The new year is traditionally the time to re-focus and get
serious about goals. For customer loyalty, your customer experience better be at the top of your goal list. Over the last few years, customers have made it clear they want a relationship and a memorable experience.
Creating loyal, engaged customers is harder than ever. Here are strategies to kick up your service experience.
1. Deliver service “their” way. Utilize many channels of access. Customers want service on their terms and on their time-line. Access means be available and responsive via a phone rep, your website, email, Facebook, Twitter, live chat and even a phone app. Make certain these make real connections and can create a relationship.
2. Be open and clear. You can’t hide from today’s customer. The company must be transparent. With just a few clicks, the customer can find out what others are saying about you. Join in the conversation on Facebook and Twitter. Be fast, honest and responsive.
3. Be passionate. Engaged and passionate employees will create customer loyalty. A 2009 research report by Gallup found that companies in the upper half of both customer and employee engagement got a 240% boost in bottom line results. Customers don’t want dispassionate, robotic, scripted service delivery. Hire and train well, then your employees can be “real” and sincere.
4. Add value and create an experience. In some cases that means just make it simple. It means, captivate and fascinate. Do it all and your customer will happily return and say positive things about you. Value and a great experience are not new, yet many companies still don’t get it. Be the company who does get it and executes accordingly.
Figuring out what customers want is not always easy. Yet not figuring it out will affect your bottom line tremendously. It is time to re-focus and renew your energy and efforts on the customer.
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Lisa Ford has over 20 years of experience presenting to businesses, associations and government. She designs content personalized for each audience and the challenges they face. Her presentations focus on customer service, leadership, teamwork and change. Her most recent book is Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty and Boost Profits.
