Customer loyalty is the foundation for a successful business. Customers base their loyalty on the experiences they’ve had, and on the best impact from what they needed or wanted from the company. Most companies have rewards or a points system for their customers to earn and give back, but how can companies inspire customer loyalty in order to go to the next level?
Each customer has their own beliefs, ethics, habits, and characteristics; so why try to have customers fit within your specific companies guidelines? Make the experience your customer have with your company one that makes them feel right at home. Show them the importance of your service and dedicate the proper amount of time needed to determine what option best suits their needs. Prioritize your customer service in an orderly fashion and be sure to reach out to all your customers. Some situations will require more time and more discussion, but reassure your customer that you want to provide the best service possible.
Numbers, Number, Numbers
Numbers + Results = Informed Customers. Keeping your customers informed about their results will help them understand that you want them to be aware about their performance and how you can work together to adapt your strategy to achieve your goals and improve when necessary. Becoming a data savvy business, helps you and your customers. When communicating with your customers, pull data reports and bring concrete examples to illustrate performance levels. This shows that you are a credible business to work with and trust.
Give Them A Voice
Giving your customers a voice shows that you value their opinion when making decisions that impact their customer experience and shows that you trust your customers to assist in making business decisions. Customers know what aspects are most important, and what can be adapted to alleviate those issues. Essentially, they know what is wanted and what is searched for by your customers, so let them offer feedback. Allow your customers to engage with your company by participating in a poll, 1:1 conversations with staff members, reviewing samples of new products, and/or encouraging interaction on social media. Allow for a bit of experimentation with your customers, it will be a fun interactive refresher for all of you to be heard.
Go The Extra Mile
Once your company has reached a certain point of operation, it is time to start thinking outside of what the company does. Start becoming involved in your community where your company is located. Local events that will make a positive impact on how the community views your business will show your dedication to a better environment, locally and eventually globally. As your company grows and community events are successful, think of a way to give back to those in need. Take for instance Toms Shoes’ business model: “Buy one, Give one”. This model demonstrates that every time a customer buys a pair of shoes, Toms donates a pair of shoes to someone in need. A model like this is a big company commitment, but it will show customers that you are dedicated to making a difference in the world and are willing to go the extra mile to provide a better life for others.
The Journey Together
For customers who have been around for quite some time, showed continued support, and/or are repeat customers, take extra time to map out your journey together. Show them the numbers of where they started, then walk them through their journey with you by making a map/timeline of how your work together has developed over your time. This not only shows that you have all been through but that you care and appreciate their business.
“Customer satisfaction is worthless. Customer loyalty is priceless.”
– Jeffrey Gitomer
By: Kendahl Schlueter
Sources CRMBuyer.com and Salesforce.com