Tips To Increases Customer Loyalty
How to increase customer loyalty and retention? That’s a big question that every organization should be asking themselves no matter how long they’ve been in business, or how well they are currently doing. Customers are a fickle bunch and you must be vigilant about keeping them satisfied and coming back.
Depending on your business, some of these tips may work for you or you may be able to adapt them a little to fit your industry.
Loyalty cards are a fantastic way to improve customer loyalty. If you set up your program the right way, you can ensure customers return again and again…and they’ll tell they’re friends about your great loyalty program, too.
Customer service training is money well spent that will improve the customer experience and improve customer retention. Of course, customer service alone won’t attract business. But bad customer service can certainly run customers off.
Analyze what your customers are buying and provide complementary items.
Teach your customer sales reps to go above and beyond. Exceed customer expectations and earn customer loyalty for life.
Sell things that only you can offer, or are very hard to come by. Nothing maintains customer loyalty like being the only one to sell something they want.
Consider implementing customer relationship management (CRM) software. CRM software helps to keep up with all of your customers, their needs, their orders, etc.
If possible, make the cost of switching away from your product or service prohibitive. This is not a ‘white hat’ tactic, but it is used all the time, and it works most of the time.
Don’t try to sell customers what they don’t want. Don’t ‘upsell’ them. This is terribly annoying and puts off any chance of buying from you and kills customer loyalty. Find out what the customer wants. Then sell it to them. Give them value and they’ll come back.
Perform a customer satisfaction survey to learn what you are doing well and where your opportunities are. Not only this help to pinpoint your problem areas, but customers love feeling like a business is listening to them.
Implement an incentive program – either to improve customer satisfaction, or to improve customer service skills.
And last, but not least…
Offer a great product or service at a great price with great customer service. Customers just love that!
Using any or all of these techniques will help to improve your customer service skills, customer satisfaction, improve sales, and will beginincreasing customer loyalty. You may even increase customers in the process, too.