Building Customer Loyalty


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Building Customer Loyaltywith Excellent Service
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Customer loyalty is used to describe the behavior
of repeat customers as well as those that offer
good ratings reviews or testimonials
It is a process a program or a group of
programs geared toward keeping a client happy so
he or she will provide more business.
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Customer loyalty matters because selling more to
existing customers is easier and cheaper than
finding and selling to new ones.
Understanding who your most valuable customers
are. How to achieve a high standard of customer
care for all your customers. How to turn your
most valuable customers into your most loyal
customers.
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Make customer care a key part of your business
strategy. Focus on the needs of customers. List
your top ten key accounts and give these
customers the best service. However strong your
brand is it should always be accompanied by
consistently high levels of customer service.
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Learn as much about your different customer
segments as you can. Develop a brand around you
r company products or services.
If customers can identify with your company and
feel good about it they will be more likely to
remain loyal.
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Encourage employees to deliver high-quality
customer care. Make sure employees have good bas
ic communication skills. Train employees in job-s
pecific skills. Make sure employees can handle co
mplaints effectively. They should apologize be s
ympathetic listen establish the facts agree
what to do and then do it. Train all relevant p
ersonnel how to answer and deal with telephone
calls.
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Give key customers the opportunity to meet regul
arly to discuss important issues and enjoy
networking opportunities broadening the scope
and value of what you offer them.
Ask for their opinions before making significant
decisions. For example discuss your ideas for a
new product or a new brochure
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Exceed your customers expectations.
For example promise delivery in ten days
but actually deliver in seven. Always keep your
promises.
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Give key customers extra benefits which are
particularly visible. Make it easier for them t
o buy from you. Waive restrictions such as min
imum order quantities. Give them first options
on opportunities such as discounted stock
clearances. Set up a dedicated extranet orderin
g system.
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Create opportunities for feedback. Ask new
customers why they chose you over the competition
and existing customers what you could do better
Keep a record of customer feedback to help you
identify problem areas. Find out what caused eac
h problem. Carry out occasional customer
satisfaction surveys. Ask you customers which of
your products they are interested in offer
products that match customers needs.