Customer loyalty is a measure of how likely your customers are to do repeat business with you.
Building customer loyalty gives you a high return on the time, effort, and money you invest in providing good customer service. Loyal customers buy more, more regularly, and the cost of selling to them is low. And they will frequently recommend your business to others.
Building a lasting relationship requires communication. Communication means listening to your customer or client, as well as conveying your own message. Communicate when things are going well and when there are problems. When things are going as expected, bring it to their attention. When there are problems, provide the scope of the challenge and your solutions, preferably before the customer even knows that the problems exist. This builds credibility, confidence, and trust.
Customers are more likely to be loyal if they feel valued; Give your customers something more than expected. Don’t tell them in advance, just do something to demonstrate your appreciation. It can be as simple as a greeting card, email or small token to show your appreciation. Loyalty is a relationship, and it should be nurtured as you would care for a friend. Do not take it for granted.
The products or services that you provide are only meaningful in the context of your customer’s objectives. What you do is intended to achieve financial or strategic objectives, or fulfill a need. Understand and communicate your value from the perspective of the customer.
With all that your existing customers can do for you, there’s simply no reason not to stay in regular contact with them. Use your imagination, and you’ll think of plenty of other ideas that can help you develop a lasting relationship.
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