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Casual Articles - Customer Loyalty – The Key to Business Success
That little tag line under your signature has a distinct purpose, and you can use it to your advantage. Whether you’re signing an email, a letter, or a blog post, your signature tagline should be brand specific. It should tell your reader who you are, what you do, and why you’re an expert.After many years of education, those who have earned them often settle for tagging on PhD. after their name to alert their adoring public that they know what they’re talking about. Years of experience give you the same kind of knowledge, experience, and expertise, and you have g
Taking the trouble to contact your customers will reinforce the message that you want their custom. But don’t forget – take action on what you find out!
Be a ‘Can Do’ Business
Customers like nothing better than a business which delivers on even the most difficult of requests. ‘Can Do’ businesses will always have loyal customers. Train your staff to never use words like, “Sorry but …”, “It’s not my fault”, “Its company policy”. Be a business where solutions are always looked for and problems seen as challenges.
Look After The ‘Golden’
Due to the drought issues which persist still in many states we are seeing the emergence of a new type of car wash in America; one which is indeed quite healthy for the environment. Some car washes are now recycling 90-95% of their wash water, yes that means the water is used over and over and the filters are getting clogged. The POTWs; Publicly Owned Treatment Works must accept high concentrated wastewater once the reclaim tanks are dumped. The smell this creates is also a big deal. In a full service carwash, which there are about 20,000 in the US they will have problems with these ne
Research has shown that 65% of customers say they are loyal. You may be happy with this but you shouldn’t! Satisfied customers are in a state of nothing – they are neither issatisfied or happy; they are in between. They will tolerate you while you are of use to them but if a better deal comes along, they’re off.
On the other hand, loyal customers are your friends. They will be with you through thick and thin; they will be the first to try out you new product; they willing give you honest feedback; they will regularly refer business to you. This is what you want! But how can you turn a satisfied customer into a loyal one?
Let Them Decide How to Do Business With You
Today customers are a lot more sophisticated in how they want to do business. If your product or service lends itself to be offered via a number of different means, then give your customer the option.
Can you deliver face-to-face? What about telephone services? Could you make use of SMS texts for quick notes and reminders? Do you have a web site through which customers can contact you or even make orders on-line? If you provide a variety of delivery channels which are available to suit the customer’s needs then they are more likely to stay with you.
Build a Relationship
Loyalty can only be achieved if you have a true relationship with your customer. Aim to build rapport. Understand who are dealing with you and understand what they are looking for. Keep in regular contact with them; you don’t necessarily have to be selling something. Always use their names, especially their first name if you can. All of this will help in building a long term relationship. Once you have this, they are less likely to walk away.
Generate Staff Loyalty
How can you cultivate a loyal customer if your staff are not loyal to the business? You must have staff who care for the job and will do anything to protect and move the business forward. Customers will be more loyal if they see familiar faces. A business with a high staff turnover will find it difficult to build a relationship with their customers. Treat your staff well. Reward their successes and recognise their achievements. Hold regular training sessions so they feel they are learning and developing. An established training programme will also make sure that their product knowledge is up to date.
Seek Out Complaints
This sound strange but the average customer has to be encouraged to complain! Many will keep quiet about poor service but if they can find someone else to do their business with, they will. Set up a clear complaints procedure so customers can complain if they wish. Provide staff with the tools to effectively deal with customer problems. Follow up all complaints to ensure that they have been resolved.
Take an Interest
Show your customers that you are interested in their views. Run regular surveys to find out what they think of your service, to find out what you can do differently. You can either carry out a survey over the telephone, or go as far as doing a mailing to all your customers.
Taking the trouble to contact your customers will reinforce the message that you want their custom. But don’t forget – take action on what you find out!
Be a ‘Can Do’ Business
Customers like nothing better than a business which delivers on even the most difficult of requests. ‘Can Do’ businesses will always have loyal customers. Train your staff to never use words like, “Sorry but …”, “It’s not my fault”, “Its company policy”. Be a business where solutions are always looked for and problems seen as challenges.
Look After The ‘Golden’
You are sitting at your desk, reading your email and open the latest missive from your boss. Once again the bonehead has come up with a new direction for your company. You clear your throat and ask the person next to you "Have you seen what the idiot has sent us now?." In the cafeteria you sit with your co-workers grossing about how stupid this company is. But this doesn't just happen today. Everyday you find yourself at odds with the management. And while you have always been a "good soldier" and done exactly what was asked of you, you can't help but let your feelings be known.Or
Let Them Decide How to Do Business With You
Today customers are a lot more sophisticated in how they want to do business. If your product or service lends itself to be offered via a number of different means, then give your customer the option.
Can you deliver face-to-face? What about telephone services? Could you make use of SMS texts for quick notes and reminders? Do you have a web site through which customers can contact you or even make orders on-line? If you provide a variety of delivery channels which are available to suit the customer’s needs then they are more likely to stay with you.
Build a Relationship
Loyalty can only be achieved if you have a true relationship with your customer. Aim to build rapport. Understand who are dealing with you and understand what they are looking for. Keep in regular contact with them; you don’t necessarily have to be selling something. Always use their names, especially their first name if you can. All of this will help in building a long term relationship. Once you have this, they are less likely to walk away.
Generate Staff Loyalty
How can you cultivate a loyal customer if your staff are not loyal to the business? You must have staff who care for the job and will do anything to protect and move the business forward. Customers will be more loyal if they see familiar faces. A business with a high staff turnover will find it difficult to build a relationship with their customers. Treat your staff well. Reward their successes and recognise their achievements. Hold regular training sessions so they feel they are learning and developing. An established training programme will also make sure that their product knowledge is up to date.
Seek Out Complaints
This sound strange but the average customer has to be encouraged to complain! Many will keep quiet about poor service but if they can find someone else to do their business with, they will. Set up a clear complaints procedure so customers can complain if they wish. Provide staff with the tools to effectively deal with customer problems. Follow up all complaints to ensure that they have been resolved.
Take an Interest
Show your customers that you are interested in their views. Run regular surveys to find out what they think of your service, to find out what you can do differently. You can either carry out a survey over the telephone, or go as far as doing a mailing to all your customers.
Taking the trouble to contact your customers will reinforce the message that you want their custom. But don’t forget – take action on what you find out!
Be a ‘Can Do’ Business
Customers like nothing better than a business which delivers on even the most difficult of requests. ‘Can Do’ businesses will always have loyal customers. Train your staff to never use words like, “Sorry but …”, “It’s not my fault”, “Its company policy”. Be a business where solutions are always looked for and problems seen as challenges.
Look After The ‘Golden’
Materials created through the tanning of hides, pelts and skins of animals, are known as leathers. An important clothing material, leather also has other uses. Leather together with wood formed the basis of much ancient technology. Leathers with the furs still attached are called furs.There are various forms of leather. Some of the form are Vegetable-tanned leather, Alum-tanned leather, Rawhide, Boiled leather, Chrome-tanned leather and Brain-tanned leather. Leathers are mainly of three types namely Full-Grain Leather, Corrected-Grain Leather, and Suede.Full-Grain Leathers
Generate Staff Loyalty
How can you cultivate a loyal customer if your staff are not loyal to the business? You must have staff who care for the job and will do anything to protect and move the business forward. Customers will be more loyal if they see familiar faces. A business with a high staff turnover will find it difficult to build a relationship with their customers. Treat your staff well. Reward their successes and recognise their achievements. Hold regular training sessions so they feel they are learning and developing. An established training programme will also make sure that their product knowledge is up to date.
Seek Out Complaints
This sound strange but the average customer has to be encouraged to complain! Many will keep quiet about poor service but if they can find someone else to do their business with, they will. Set up a clear complaints procedure so customers can complain if they wish. Provide staff with the tools to effectively deal with customer problems. Follow up all complaints to ensure that they have been resolved.
Take an Interest
Show your customers that you are interested in their views. Run regular surveys to find out what they think of your service, to find out what you can do differently. You can either carry out a survey over the telephone, or go as far as doing a mailing to all your customers.
Taking the trouble to contact your customers will reinforce the message that you want their custom. But don’t forget – take action on what you find out!
Be a ‘Can Do’ Business
Customers like nothing better than a business which delivers on even the most difficult of requests. ‘Can Do’ businesses will always have loyal customers. Train your staff to never use words like, “Sorry but …”, “It’s not my fault”, “Its company policy”. Be a business where solutions are always looked for and problems seen as challenges.
Look After The ‘Golden’
If you’re a sales professional and have had at least on career misstep, how do you deal with that when you’re interviewing for your next great job? This is an important question because we interview top sales candidates all the time and while there are many people who have had a smooth career without any bad decisions or failed startups, inevitably, most people have probably encountered some difficulty in their career along the way, particularly if they’re risk takers. Those of you who have worked in startups for most of your life in particular can appreciate this. As we know, 8 out o
Seek Out Complaints
This sound strange but the average customer has to be encouraged to complain! Many will keep quiet about poor service but if they can find someone else to do their business with, they will. Set up a clear complaints procedure so customers can complain if they wish. Provide staff with the tools to effectively deal with customer problems. Follow up all complaints to ensure that they have been resolved.
Take an Interest
Show your customers that you are interested in their views. Run regular surveys to find out what they think of your service, to find out what you can do differently. You can either carry out a survey over the telephone, or go as far as doing a mailing to all your customers.
Taking the trouble to contact your customers will reinforce the message that you want their custom. But don’t forget – take action on what you find out!
Be a ‘Can Do’ Business
Customers like nothing better than a business which delivers on even the most difficult of requests. ‘Can Do’ businesses will always have loyal customers. Train your staff to never use words like, “Sorry but …”, “It’s not my fault”, “Its company policy”. Be a business where solutions are always looked for and problems seen as challenges.
Look After The ‘Golden’
Yes… Thousands of people are working from home making money on the internet. It’s a cold world out there now, and on the surface all we can see is scams. Working from home has been targeted by desperate people wanting the secure monthly income ‘Dream’.Well… You can do it, you just have to eliminate the scams and be smart enough to uncover the real working from home schemes. From the research I have done it seems that most genuine schemes involve affiliation.Stop… affiliation! Lets simplify this one… affiliation is nothing but telling people about something.Don’t get
Taking the trouble to contact your customers will reinforce the message that you want their custom. But don’t forget – take action on what you find out!
Be a ‘Can Do’ Business
Customers like nothing better than a business which delivers on even the most difficult of requests. ‘Can Do’ businesses will always have loyal customers. Train your staff to never use words like, “Sorry but …”, “It’s not my fault”, “Its company policy”. Be a business where solutions are always looked for and problems seen as challenges.
Look After The ‘Golden’ Customers
The old 80/20 is likely to apply to your business – 80% of your sales or profits are likely to come from just 20% of your customers. Work out who your top 20% are and love them to death! Why not concentrate on turning the remaining 80% into loyal customers? Well, the 20% have already shown that they trust and respect you. A little more effort with these customers will reap more business than concentrating on the ‘maybe’s’. By all means, run a programme to convert the ‘maybe’s’ but put more effort into the converted.
So, there you have it. Some ideas and tips on how to build and keep loyal customers. Take a critical look at your business and put a loyalty building programme in place, which will boost sales and profits.
© Robert Warlow Small Business Success
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