Create a Culture Focused on the Value You Bring to Customers

August 30, 2018

In today’s society, one of the best ways a company can be successful is to provide great customer service. But, is that really enough? Working in customer service goes deeper than just ensuring it is “good.” We want to make sure that we deliver a value to the customer through our services or products. Some of the best companies worldwide have developed a culture within the organization around the value they deliver to their clients; companies such as Apple, Ritz-Carlton, Disney, Amazon, and the list goes on and on. So, how should companies go about creating a culture focused on delivering value to clients?

  1. Customer knowledge. As you build your book of business, really get to know your customers and especially their expectations of you. A lot of the times we deliver our services but forget to check if they align with the expectations from our customers.
  2. Create a customer service strategy. Often different segments of an organization aren’t aware of the company’s strategy or their understanding of it doesn’t align with the company’s. Therefore, creating a customer service strategy focused on delivering value to customers and spreading it throughout the whole organization will allow for consistency.
  3. Listen to your employees. The employees are on the frontline of daily customer interaction. Therefore, they may have customer insights that could be valuable for your customer knowledge. It will also provide a framework of ways to develop your customer service strategy.
  4. Loyalty. Don’t say you’re going to contact a customer in a week and then never contact them. Follow through with your promises and check up on customers regularly. What this does is it creates loyalty which means that you have provided a level of customer service that has exceeded expectations.

Not only will these actions steps result in higher customer satisfaction, but it will also greatly differentiate your business from companies who simply “deliver” their services or products.

Advertisements

4 Ways to Improve Customer Loyalty

May 14, 2015

make-it-easy

You put a lot of time and effort in to generating new business for your company. But is there an easier way? Focusing on new clients is important, but not where all your energy should be focused. Some, if not most, of your time should be spent creating loyalty with current customers so they come back next time. It’s much easier to keep a current client coming back than to discover a new one. That being said, here are 4 simple ways to improve customer loyalty.

  1. Greetings. Clients remember the first and last interaction they have with a business, so make it count! Greet your customers with a smile and leave them with a good impression of your business. Satisfied customers are more likely to return.
  2. Keep in touch. Consistently (but not constantly!) send emails to past customers. Remind them why they chose to do business with you in the first place. Be careful though – sending too many emails with irrelevant content will cause clients to unsubscribe.
  3. Rewards. Make it worth their while. Giving clients an incentive to come back and do business with you will encourage returns. Also encourage clients to spread the word and share their positive experience with potential clients. Reward loyalty and it will continue.
  4. Listen. Make sure you know how your client feels during their time with you. Fixing a problem before a client lets them know you care. Reward clients for completing a survey about their time with your business to make sure you understand their opinions. See our blog about creating surveys here!

Customer loyalty is a great tool to utilize for your business. With these 4 easy ways to improve, you’ll have clients returning in no time!

 

How do you encourage customer loyalty?