service Culture: The Customer Service Books Behind Success

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Bottom Line: Structure Your Business Around Genuine Connection and Trust

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While it's clear that the strategies we've discussed for improving brand loyalty and customer retention are essential, one of the ways to increase customer loyalty and the success of your CX efforts is by embracing vulnerability and authenticity.

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In today's world, customers crave genuine connections and transparent relationships with the brands they choose to support. You can forge stronger emotional connections with your customers by fostering openness, honesty, and vulnerability as your brand and customer service qualities.

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This may involve sharing your brand's journey, including your struggles and challenges, or openly discussing your company's values and purpose. Taking this unexpected approach to customer loyalty can create a sense of shared experience and mutual trust between your brand and its customers.

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And, if you need some extra help in fostering customer loyalty, EverHelp’s support experts are ready to help. Book a meeting today, and we will discuss ho to optimize your support processes to make sure your customers stick with you.