We often speak of customer loyalty as the holy grail in customer service and marketing. But, does it really exist today?
I really don’t think it does. However, it is possible to get to some approximation of loyalty. We can ensure that our customers’ experience with our organisations do more than meet their expectations. We can also see to it that our customers find it pleasurable to deal with our organisations and want to come back on an emotional level.
The 5 Ways to Make Customers Want More
Your customers will never be this loyal.
Respect
First and foremost, respect your customers. Don’t just pay lip-service; truly respect them
This includes honesty and integrity; without them there is no respect.
Do you feel respected when someone lies to you or omits part of the truth? Why would it be different for your customers?
Trust
We all try to do what’s needed to get our customers to trust us. But do you trust your customers? Or do you make them jump through hoops whenever they have to deal with you?
Trust is the basis of our relationships. All relationships. But it has to work both ways; it is a relationship and not a one-way transaction.
Passion
Do you love what you do? How about everyone else? If the answer is “no”, some introspection is required.
Commitment
This is linked to passion. If you and your team love what you do, you’ll be committed to excellent service.
Commit to delivering what you say. And, take responsibility for any hiccups along the way. Not all customers will notice but those that do will love you for it.
Easy
Make it easy to deal with your organisation. After all, your customer is coming to you to solve a problem. They don’t need you to add to it.
Now Act!
Go out there and look at how your business/division/department is run. Are any of these five ingredients missing or incomplete?
So what are you going to do about it?
It’s actually simple, just remember that your customers are human beings and you want to maintain a great relationship with them.
Cheers!
Eric
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photo credit: jessiejacobson
