Successful companies have loyal customers. In this article we are going to discuss six secrets to improving customer loyalty. So let’s get right into it! |
1. Customer Communications – You must have clear and concise ongoing communications with your customer base. Weather it is email, FaceBook, Tweets or a newsletter, it is important to stay in constant communications with your customer base. Keep your message short and important. Includes tip and techniques for your products or services. Give them information they can use. Talk about new product releases, updates to the current products and tips and tricks to using your products or services. 2. Impressive Customer Service – Customers love effective customer service. In a recent survey, “89% of consumers have stopped doing business with a company after experiencing poor customer service.” Good customer care should be part of your corporate culture. It is important to train employees thoroughly so they can handle almost all of the customer service problems without having to go up management levels. It this expensive? Yes, but statistics also show that it is “6-7 times more costly to attract a new customer than it is to retain an existing customer.” 3. Internal PR - Keeping your employees happy and informed will be reflected when they are working with customers. Anyone from the receptionist to the president may interface with customers so having a good internal PR will result in happier customers and increased loyalty. 4. Customer Incentives - Not every company can have incentives but if your company is capable, it should create an incentive program. Many of these programs reward the best customers with the best incentives, but all customers should receive something. 5. Create a Positive Reputation - Website like Yelp, Angie's List and Amazon have reviews on products, services and restaurants. More and more people are doing their research before buying. So it is important to ask satisfied customers to provide good reviews. Conversely, you should research the bad reviews to determine if the complaints are real. By doing this, after a while your organization will start getting a good positive reputation that will increase customer loyalty. 6. Survey Your Customers – The best way to find out how you are doing is to perform customer surveys on a regular basis. You can do this yourself or even better, have a third party perform the function. You can usually quickly find out problems by doing this and it may give you an opportunity to fix problems before they have a chance to impact your customer loyalty.
By following these six secrets you will be able to create a loyal customer base that will ensure your future success!
Jim Stedt is a partner at The Business SoftSkills Company (GetSoftSkillsNow.Com) located in Santa Ana, California. They provide job readiness and workforce success videos for education, business, prisons and individual use. Training is available online, on DVD, or through an affiliate program. These products are the most complete and concise soft skills training packages now available for the price of an average college textbook.
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