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Written by: Sonal Jaiswal | Evangelist, Customer Guru
In an earlier post – Loyalty Programmes Debunked, we wrote why Loyalty Programmes don’t get you Customer Loyalty. Here are some ways that could help you earn customer loyalty:
Go the extra mile to keep the smile on your customers’ faces. Do the unexpected – surprise them, delight them, exceed their expectations and make them know that you care. Do you remember how you felt when your favourite restaurant called you to wish you on your birthday?
Ask for feedback, and tell your customers what you are doing about that.
Committing to honesty and transparency sounds like an amazing idea. But it is that much more difficult. It means that such honesty and transparency is not just maintained with your customers but also with your employees. Inculcate a company culture where people own up their mistakes and do whatever it takes to correct it.
By being honest with your customers, you’d not only earn their loyalty but also their respect.
As a leader, be so committed to providing a great experience to your customers that your employees are infected with your enthusiasm. Build a team that is as passionate about improving customer experience as you are. Give them all the resources and means to do so. Ask them to come up with solutions and new ways to improve processes. After all, they are the ones dealing with the customers.
Give them the freedom to take decisions that will help improve customer experience.
This might seem like black magic, however with the kind of data analytics and social engagement platforms available today, it is not very difficult. Investing in the right technology and regularly capturing customer feedback will give you the magical power of anticipating customers’ needs. Armed with such information, the only thing standing between you and undying customer loyalty is taking action on that information!
Customer Loyalty and Customer Experience are not a one day processes. Nor are they departments. They are not destinations too. They are an ongoing processes and the entire organisation must be aligned to keep working on them day-in and day-out!
What more do you think companies can do to earn customer loyalty? Would love to hear your feedback and comments below.
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