MJ Gonzales │ExecutiveChronicles.com
Customer loyalty has many benefits like it makes businesses stay afloat even in non-peak season and help their cost-cutting programs. Furthermore, customer loyalty manifests good image of a company that makes it easy to market. Thus if customer loyalty is important, it is good to find way how to maintain it. How? Offer them great customer service experience.
According to business.gov.au; “Customer service relates to the service provided to customers before, during and after a purchase.” The site added that its one secret to success for businesses if they can provide it with their existing, new and prospect clients. Though customer service entails additional cost and effort, investment on it is worthy. Customers tend to buy more products and share their positive good experience about a company. Furthermore, companies can counter customers’ hesitations with it like instead of cash refund they just buy or try other products.
Meantime, Salesforce shared that approaches in customer service may differ depending on companies’ stands and the kind of industry they belong. Thus, good customer service is a case to case basis. However they shared that not keeping your clients wait, providing transparency about your transactions, simplifying how you can help them, and build their trust in you are the basic rules. They also added that live chat and giving information when customers need it help a lot.
“If you can provide the customers what they’re looking for, when they need and expect it, then that trust built between your company and the customer will evolve into invaluable customer loyalty,” a Salesforce’s tip.
On the other note, BI Norwegian Business School shared that poor customer service doesn’t only sure reason for clients to leave a store. They also become more critical in assessing a company’s recommendations so when they find other alternatives they switch immediately.
“These customers tend to feel that they miss out on benefits that other customers receive, they become less satisfied, and develop weaker ties to the service supplier in terms of financial, rational and emotional attachment, according to the paper,” BI imparted.