Earning Customer Loyalty
As most marketers have at some stage experienced, it is one thing to crown clients, another beast, to keep them fully. Improving customer satisfaction should be a priority, otherwise the customers you tried so hard could disappear before you even knew what happened.
To prevent this, here are 25 ways of improving customer satisfaction for your business.
Share your beliefs.
You must share your beliefs in order to establish a strong relationship with your customers. According to a report by the Corporate Executive Board of 7000 consumers in the USA who have said that they had a brand relationship: “64% of shared values are the main cause.” In reality, shared values are “the biggest driver far and far.”
Offers outstanding customer support.
Sounds obvious, right? Sounds obvious. However, it needs to be mentioned again because excellent service generates loyal clients, prevents negative word of mouth and distinguishes you from competition. This is how such a loyal follow was built by a business like Zappos. How do you boost customer service, however?
Firstly, listen to customers and deal with their complaints promptly. Make it easy for consumers to contact an agent. Show an email address, telephone and social media account clearly. You must “wow” them by going higher and higher.
Be open. Be transparent.
Days will come when things don’t go as scheduled. Instead of denying the issue, be frank about bad news with your customers. When Buffer experienced a safety violation in 2013, the company promptly revealed the situation to its clients, issued updates, and answered concerns.
Build a sense of community.
There is no reason for not building a community with so many social media sites. Communities can start a dialogue with their customers effectively and promote user-generated content. For example, you can ask customers to share their images on Facebook, Instagram, Pinterest, etc.
Get your e-mail addresses.
Email is one of the best ways to stay in contact with clients. Ask for addresses after your orders are completed, so you can keep customers informed about new items or monitor their experience after sales. This knowledge can be used to enhance customer loyalty and satisfy the existing customers.
Use social evidence.
Aileen Lee, a partner at the company Kleiner Perkins Caufield & Byers, explains TechCrunch’s social evidence as “the positive impact generated when someone finds out others are going about it.”
Brands typically achieve social evidence in five ways:
Expert – statistics shared by a trustworthy source.
Celebrity – William Shatner and Priceline think about celebrities.
User – customer feedback on platforms like Yelp or Amazon.
The crowd’s wisdom – remember McDonald’s famous sign “Over 1 Million Served.”
Your friends’ wisdom – encouraging friends to play Facebook games.
You have heard the stereotype that companies should “belong to promises and deliver.” This can be achieved easily by exceeding standards. If you say that a customer service representative will contact the customer within 24 hours and that the rep is in contact within six hours, customer expectations surpass that. As the Huffington Post, Noah St. John says perfectly, “Do what you think you will.”
Don’t disregard current customers.
When you are busy trying to meet new clients, it is extremely easy to neglect your current customers. Make sure your product or service does not decrease with time in order to avoid disrupting your loyal customers.
Allow yourself when you make an error.
Errors occur and consumers have several forums in which to share their experiences. Don’t be defensive or sensitive if anything that was your mistake is pointed out. Use these forums instead to take responsibility and solve the problem.
Have the right staff.
Employees are crucial to enhancing consumer satisfaction. Employees who buy into culture will most likely share their joy with friends, families and clients they support – like this Zappos e-mail. Make sure the workers have the right skills and resources to improve their customer experience.
Studies have shown that personalized e-mails are 6 times higher than impersonal e-mails. This could address them by name, give them a greeting on their birthday, or a coupon on their anniversary. Customers love your personalized messages, and they can help build an emotional connection.
You want to give consumers a reason to return. And that’s when it comes to bonuses. It may be as easy as offering them a discount on their next purchase or a free drink after their tenth purchase.
Request your reviews.
How do you know what consumers want or dislike? How do you feel about your service? If you are unaware of this knowledge, how can you make suitable changes to satisfy your customers? Ask them for feedback via an e-mail questionnaire or an online survey of your website when a customer completes a transaction.
Please spend more time with clients.
It can serve many purposes to talk to your customers. First of all, you should find out what made them your first customers. This knowledge can be used to create potential marketing and content strategies. You can also ask them to share their testimonies or case study experiences. This means that you are satisfied with your existing customers because you take time to hear or listen to their needs.
You shouldn’t really worry about selling. Believe it or not, marketing is far more than selling the new product or service. For example, you can create YouTube videos or submit monthly newsletters containing DIY home repair tips when you own a home improvement store.
Often catastrophe strikes will occur. Instead of fighting to solve and fix this issue, anticipatory programs should be implemented. Udemy gives an example of a bank that tells clients when their checking account is under the minimum balance. Customers can receive a text message rather than a bill after the account falls below the balance.
System for Simple Points – Customers receive points that can be redeemed for a reward.
Use a level structure – Offer a little incentive and raise your income over time.
VIP value charge – Think of a service like Amazon Prime.
Help services around the ideals of the client – Customers are not only interested in money incentives, they express their support for their programmes.
Coalition services – team up for transactions outside the business with a similar company.
Make it a game – who doesn’t like to play games?
Scratch rewards programmes – Build a fantastic product, incentive or profit, and loyalty will be organically generated.
Construction of a loyal customer base helps in many ways – saving you from marketing dollars to continually pursue new customers and building a loyal customer base. It’s the little things that matter, remember.
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