How to improve your customer loyalty
Customer loyalty is one of the most valuable assets you can attain when running your business. But how do you reach a solid level of customer loyalty?
Is it with freebies? Discounts? New product launches?
The answer is consistently outstanding customer service.
This is because people are social and emotional beings and base their purchasing habits on the emotions that they associate with that transaction.
Data from financeonline.co.uk says that 86% of buyers justify paying more for a great customer experience and that 70% of reviews are based on the customer experience rather than the price.
JudgeService have over 1 million published customer reviews and it’s clear from customer testimonials that standard of service is what people talk about, much more than the cost.
When it comes to unlocking customer loyalty there are 5 main lessons you can implement into your business to keep customer service on top form:
- Cherish your sales team
- Continual coaching
- Use data to identify training needs
- Use technology to empower your team
- Product knowledge
Cherish your sales team
Your sales team or your front of house team are the ones who are out there talking to customers and selling your product/service.
Make sure you look after them, because after all if they are happy the customer will be too.
If you are in the position to be able to offer your team commission on the sales they make, this is a huge motivator for them.
As well as looking after your team, make sure you provide them with the coaching they need to do the job to the best of their ability.
It’s important to keep this training a frequent exercise throughout their employment so that they are always refreshed and confident with their knowledge.
It also enables them to learn new skills and feels like their job provides growth, rather than the feeling of going round in circles which can get people down at work.
Use data to identify training needs
There is no point in training your team in areas they are already excelling in. It would be a waste of their time and yours.
Instead, gather data on your sales team’s performance and easily spot the key areas that require improvement and that all-important coaching.
This will make your team feel like you value their hard work and want them to improve in the sections of their job they might not be so confident in.
Use technology to empower
It’s easy to get stuck in a rut, but there are so many tools and solutions out there, built specifically to help your business make more money!
Use the technology available to streamline your business and make your processes more efficient and deliver the return on investment you were promised.
Your business should run like a well-oiled machine, so delve into how technology might be able to help you! Whether that’s with a lost leads solution or a third-party review and insight tool. Use them!
Your customers want to feel like they are in safe hands when they are buying a product or service from a member of your team.
The best way they can feel confident is if you equip your team with all the knowledge, they could possibly need about what they are selling.
This doesn’t end at how the product or service works; you need to extend their knowledge so they can tell individual customers with all sorts of different needs how they can benefit from what they are selling.
You need them to be able to answer any question a customer throw at them and more.
This way the customer won’t have any doubt in their mind that your team know their stuff, it builds that foundation of trust between the customer and the business that you need to establish the loyalty you need.
How can JudgeService help improve your customer loyalty?
JudgeService’s customer retention tool can support your business with all the above. We can provide your team with the data and insights needed in order for you to provide relevant training, knowledge, and motivation to your sales team.
Don’t let customer defect to your competitors due to poor customer service, make raving fans out of your buyers and increase your customer loyalty today!
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