5 Ways to Grow a Culture of Customer Loyalty
Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain.
Posts Tagged ‘customer loyalty’The Business Case for First Call ResolutionJanuary 7th, 2010 by Peggy CarlawThe Experience Is the Brand (Part 1)July 28th, 2009 by Malcolm CarlawYour reputation is based on your customer’s experience. Fixing or preventing problems is half of the service equation; communicating with customers is the other half. Customer service is as important, if not more important than the immediate resolution of the problem. Bill ‘Em and Ignore ‘Em - New Strategy for Customer RetentionJune 30th, 2009 by Peggy CarlawYou would think that with the economy being what it is, companies would value every customer and do their best to keep them. Not our outsourced IT services company. In addition to our managed services contract (which seems low and fair), we get monthly statements for labor that we can’t correlate with anything we requested. No problem. We’re happy to be enlightened. But can we get them to call us to discuss it? No. Can we get them to come out or return a call to talk about upgrades we want to make? No. We’ve even sent an e-mail saying that we’re looking around at their competitors and would like to talk with one of their sales people to compare offerings. Do they respond? No. Will they be shocked when we reply that we’ve left them for the competition? You betcha! Stop Yelling at Me!June 26th, 2009 by Peggy CarlawIt seems to me that John Q. Public is getting more angry and rude as the months go by. Starting in the middle of last year, I noticed when I was listening to calls at clients’ that customers would just start screaming as soon as the phone was answered by some unsuspecting rep. Why? The Road to Customer LoyaltyJune 15th, 2009 by Peggy CarlawCustomer satisfaction has long been the predominant measure of a company’s success. While it’s important to satisfy the customers your business serves, perhaps the most important measure of success for businesses—large and small—is customer loyalty. It is customer loyalty, derived from consistent efforts to deliver customer satisfaction, which leads to an increase in sales, referrals, and profits.       |
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