Does customer satisfaction and loyalty go hand in hand? Even though a customer likes your product and agrees with your pricing, service and everything, to gain the loyalty of the same customer is a question to be contemplated.
We'll discuss how to attain customer satisfaction and loyalty together as a whole in this article:
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Serve with individual care:
Personalized service is one way to attract customers that will bring them into the loyalty bracket! Imagine, you are giving a free service on home delivery when a customer purchases above a particular level, then it is more likely that they'll come back to you again rather than going any where else, whatever the cost might be!
Give them a simple acquaintance:
Getting acquainted with store workers or in an online atmosphere, a dedicated set of employees can provide the customers a unique experience of service and help.
On a live chat, talented and professionally experienced agents can easily catch up with the regular customers and read their needs and acknowledge quickly. Give a thought on this! On the other hand, if you do not employ strong workers, it can backfire.
Facing the competitor game:
Generally, similar product manufacturers compete quite relentlessly on one another. Example is the Pepsi and Coke ads! It was so neck and neck as to who overcomes the other!
When push comes to shove, give your fans the encouragement to fight against the odds. Just in the case of Apple and Windows OS. Once you have learnt the art of picking your right kind of customers it doesn't take long to make them your loyal followers of your product.
Show your full Liability:
A better approach enforced by Robert S Kaplan and David P Norton is planning a strategy that will take loyal customers to show your liability that will understand the requirements of stakeholders in a more coordinated fashion in comparison with the company's values.
It gives you a neutral progress card of the company telling the decisions and operational methods from mainly addressing four points:
Customer perspective
Financial perspective
Internal process
Employee perspective
This way, it focuses on each and every employee's performance and its consequential results. Because if a customer service guy maintains his own feedback list and the results of which co-ordinates with financial results of the company or the way it impacts the other sectors ideally speaks for itself the commitment and liability displayed to measure customer satisfaction and loyalty of the customers.
Customer Satisfaction and Loyalty:
The rating scorecards that a company follows is the statistical data that'll create vibrations among the employees.
Therefore, creating an exhaustive customer satisfaction rating score that gathers data on various aspects of the call will give you the idea of a satisfied customer what he's actually looking for.
Administering the customer behaviour, for example, data on speed of service, problem solving competency etc. plays a major role in measuring the customer service and the resultant satisfaction achieved.
Zopim is a good example which gives a organized Analytics facility to measure customer behaviour. You can see details of the chat sessions such as duration, missed sessions etc.
Now, based on the above measures, how do you attain or understand customer loyalty.
Though it is impossible to measure loyalty through any statistical data, there are certain barometers which spells you about its quality such as customer retention, advocacy rate etc.
Data collection methods enable the differentiating factors among customers who are really promoting/advocating or whether they are really distractors?
Another way is to observe the customer's behaviour. This can be possible by viewing their loyalty card results, social media interaction etc.
Finally, does customer loyalty programs work? Yes, it works to the extent of customers participating without much undue pressure at the same time they understand the benefits of a discount offers and things like esteem also adds a positive value.
On the other side, researches display the fact the amount of conscious effort put in to cash in on the loyalty programs have not worked much to the expectations.
