Even though every April is Customer Loyalty Month, it doesn’t matter when you are taking in this information. Customer Loyalty Month is simply a time to remember how important it is to show a little love to your customers. The reality is that it should be practiced every month, every week, every day – in other words, with every interaction you have with your customers. So, here are a few of my favorite ideas to ask yourself during Customer Loyalty Month – and every other month throughout the year:
- Ask yourself the customer loyalty question: As the customer is working with you, ask yourself, “Is what I’m doing right now with this customer going to get the customer to come back the next time he or she needs what I sell?
- Create confidence by always doing what you say you will do. If you promise you will call someone back in an hour, it had better be an hour. If you have an appointment or meeting, show up on time – not even five minutes late.
- Pick up the phone to check in with your customers. Just check in to see how they are doing. While not necessarily a social call, it’s not about selling something either. This shows you’re as interested in the relationship as you are the business, maybe even more so.
- Don’t forget your “other” customers. The other customers are your internal customers, the people you work with and your suppliers. You want to have a great relationship with everyone you do business with or work with, which includes outside customers, your colleagues at work, and the people who supply you whatever you need to do business. It’s the trifecta!
- Do a Moments of Magic® Loyalty exercise. Every employee is given two postcards (or index cards) and over the next month has to submit the following two examples:
- The employee writes out a short example of when he/she created a positive customer experience for the customer (internal or external).
- The employee writes out a short example of one of his/her fellow employees created a positive customer experience for the customer (internal or external).
These examples should be compiled and shared, perhaps posted in the break room or lunch area for all to see. The best of the best should be put into a document, showcasing great examples of the types of customer service experiences that create customer loyalty.
- Finally, and I always include this one, don’t ever forget to say thank you. It can be in person, on a phone call, in an email, or even a thank you note. Note: Thank you notes are more appreciated than any other expression of thanks.
These are just a few ideas to help you do something customer-focused during Customer Loyalty Month. I’m hoping you’ll come up with a few of your own. Would love if you would share them below.
