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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


2023 Buyers Guide Analytics

Page: 12
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

6.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

7.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

8.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

9.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

10.) 
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)

11.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.) 
MiaRec, Inc.

MiaRec Voice Analytics
A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance.

Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l...
(read more)

17.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

20.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
 
Page: 12



View more from Call Center Pros (Dominican Republic)

Recent Blog Posts:
How to Provide A Superior Customer Serving During the Holidays?December 17, 2018
The 6 Top Qualities of a Successful Sales RepresentativeDecember 10, 2018
The 5 Phrases Customers Hate and Love to HearDecember 3, 2018
Building Customer Loyalty: The Most Important Thing for Your BusinessNovember 26, 2018
Upset Customers: 4 Tips to Calm and Keep CalmNovember 19, 2018
The Individualization of the Customer ExperienceNovember 12, 2018
Business Process Outsourcing: An Important Development LeverOctober 29, 2018
How to Say No to A Customer: Difficult but IndispensableOctober 22, 2018
Virtual Assistants: What Are the Advantages for Companies?October 15, 2018
Empathy: A Vital Quality for Customer Service AgentsOctober 8, 2018

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