Customer trust is an indispensable asset for startup brands. When customers FAITH a company, they are more likely to make repeat purchases and become long-term customers. 77% of consumers say they have stayed loyal to at least one brand for a decade or longer.

This loyalty is not just about repeat business; it also fosters a strong defense against tough market competition. Here are five ways to drive loyalty in your business.

1. Prioritize reliability

If success and longevity are your goals, there is no excuse for poor products. You should do thorough tests for the intended purpose of the product and get unbiased feedback from focus groups in each of your target markets to learn how and why consumers use your product.

Before adapting a product to a new market or launching its promotion in a new country, my company, Flowwow, makes sure to go “reconnaissance” and monitor competitor actions to gauge prospects.

In 2022, we decided to enter the United Arab Emirates market. The company focused on providing secure, reliable transactions and elegant digitization, matching the latest trends among Emirati and MENA citizens. A direct result of this approach was a 200% increase in Valentine's Day gift orders and a 1000% increase in overall sales worldwide.

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2. Drive honest feedback

More than 79% of buyers rely on comments as much as they do according to personal recommendations. That's why working with reviews is essential to creating a positive experience that people can trust. But let's be honest: if giving feedback is a hassle, most people will just skip it. So it is essential that the process is quick and easy.

Use platforms like your website to share what existing customers are saying about your products, good and bad. Then, use positive feedback to keep doing what works best, and constructively use negative feedback to improve product features and services.

3. Connect culturally

Connecting with consumers on a cultural level is paramount in today's global marketplace. Providing a website in a native language is just the first step and it is essential that your website content is translated by a native speaker. To forge one real connection, your brand must resonate with your customers' values, interests and nostalgia. This is where the power of cultural collaborations shines.

Software translations and localizations are done repeatedly has proven insufficient to penetrate local markets, as they often leave a brand message feeling sterile and impersonal. Customers want to feel seen, heard and valued. Flowwow maintains a list of local holidays and events and prioritizes reading local media, building relationships with residents, and spending time immersing yourself in the culture of each market.

A prime example of a brand that excels at cultural collaborations is Adidas. Their recent partnership with the Goodbye Old Jumeirah community in the United Arab Emirates exemplifies this strategy. This collaboration resulted in a limited edition sneaker collection dedicated to Dubai. But the beauty lies not only in the unique product, but also in the social message it conveys – preserving the cultural heritage of the Emirates, through very special local partners that complement the brand's values. This aligns perfectly with Adidas' wider brand strategy, which prioritizes originality and sensitivity.

Be a brand that people can relate to and feel a part of. Sustained cultural awareness and a willingness to learn are essential for any brand aiming to connect with customers on a deeper level. This approach fosters authentic relationships and, ultimately, creates loyal brand advocates.

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4. Build ambassador relationships with influencers

Partnering with well-known influencers gives you a “trust-building” advantage. FINDING effectors that already resonates with your audience means you can showcase your brand in a deep and meaningful way.

Airbnb, the hospitality giant, understands the power of fostering long-term relationships with key influencers. In a fast-paced industry like short-term rentals, staying informed about trends and best practices is essential. Airbnb doesn't just rely on its own searches—it uses expertise of established influencers with their loyal following, consistently providing valuable content on platforms like TikTok and YouTube.

This strategy benefits Airbnb in two main ways. First, by consistently appearing in trusted influencers' content, Airbnb earns a “trust boost.” Potential hosts are more likely to consider Airbnb if they see positive recommendations from established figures they already follow. Second, long-term partnerships help Airbnb circumvent the ever-changing algorithms of social media platforms. By consistently appearing in the influencer's content over a long period of time, their endorsement feels more genuine and trust is more easily built.

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5. Provide compassionate customer service

Exceptional customer service exemplifies compassion, a commitment to customer needs, and deep empathy accountability. It is a reflection of your company's genuine care, manifested through a patient and reliable approach to solving any challenge users encounter with your product or service.

Netflix's success depends not only on its incredible library of content, but also on it commitment to customer satisfaction. Their approach to customer service goes beyond simple issue resolution; it focuses on creating moments of “joy” for subscribers, ensuring positive interactions. An example of this philosophy is Netflix's proactive response to service outages. If a user encounters a technical problem, Netflix can send them a notification by offering a credit on their bill, even if the user hasn't contacted them. This proactive approach shows empathy and a desire to maintain positive customer relationships, prioritizing customer happiness.

We put a lot of emphasis on how we talk to our customers. Our support team consistently delivers response times under 30 minutes, ensuring quick resolution to customer inquiries. Additionally, we empower our staff to provide thoughtful solutions, including discounts, when errors occur on the platform.

Real human interaction is paramount, prioritizing agents over chatbots to provide empathetic understanding and personalized assistance to every user they contact. Because of our holistic approach to customer service, we have an excellent track record of 97% customer satisfaction.