Customer experience, customer satisfaction, customer engagement, customer relationship…these are all buzz words for the same thing: CUSTOMER LOYALTY.
Customer loyalty describes an ongoing emotional relationship between you and your customer, manifesting itself by how willing a customer is to engage with and repeatedly purchase from you versus your competitors.
In today’s hyper-competitive world, loyal customers are your greatest asset. And making them feel appreciated and valued is the key to creating and fostering their loyalty – and to sustaining business growth.
Building customer loyalty doesn’t have to be complicated. But it does require a commitment to consistently treating your customers with the care and respect they deserve. Mastering the following basics will go a long way towards deepening your connections with those who matter most – and keeping your business top of mind.
Answer your phone
Make sure a real, live person picks up the phone when someone calls your business. Nothing is more annoying than having to click through a bunch of prompts to reach an actual human being. And providing a personalized experience makes customers feel more confident in doing business with you – and more likely to pay more for your products or services.
Don’t make promises you can’t keep
“Under promise and over deliver” should be every business owner’s motto. Failing to follow up and follow through is one of the surest ways to lose your customers’ loyalty. So before you make a commitment, be sure you can deliver.
Listen to your customers
Acknowledge their feedback, both positive and negative. If they have a problem, let them know you understand and suggest how to resolve it. Remember the old adage, “We have two ears and one mouth so that we can listen twice as much as we speak.”
Deal with complaints immediately
No matter how trivial a customer’s problem may seem, give it your full attention. It’s far easier to resolve a small issue than a big one.
Be helpful even if there’s no immediate profit in it
Givers gain – period!
Train every member of your staff to be helpful, courteous, and knowledgeable
Empower your team to make small, customer-pleasing decisions and resolve everyday issues. They should never have to say, “I don’t know, but so-and-so will be back at…”
Say “thank you”
Research shows that customers spend more, and vendors are more likely to pay on time, if they’re thanked regularly. Start a Loyalty Program, offer a discount or upgrade, send a gift, or write a note.
Remember, it’s often the small, personal gestures that have the greatest impact.
