subject: Building loyalty through customer service [print this page] Customers are one of the most important aspects of a business. Think about your own business will it exist if you don't have customers? It is easier to get repeat business from existing clients than it is to obtain new clients through marketing and advertising efforts. Taking all of the above in consideration the aim is to get repeat business from existing clients by providing them with outstanding service and brand experience.
What does this mean? A client's experience of your brand must be of such a nature that they would want to do business with you again and recommend your business to friends and family. What can you do to ensure you provide your clients with outstanding customer service? Below are a few ideas to get started.
First impressions count really
Think about basic things how the phones are answered, the way employees are dressed, how clients are greeted and assisted. What can you do to improve these?
Keep in touch
Do you send out a newsletter? If not, consider a monthly or a bi-monthly newsletter that will keep clients informed of what is happening in your business. Remember to ask clients if they want to receive news from you, do not add recipients to your database without their permission that is spamming.
Offer rewards for loyalty
Why would clients want to continue to use your service or buy your product again? Do you offer some kind of reward? Do they receive a discount for referrals? If not perhaps think about how you can reward loyal clients.
Lastly, build relationships with your clients. Real relationships. Know who they are, why they are using your product or service and make each client feel special, as if they are your only client. When a client complains, listen to what they are saying and deal with complaints promptly in a sincere and genuine way. Go the extra mile word of mouth is still one of the best marketing channels and can't be bought! Need help with your customer experience strategy? Ask us.
