Day: July 13, 2022

4 strategies to improve customer loyalty

by RaquelNEWSLeave a Comment on 4 strategies to improve customer loyalty

Identifying the most effective way to build customer loyalty is one of the most intricate tasks for a company. Brands focus their efforts on acquiring new customers, even though this may cost seven times as much effort. A customer who is already familiar with a brand is more likely to buy again if he or she is satisfied.

Therefore, it is important to implement strategies to improve customer loyalty and improve the purchasing process.

Customer retention vs. customer loyalty

Loyalty is one of the most important aspects of a business, there is no doubt about it. To this end, serious efforts are invested in designing attraction strategies (or Inbound Marketing), but unfortunately they are not always rewarded with new buyers.

Regardless of the environment in which you develop your activity (online or offline, or both) it is essential that you maintain a high level of satisfaction, so that your customers never want to leave your side.

The main difference between retention and loyalty is customer engagement. Nuances that “retain” customers are often superficial and less effective. You should not keep customers, they should be the ones who choose to stay. How do you do this? Make sure your products or services meet their needs: sooner or later, satisfied customers will buy from you again.

4 strategies to improve customer loyalty

Building loyalty with existing customers takes time, effort and resources. But when you do, you’ll have many more opportunities to gain your customer’s attention and, ultimately, get more sales.  Here are 4 strategies to improve customer loyalty.

Get to know your customers

People like to be known and to be known. Therefore, customers will be more receptive to organizations that go the extra mile to empathize with them. We need to spend more time strengthening ties with customers to understand their concerns and needs to build a closer, more real relationship that benefits both parties.

Reward their loyalty

There is nothing that serves as a better loyalty weapon than listening to your own customers. A feedback system, such as a satisfaction survey or simply talking to them personally, will help you to know first-hand their opinion about the service you are providing them. This feedback can be the trigger to put into practice brilliant ideas for improvement and innovation that they are throwing at you. Listening has never done so much good.

Surprise them from the first moment

In fact, there are several reasons why these expectations, if met with satisfaction, are crucial to client retention.

– Getting the project to be delivered to the client weeks or even months in advance.

– Eliminating uncertainty. The client will know what to expect and when, which can give them the peace of mind needed to make them feel comfortable doing business with you.

– Having a clear vision from the start can help your company develop key performance indicators (or KPIs) around specific expectations, which will set you up for success.

Be friendly

Combining good service with gratifying gestures to your customers is always recommended. Give a gift or send an email to congratulate your customers on their birthday. People remember when something has surprised us and making that feeling last in time and in your target’s mind is something you can’t pay for with money.

Put these loyalty strategies into practice and start building customer loyalty. The more buyers trust, appreciate and love what you do, the more likely it is that your brand will stand out from the competition.

www.mstholding.com

Excellence, the goal of customer service

by RaquelNEWS / Sin categoríaLeave a Comment on Excellence, the goal of customer service

Customer service is an essential discipline for any brand selling products or providing services. If we are talking about network marketing, having communication channels with the customer becomes even more relevant if possible.

Whether we hire a customer service through a contact center or we implement it internally in the company, we must take into account that all the messages exchanged in these conversations will be part of the brand content. In other words, our customer service agents will communicate messages that will undoubtedly influence the customer’s perception of our brand.

How to increase customer satisfaction

To boost customer satisfaction, it is important to be clear that our strategies have to revolve around improving customer expectations at all times. The customer is at the very center of any project, campaign or decision we make, showing them that we are committed to facilitating and improving their day-to-day lives.

To ensure that our commercial strategy meets this objective, we need to accurately analyze information on customers’ habits, preferences and consumption needs. Ideally, we should create our own database, managing the information in a coordinated way so that each department is clear about the actions to be implemented. In this way, we will achieve customer satisfaction at every step we take, from customer acquisition to the final goal of customer loyalty.

We must also bear in mind that, in the digital era, all our sales and customer acquisition platforms must be connected in order to allow the user to access information and continue with the purchasing process, regardless of the means they decide to use at any given time.

To this end, our website must allow easy, fluid and efficient access to information from any connection device, as well as to other brand channels such as corporate blogs and social networks.

Keys to achieve excellence in customer service

Key messages

Excellence in customer service is essential, in any case, but if we take into account the communicative nature of any message to be issued, we will pay more attention to the process of creating customer service manuals, as well as to the quality control process.

A bad customer service policy can ruin any marketing and communication strategy, no matter how solid it may be. To achieve excellence in customer service, the process of designing and creating responses for our agents must be precise and involve different departments and professionals.

Managing expectations

If we are looking for excellent customer service, we must keep in mind that the customer will contact us with the expectation that, at the very least, we will solve his or her problem. Obviously, it will not always be possible to solve it on the spot, but our goal will be to exceed this expectation. If this cannot be done by means of an immediate solution, we will have to do it by means of our own attention and the application of the protocol defined in each case. One way to meet the client’s expectations, even if we cannot solve the case at the time, will be to support the client until the incident is completely resolved.

To manage these high expectations is also to know the service or product and to be able to transmit the ideas with confidence, clarity and transparency. When solving a problem, doubt or query from a customer, we must not allow ourselves to hesitate or sound unsure. We must know the brand’s products and services perfectly well and we must also convey the feeling that we know them.

In short, achieving excellence in customer service is nothing more than the application of common sense to this type of work, but we must keep this in mind so as not to allow failures in the whole process of providing the service.

www.mstholding.com