{"id":9059,"date":"2024-04-17T23:32:28","date_gmt":"2024-04-17T20:32:28","guid":{"rendered":"https:\/\/petstoday.gr\/?p=9059"},"modified":"2024-06-06T01:10:56","modified_gmt":"2024-06-05T22:10:56","slug":"improving-customer-loyalty","status":"publish","type":"post","link":"https:\/\/petstoday.gr\/en\/improving-customer-loyalty\/","title":{"rendered":"Improving customer loyalty"},"content":{"rendered":"

Want a surefire way to make your business perform better? Give your customers a reason to form an emotional connection with your company.<\/em><\/p>\n

Good customer relationships are based on customer experience\u2014what it\u2019s like for people to do business with you. According to research, that experience is all about how you exceed customers\u2019 expectations. \u201cResearch shows that just \u2018satisfying\u2019 customers isn\u2019t enough to guarantee they\u2019ll come back,\u201d \u201cYou need to go above and beyond. That\u2019s true whether you run a coffee shop where regulars want to feel like a part of the family or wholesale company whose customers demand high quality and responsive service.\u201d So how do you exceed expectations<\/strong>?<\/p>\n

Here are six tips offers to get you started.<\/p>\n

1. Understand what your customers\u2019 value<\/strong><\/h4>\n

To find out what your customers value, always listen to what they say and how they say it\u2014and adjust your approach to match their expectations. Some people will want a lot of personal contact with your business. Others may not be interested in getting too much attention: They just want to call you up, place an order and get on with their day. Some will be very price-conscious while others will be looking for all the bells and whistles. Do your best to keep listening.<\/p>\n

2. Show you genuinely care<\/strong><\/h4>\n

As a general rule, people want to connect beyond the professional level. That\u2019s why it pays off to be friendly and personal. Find out what you have in common with customers and engage on that subject; follow up on key details; ask about their kids or wish them a happy birthday on the day. Some people naturally retain those kinds of details but if you don\u2019t, just write them down in your contact list. The key is to always be authentic. \u201cCustomers can tell when you aren\u2019t being genuine,\u201d. \u201cIf being a \u2018people person\u2019 isn\u2019t your strong suit, think about hiring someone who is.\u201d<\/p>\n

3. Adapt to their pace<\/strong><\/h4>\n

If a customer picks up the phone and is clearly in a hurry, don\u2019t slow them down with small talk and pleasantries. But if a customer calls and wants to chat, make sure you don\u2019t rush them off the phone.<\/p>\n

4. Let your brand be your guide<\/h4>\n

Your branding and marketing make a promise about customer experience and your organization as a whole\u2014and it\u2019s essential to deliver on that. If you claim you\u2019re always there for customers but people can\u2019t get beyond your voicemail when they call you, then you\u2019ve failed to meet your promise. The promises you need to keep are closely related to your organization\u2019s unique value proposition. Think of a membershipbased wholesale retailer versus a boutique, high-end technology shop. While the customer experience could not be any more different\u2014a giant warehouse versus personal, attentive service\u2014both are delivering exactly what their customers expect to receive. Make sure all your customer-facing employees are on the same page. \u201cEven if they have experience from somewhere else, they can\u2019t approach their job the same way,\u201d. \u201cThey have to reflect what your organization stands for.\u201d<\/p>\n

5. Model the behavior you want to see<\/strong><\/h4>\n

The way you treat your employees shows them how they\u2019re supposed to treat your customers. If you\u2019re always trying to cut costs, your employees may assume they shouldn\u2019t be offering discounts or adding value in other ways, which can go a long way toward exceeding customer expectations.<\/p>\n

6. Remember that relationships are built over time<\/strong><\/h4>\n

Research shows that while it\u2019s important to go above and beyond, \u201cYou don\u2019t need to hit a home run with every conversation.\u201d He notes that some companies use customer relationship management (CRM) software to help manage their relationships over time. While these can be helpful, especially in larger businesses with formal customer relationship programs, they aren\u2019t necessary to deliver exceptional customer experiences. \u201cThe most important thing is to be conscious of the experience you\u2019re delivering, and to deliver it consistently<\/em>,\u201d<\/p>","protected":false},"excerpt":{"rendered":"

Want a surefire way to make your business perform better? Give your customers a reason to form an emotional connection with your company. Good customer relationships are based on customer experience\u2014what it\u2019s like for people to do business with you. According to research, that experience is all about how you…<\/p>","protected":false},"author":2070,"featured_media":9056,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[52],"tags":[837,934],"class_list":["post-9059","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-en","tag-customer","tag-marketing-en"],"acf":[],"yoast_head":"\nImproving customer loyalty - Pets Today<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/petstoday.gr\/en\/improving-customer-loyalty\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Improving customer loyalty - Pets Today\" \/>\n<meta property=\"og:description\" content=\"Want a surefire way to make your business perform better? 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