Building Customer Loyalty
Several factors influence customer retention and loyalty, including:
| The buying experience |
| Post-sale installation/delivery of product or service |
| Resolution of technical, billing, or other customer service issues |
| Perceived customer value versus competitors |
| Perceived customer appreciation versus competitors |
Empower Your People
Understanding customer loyalty is one thing. The bigger challenge is to empower your sales and service representatives to respond more effectively to customers by using the psychological techniques proven to improve communication, customer satisfaction, and customer loyalty.
Top performing organizations will ask themselves:
| What is the quality of our customers’ buying experience? |
| How effective are we with customers who are upset? |
| Do agents know how to respond effectively to the competition? |
| How do we make our customer service team a competitive differentiator? |
| How can billing and tech support prevent more calls from escalating? |
| How can we build loyalty and deepen customer wallet-share during routine (inbound) customer service interactions? |
| What can we do to proactively (outbound) to drive customer loyalty? |
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