For service organizations, customer loyalty retention is a key concern. Between fierce competition and the social and mobile-first orientation of most customers, retaining customers has never been more important.
Overall, loyal customers protect a service organization’s revenue stream. Not only do they secure future sales for the organization, they also save the organization money. It is far cheaper to keep a customer than to find a new one. Customer loyalty retention also promotes word of mouth referrals, which essentially save the business not only the cost of sales resources but also marketing and customer acquisition costs. With this in mind, here are three key considerations that can help you improve customer loyalty retention for your business.
1. Build relationships with your customer
It’s important to consider the emotion behind this statement – getting people on your side and keeping them there means you have the customer’s interests in mind. You demonstrate empathy for the customer, to the point where they begin to trust that your company is working hard for them and not for itself. An example of this occurs when the organization understands that it can make more money if it steers the client towards a certain option, yet encourages the customer to choose a cheaper option based on knowledge and empathy for the customer’s particular situation.
2. Provide excellent service
Offering lower cost solutions is one example of excellent service. Getting the job done right the first time is another. Don’t forget the emotional element. Small things really matter here: returning emails or phone calls promptly and offering time and attention go a long way to maintaining that good feeling that will boost your customer loyalty retention.
3. Offer a convenient way to schedule
Make sure your organization prioritizes convenience for your customers. Use various communication channels and make sure that the level of responsiveness is the same in each channel. Remember that customers have endless choice when it comes to service and they will re-evaluate if convenient means to schedule are not in place.
Customer loyalty retention works best when your organization places itself in the shoes of its customers. View problems the way your customers see them and offer solutions that save them time and money. The more peace of mind you can create, the more loyal your customers will be.