Customer Loyalty at Scale: How We Earned Over 360,000 Five-Star Reviews

Customers are the most valuable thing your business can have!! Your products do not matter and your fancy strategy does not matter if you do not have customers who love you!

So if you cannot keep your customers happy, your business will die!

Portland Leather has earned over 360,000 five-star reviews and I am going to share exactly how we did it. These are just a handful of things we do consistently and obsessively. So let’s break it down…

Deliver Value so big it feels unfair

Most brands are not valuable. They are average, overpriced and complicated jerks!

We refuse to be one of those brands.

Portland Leather goods makes highest-quality leather bags at the best prices that big luxury brands can’t even touch… so people feel like they are getting a steal… because they are!!

Our designs are not complicated. They are classic and timeless and they are made by people who care about craftsmanship rather than the last trend that was invented last Tuesday. If you want customer loyalty at scale, you must deliver value so good that customers feel like they won the lottery by choosing you.

That is what gets trust.

Be helpful!!

Most companies say they care about customers. Well ya ain’t actin like it!!

We go above and beyond even when it is annoying, inconvenient, or expensive. If someone does not love their bag they can return it. Swap that sucker! Let’s fix it.

We accept returns on most products within 30 days because we want you to love wha you bought… not tolerate it.

And yes, sometimes that means losing money in the short run.

But in the long run?

- They buy from us again

- They tell their friends and family

- Their friends buy

- Those friends buy

And suddenly one good experience becomes a whole tree of customers.

A mistake isn’t a problem.

Failing to fix it is!! SO get on that.

Make What Your Customers Actually Want

Most brands build what they want and then beg customers to buy it. We do the opposite.

Because we own our manufacturing, we can move faster than anyone else. We take a look at what customers are buying, loving, reviewing, requesting.. And then we make more of that in different colors or sizes.

Customers will show you the path. Just follow it!

When you give people more of what they already love, they reward you with reviews, loyalty, and word-of-mouth you couldn’t buy with all the ads in the world.

Be patient!!

Your business can only grow as fast as you can grow. We have been operating for over 7 years. That means 7 years of:

- Delivering great products

- Fixing mistakes

- Talking to customers

- Improving our product line

- And building trust… one order at a time

You cannot build great customer loyalty in a week.

Those 360,000 reviews didn’t come from a single tactic.

They came from doing the same right things every day for years.

Go build now!

Curtis Matsko - CEO & Founder of Portland Leather Goods