You shouldn’t need loyalty programs to get repeat customers. Loyalty is something you must earn, writes Adrian Swinscoe in a CustomerThink article. Swinscoe says there are three keys to loyalty.
Tag: client service
When was the last time you updated your customer service plan? If your response was a scoff thinking that your service plan doesn’t need updates, think again.
If you’ve promised your clients that customer service is your number one priority and yet are still losing them, there are a number of things that may have gone wrong. Here are a few common mistakes CustomerThink says salespeople make fairly regularly.
By now, you should know that the most profitable customers are repeat clients. Customers you’ve already worked with in the past who have been satisfied by your customer service are way more likely to buy from you again than someone new. And yet, according to an article by Liz Heiman, a sales leadership coach, not even 18% of businesses are making client retention a priority.
We all know that each client is different and so their customer service plan must be unique to them as well. However, not many salespeople take the time to think through more than just, “Should I call or email my client?” According to CustomerThink’s Niamh Reed, customer service plans need to be way more versatile than that, especially when a new customer is learning to utilize your product or service.
Are you asking the right questions to gain the most valuable feedback from your existing clients? Sure, you could send them a survey full of questions in the hopes of getting as much information out of your clients as possible. But you know most are going to take one look at that and decide it’s not worth their time. What if you could get the information you need with just two questions?
Everyone focuses on making customers feel happy and appreciated. But do you make your clients feel empowered? Empowered clients are comfortable clients, and comfort leads to loyalty.
It’s happened. One of your clients is upset. How you handle bad situations is going to determine whether your client will decide to continue giving you their business.
Everything seems to be going digital. So, you’d be falling behind if you didn’t make most of your customer service the same way, right? Wrong.
“How easy am I to do business with?” is the question that will either give you exactly how you need to change your customer service strategy, or it will pave the way for the follow-up question that will.