Talk to many companies, on how to approach customer service and most of them say they are trying to make the ‘satisfied’ customers. No, we should all be seeking is to have loyal customers.
Research has shown that 65% of customers say they are loyal. You can be happy with this, but should not be! Satisfied customers are in a state of nothingness – are neither unhappy or happy, they are in the middle. Be tolerated as long as they are useful for them, but if a better deal comes, they leave.
Moreover, loyal customers are your friends. To be with you through thick and thin, to be the first to try the new product, but want to give an honest opinion, but regularly refer business to you. This is what you want! But how can become a satisfied customer at a fair?
We will decide how to do business with you
Today customers are much more sophisticated in how they want to do business. If your product or service that lends itself to being offered through a number of different media, then give their clients the option.
Can you offer face to face? What about phone services? Could you make use of SMS texts for quick notes and reminders? Do you have a website through which customers can connect with you or even place orders online? If you provide a variety of distribution channels that are available to meet customer needs, then it is more likely to stay with you.
Building a relationship
Loyalty can only be achieved if you have a real relationship with his client. Goal of building the relationship. Understand that this is you and understand what they are seeking. Maintain regular contact with them, do not necessarily have to be selling something. Always use their names, especially if you can name.
All this will help to build a long term relationship. Once you have this, they are less likely to walk.
Build Staff Loyalty
How can cultivate a loyal customer if their staff are not loyal to the company? You must have staff who look after the jobs and will do anything to protect and advance the business. Customers will be more loyal if they see familiar faces. A business with high turnover of staff is difficult to build a relationship with their customers.
Treat your staff well. Reward their successes and recognize their achievements. Hold regular sessions of training so they feel they are learning and developing countries. A training program established also ensure that their product knowledge is up to date.
Search Complaints
This sound strange, but the average customer has to be encouraged to complain! Many are silent about the poor service, but if they can find someone to do business with them. Establish a clear procedure that complaints that customers can complain if they wish. Provide staff with the necessary tools to deal effectively with customer problems. Follow-up to ensure all claims have been resolved.
Take an interest
Show your customers that are interested in their opinions. Run regular surveys to find out what they think of their service, to know what you can do differently. You can conduct a telephone survey, or go so far as to do a mailing to all customers.
Take the time to contact your customers will reinforce the message you want your custom. But do not forget – take steps in to find out!
Being a ‘can do’ Business
Customers like nothing better than a company that offers even the most difficult of applications. ‘Can do’ business will always have loyal customers. Train its staff not to use words like “I’m sorry, but …”,” Not my fault “,” Your company policy “.
Being a business where the solutions are always sought and problems seen as challenges.
Caring for the “Golden Client”
The 80/20 age is likely to apply to your business – 80% of their sales or profits is likely to come from only 20% of their customers. Work out who your top 20% and love to death! Why not concentrate on translating the remaining 80% into loyal customers? Well, 20% have already shown that trust and respect. A little more effort with these customers can take more business to focus on the “maybe.” Anyway, run a program to convert the ‘maybe it is, but put more effort into the conversion.
So there you have it. Some ideas and tips on how to build and maintain loyal customers. Take a critical look at your business and put a loyalty program in place, thus boosting sales and profits.