Article : How You Can Enhance Customer Loyalty With Your Brand
In a truly competitive business environment like the one we have today, maintaining your customer’s loyalty with your brand can be the deciding factor on whether your business is going to grow and flourish or whether it is going to be one that perished under the pressures of competition. As for the customers, it is a golden era where they have so many options to choose from. The competitiveness in the market means that the customer can get the best service at a cost that is suitable to his or her budget.
Various companies have been forced to take a long and hard look at their existing customer service and customer engagement strategies. At the same time, marketing teams are also looking to devise new customer acquisition strategies to grow the company’s market share. However, the best strategy that should always be the primary focus of any business is keeping the existing client base loyal to your brand.
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Here are some of the ways that you can enhance your customer’s loyalty with your brand –
Offer customer service on multiple channels
Today’s customers are present on so many different channels and want to communicate with their brands on all these channels. Whether it is via phone calls, website chat, email or social media websites, your customers expect your presence everywhere. If various business journals and publications are to be believed then companies that offer their customers assistance on multiple channels have a 50% more chance of retaining those customers and ensuring their loyalty. After all, the best way to keep customers loyal is to keep them happy.
Proactive support is always better
Just like multi-channel support, providing proactive support to customers is also one of the strategies that are being followed by organizations to boost customer loyalty. The concept of proactive support is that you expect when your customer may face an issue and you approach them proactively on various platforms offering a proactive solution. For example, if your customer has ordered a product from your website and has not received it within a given time, an email can be proactively sent to the customer with the delivery details and reasons for the delay, before the customer calls him themselves.
The same can be done in case a customer’s annual warranty of a product is about to run out and they can be reached to proactively inform them about various ways to renew.
Keep your ear to the ground
The worst thing for any company these days is being out of touch with their customer’s feelings and expectations. Over the years, successful businesses tend to become complacent and take their customers for granted. These are the companies that suddenly get the rug pulled out from under them when suddenly their customers start jumping to competitors. Then, these companies set up panels to investigate the cause behind this and take corrective measures.
This entire scenario can be avoided by simply keeping an active track of what the customers are feeling about your brand or about your particular services or products. This can be done by going to social media and micro-blogging websites and getting a general idea of what the overall feeling is amongst your customers or target audience about your brand. Other methods include the old customer survey and questionnaires that can give you an insight into customer satisfaction and any corrective steps that you may need to take.
Customer-centric and value-added offerings
Businesses are shifting their priorities and coming out with services that offer more value to the customer. It is all part of creating a customer-centric image of the company and putting the needs of the customers first, as it should be. By partnering with a multichannel outsourcing company, businesses can meet their customer’s expectations and reach them on platforms they need. When better communication lines exist between customers and the brand, creating a customer-centric approach gets easier.
By following the above strategies, businesses can better plan their customer engagement strategies and focus on maintaining customer loyalty with their brand that stands the test of time and keeps your company on top of its competitors.
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Published: Thursday, October 19, 2017
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