In general terms, loyalty means increasing the customer retention rate, preventing them from migrating to the competition. Experts say that winning over a new customer is more expensive than retaining one . Furthermore, old customers act as great advocates and spokespeople for the company, spreading a good image of the brand and attracting new buyers.
However, the opposite can also happen, when the customer has a bad experience (unsatisfactory products, inadequate service, poorly rendered services) and expresses his or her dissatisfaction. And, in an era where everything is shared on social media , the report of the dissatisfied customer will not be confined to a small circle and can reach hundreds of people.
It is for these and other reasons that it is important to dedicate yourself to making the moment of purchase a pleasant experience, from the customer's arrival to after-sales, when the consumer must be encouraged to return.
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Satisfaction is different from loyalty
1 – Know your target audience
2 – Ensure a good experience
3 – Have the best delivery
4 – Train professionals
5 – Establish bonds
6 – Captivate the customer
Satisfaction is different from loyalty
Satisfaction can be achieved in a single transaction, but loyalty can only be achieved in the long term.
Remember: loyalty must be an ongoing process of gaining loyalty, because no customer is loyal from time to time or forever.
Keeping each customer satisfied should be a goal that should be pursued relentlessly. And like any goal, it is necessary to create strategies to achieve it.
Check out some procedures and tips that help make customers loyal:
1 – Know your target audience
If you present your product, no matter how good it is, to the wrong audience or in the wrong way, without an appropriate approach and without the proper links between the benefits of your product and your customer's “pains”, then the rest of your strategy will be in vain.
Understanding your customers' habits, desires and values is essential to meeting their needs and expectations. To do this, invest part of your budget in getting to know your customers well. By knowing them better, you will have more arguments to convince them that your product or service will complete their needs. They will perceive more value in your offer and loyalty will be inevitable.
2 – Ensure a good experience
Customer satisfaction is not always easy to perceive: few customers canadian cfo email list give feedback to the company, and most simply do not return to the establishment. To prevent this from happening, the business owner must always be involved and closely monitor how the services, customer service and product sales are being carried out.
Often, a simple phone call after the sale is enough to identify errors and obtain suggestions for improvements, in addition to making a good impression on the customer, who likes to know that the company is concerned about their experience and satisfaction.
3 – Have the best delivery
Of course, during customer service you must ensure the best possible experience for your customer, however, in addition to attracting them, you must deliver what you promised. It is not enough to delight and sell; the product or service must exceed expectations, making the customer feel motivated to speak well of it and recommend it to friends.