How Can you Win Customer Loyalty?

April 28, 2017 by  

Very few businesses amaze and delight their customers and those that do, really stand out. Being innovative is one way to stand out from the crowd, however, in most businesses, our competitors soon copy our innovation and that levels the playing field. The only way to truly stand out and stay ahead of the herd is to win customer loyalty by providing outstanding and memorable customer service. This is the only sustainable competitive advantage that really matters and will differentiate you from the competition.

Here are 10 simple and easy ways to provide consistent and outstanding service to your customers:

1. Adopt a customer-service mindset
Try to stop thinking just about the business you are in and start realizing that providing customer service is essential to your survival and success. Start understanding that you are in the customer service business and happen to sell whatever your products or services are. This sort of mindset has to start at the top and be committed to by the upper echelon. They then need to model it until it becomes the mindset of the entire business.

2. Be proactive
That will require you and your team to make note of your customers’ preferences and take every opportunity to cater to them. You can keep files on your customers in order to remember those preferences and call when their favourite product comes in or you are planning a promotion for something they use regularly, etc.

3. Remember the names of your customers/clients
The sweetest sound to anyone’s ears is their name. you will make a very positive impression on your customers if you can address them by their name when they come into your establishment or when they call, etc.

4. Look the part
Dress professionally and accessorize your fashion statement with a smile. Remember what Denis Waitley wrote: “A smile is the light in your window that tells others that there is a caring, sharing person inside.” In any event, people will react more positively to someone with a smile on their face rather than someone who looks angry, upset, or stern. Be sure your attire is clean, pressed, and appropriate for your industry and customer base.

5. Involve your customers in your service program
Provide simple, easy tools that will encourage your customers to give you suggestions that could improve your service or product line. Then truly listen to their ideas and let them know that their opinions are valued.

6. Be punctual
If you set a meeting time of 2 pm then be sure to move heaven and earth to make that happen as promised. Phone as early as possible if events conspire to make it impossible for you to maintain your schedule. No one likes to feel that their time has been wasted as we are all busy!

7. Policies & procedures
Create policies and procedures that are customer-friendly and then infuse these elements into the culture of your business in order for there to be consistency in how all customers are treated:
• how should phone calls be answered?
• what response time is acceptable for emails?
• who pays the postage for returned products?
• do you provide a toll-free phone number?
• how do you process warranty claims?
• how does your business say ‘thank you’

8. Empower employees by giving them autonomy
Give your employees the authority to work around policies that are getting in the way of a satisfied customer.

9. Handle complaints in a timely fashion
Respond rapidly to customer complaints. Acknowledge the issue at hand and take responsibility for fixing it. Don’t be defensive or just quote policy, rather offer a way to make them happy. Bite your tongue, actively listen, and allow them to vent. Then ask them what would make them happy. Finally, do what it takes to regain their trust because the cost of gaining a new customer is many times the cost of simply regaining lost trust.

10. Measure customer sentiment
Use conversations, feedback forms, and surveys to gauge the quality of your customers’ experiences. Do they feel they are receiving your value proposition? If not, what’s getting in the way? Then, be sure to fix it!

Final thought…..
These 10 ideas can give you simple ways to build an outstanding customer service program without huge costs.
But you must remember that today social media and customer review websites have placed enormous power in the hands of your customers. They now have a “megaphone” to tell the world about your service. You can get it right and build loyal relationships or you can get it wrong and become irrelevant in your industry and be on your way to obscurity.

So, be a customer service champ, that is the way to enhance your business and keep you ahead of your competition!

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