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…
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.
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.
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:
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.
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.
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.
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.
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.
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.
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.
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.
Publish Date: November 26, 2018 5:00 AM
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
|3.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
|How to Provide A Superior Customer Serving During the Holidays?||December 17, 2018 5:00 AM|
|The 6 Top Qualities of a Successful Sales Representative||December 10, 2018 5:00 AM|
|The 5 Phrases Customers Hate and Love to Hear||December 3, 2018 5:00 AM|
|Building Customer Loyalty: The Most Important Thing for Your Business||November 26, 2018 5:00 AM|
|Upset Customers: 4 Tips to Calm and Keep Calm||November 19, 2018 5:00 AM|
|The Individualization of the Customer Experience||November 12, 2018 5:00 AM|
|Business Process Outsourcing: An Important Development Lever||October 29, 2018 5:00 AM|
|How to Say No to A Customer: Difficult but Indispensable||October 22, 2018 5:00 AM|
|Virtual Assistants: What Are the Advantages for Companies?||October 15, 2018 5:00 AM|
|Empathy: A Vital Quality for Customer Service Agents||October 8, 2018 5:00 AM|