There are two basic tasks that every entrepreneur is faced with: getting new customers and keeping old ones. Definitely, customer loyalty is crucial especially since businesses often rely on these people to stay afloat. These customers do not just buy your products or subscribe to the services you offer. They are also the ones who tell their friends about your business and bring in new customers through word of mouth. For this reason, building customer loyalty is imperative and customer service is the tool that will help entrepreneurs to achieve this. Business owners should be willing to go the extra mile to keep buyers consistently hooked.
Respond quickly to concerns. People, most importantly paying customers, have become so accustomed to the I-want-it-right-now mentality. For that reason, it is crucial that businesses respond to any customer concern the soonest time possible. This should not be a problem though with today’s technological advancements. Capitalize on Twitter’s real-time communication feature by creating an account for your business on this social networking site. Should any customer have any query or complaint, you can easily respond to them through Twitter. The best thing of all, use of Twitter is free.
Send a human to deal with a customer. Nothing can be more aggravating than sending an email to a business and just receiving a do-not-reply email in return. Allow your customers to interact with your employees and consequently with your business. Give an employee the responsibility of replying to emails, answering customer phone calls or responding to them through chat. Why should you let your customer hold or wait for an entire day when you can accommodate them immediately?
Talk to your customers. What sets apart mediocre businesses and successful ones is the employees’ ability to interact with customers. And interaction will depend greatly on how the employee is able to talk to the consumers. Give your employees a list of phrases to use and to avoid when talking to buyers. At the same time, train your employees so that they will be able to assist customers through different situations. Nobody likes to ask help from someone who does not have a clue on what to do.
Make good first and last impressions. Buyers will often remember the first and last minutes of being in any establishment. For this reason, a good business should know how to greet customers and then thank them once they’re ready to leave.
Chris Marentis writes from experience about lead generation, closing the sale and leveraging social media. He is the founder and CEO for a local internet marketing company Surefire Social, a resource for local search marketing
- Why a CRM System will Benefit Your Company (ismagazine.com)
- 6 Essential Customer Service Skills (onlinesurveysforcash.org)
Building Customer Loyalty