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Building Customer Loyalty: The Most Important Thing for Your Business - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

Building Customer Loyalty: The Most Important Thing for Your Business

You have already built a brand or established a service. You have managed to create your client portfolio and you have even managed to generate a great interest in social networks. But in a landscape full of new companies of all tendencies and where competition is fierce, it is necessary to maintain a constant connection with your customers to differentiate yourself from the crowd.

This article will introduce the fundamentals of customer loyalty and give you 7 tips for building a loyal customer base for your business…

Let’s talk about customer loyalty…

The lifetime value of a customer is one of the most important factors in maintaining the long-term growth of your business. The ideal is to create an army of loyal customers who keep coming back so that you cannot only establish a solid customer base but also cultivate word of mouth marketing.

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Smart businesses know that keeping existing customers is much cheaper and easier than finding new ones. But not all companies are smart enough to develop the kind of customer loyalty that allows them to outperform the competition and thrive in a competitive market.

Customer loyalty should never be underestimated. No matter how impeccable your product or service, your value will be completely lost without a continuous and effective commitment to the customer. Companies must work constantly to not lose the trust of their clients at the moment that matters most, the present.

Fortunately, developing customer loyalty is a skill that can be learned. In fact, there are a lot of simple and effective strategies that can be integrated into your business to streamline communications, make customers always feel heard and address problems.

How brand loyalty happens…

There is no magical formula for making this happen. Building loyalty simply involves a lot of hard work, but the payoff is well worth it. There are several effective ways to ensure your business is always in the customer’s mind:

 

  1. Establish ways to effectively communicate with your customers

Frequent communication with your clients keeps you fresh in their minds and allows you to convey important information.

Take the time to set up a database with contact information, such as mail addresses, email addresses, name, and phone numbers. Then you can send friendly reminders, birthday greetings or a monthly newsletter.

Social networks are another excellent way to communicate with your customers daily. Keep in mind that this works better if you limit the number of communications that are advertisements.

Do not forget to include messages that are fun reminders or useful information.

 

  1. Provide great customer service

Great customer service means making an extra effort to meet customer needs. Clients remember being treated well, and the positive experiences of clients result in more businesses. Pay attention to customer’s concerns and complaints. By informing you when they are dissatisfied, your clients give you the opportunity to solve their problems and improve your service.

Make sure your company is accessible enough for customers to communicate with you, whether in person, by phone, social media or by email, and that a person assigned to customer service is on a continuous basis. If it’s 24/7, the better. Remember to maintain a positive and optimistic attitude towards your customers. You should never risk your business reputation.

 

  1. Build credibility

There are two easy ways to build credibility. First, do what you say you are going to do. If you leave a message to call back or make a commitment for follow-up, then call when you said you would call. Even if you do not have all the answers, call when you commit to calling back.

The second way to build credibility is to take time to get the best answer. Sometimes you may not know the best response to a situation or request. Ask for time to research and come back with the most accurate answer or information that you can obtain. Taking time for accuracy can be far more beneficial to your customer than a quick but incorrect reply.

 

  1. Start listening

Ask your customers the tough questions. For example, you can ask them what you could be doing better, and start acting on their answers. It is very important to discover what they like (and hate) about your business.

For this kind of feedback to be truly effective, you must be ready to listen openly, respond quickly and react appropriately. Set expectations with customers so they know that not every problem will be solved right away, but be ready to start identifying where changes need to occur. Lastly, make sure you thank your customers for their feedback. Even though it might not feel like it, they’re doing you a favor by telling you what you don’t want to hear.

 

  1. Help your customers simplify their lives

Figure out what your customers need even if they don’t yet realize they need it and make those products or services effortlessly available to them.

People should never have to work hard to figure out where to buy your products or services, how much they cost, or how to use them. If they know your products will work reliably or your service will exceed their expectations, they may even be willing to pay more to do business with you compared with competitors.

 

  1. Customer loyalty program discounts & rewards

Everyone loves a deal. Establishing a customer loyalty program by running discounts and promotions through social media and website makes things interesting for your customers. Customers love to know that you care about them and rewarding them with a discount for their loyalty is something they will greatly appreciate. You can run these promotions easily through your website, your Facebook page, or even through an Instagram giveaway.

 

  1. Train employees thoroughly

Your employees are the face of your company, and training can empower them to make your company prosper. Training sessions should be a positive experience; boring training sessions are a waste of time and money and foster a negative attitude toward the company.

Encourage your employees to engage in training and explain how it will help them on the job and why it’s good for business. An excellent way to teach is on-the-job training, which facilitates on-the-spot demonstration of best practices.

In summary…

Start prioritizing the customer experience.

In the business world, there’s a ton of pressure to always be making headway in the areas of growth and acquisition, and it’s easy to get caught up solely in metrics focused on new customer acquisition.

This is all well and good, but don’t let customer retention fall by the wayside. Turning your customers into lifetime brand loyalists has the potential to dramatically increase customer lifetime value, which in turn will increase revenue at a much more cost-effective rate.

So, start building off these ideas and create an experience that will surprise and delight your customers.

Source: https://callcenterpros.com/building-customer-loyalty-the-most-important-thing-for-your-business/

Publish Date: November 26, 2018 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from Call Center Pros (Dominican Republic)

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Building Customer Loyalty: The Most Important Thing for Your BusinessNovember 26, 2018 5:00 AM
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