Knowledge - Special subject

Raw materials for customer loyalty

A big challenge for any business that is customer retention. Although maybe too old but never admit to that: the cost of acquiring a new customer is much greater than retain an old customer.

Strategy build customer loyalty

The combination of 8 key elements for a strategy of build customer loyalty will bring unexpected results.

1.    Credibility

Reliable element formed from the claims, the product or service consistency.

The holiday season is an opportunity for many companies expressed their entrepreneurship. Unfortunately, many ecommerce retailers failed the credibility test. About 17% of consumers said recently that more and more irrelevant elements to their online shopping during online.

Trust creation of the next business transactions with customers. Be a role model for credibility in your field by assuring your customers that they will receive the same quality as other best in each transaction with you.

2.    Trust

Credibility of your business will soar when you do exactly what you said at all times. Avoid ambiguity or any disguise. Your customers understand the need to be profitable, so do not try to imply that you do business just for fun. Give clear values and remind your customers about these values.

3.    Enthusiasm and responsibility

Share it with a sense of urgency of the customer. Please give customers easy access to the information they need, such as delivery schedules, tracking transport... Make use of the internet for this task if possible (everyone would expect such access). Also, you should consider how these successful businesses today are doing: To ensure customers can access those employees "in the flesh" in the event of bottlenecks arise.

One strategy placate disgruntled customers is essential. Make sure all employees are aware of the value of each customer. Train your employees how to solve the customer's anger, even the short-term costs can be quite high. Empower employees to make appropriate decisions properly with the needs of the customer, not your company.

4.    Disclosure of sympathy

Please evaluate the emotional and reflective of our customers. If the customer who is anxious or nervous, reassure them. If customers excited about the product, please share this sentiment with them through comments, voice, and other body language. Let's use their own words to reaffirm your faith sharing.

You need to listen to customers, discovers the keywords and use these clues to establish relationships. If a customer shows interest in picture, let them see the image information; If the hearing concerns, let them hear the information; If the emotional concerns, give them a chance to feel the product or service.

5.    Recruiting good employees

Please select the staff in direct contact customer sentiment based on ability rather than technical skills. The best is still the employees have a good working attitude and upbeat personality. Then, you can teach them the necessary work skills.

The "recruitment" of good employees from other companies as well as an appropriate solution. If you receive an excellent service from someone, be interested in offering them a position in your company. Let's build a profile of such candidates. Approach potential employees, rather than waiting for them to file on your company profile.

6.    Continuous training of staff

Any business that needs a continuous training process. This demand is not only the formal classroom training but also need to be built around the skills necessary for the success of your business. Give staff in the process of designing the curriculum. Ask what they like to learn more about the problem, and then identify the most appropriate training resources.

7.    To provide our employees feel they belong to the company

You need to remember that employees are internal customers and gaining their loyalty will be very important. Invite them to participate in building the development strategy of the company or the efforts to improve quality. Use their comments. Put them in the decision-making process.

Also, you need provide sufficient information to employees. Trust them through empowerment data access critical information. Do not create a too strict censorship. Treat them as the real owner of the company. Your employees will treat customers right so. Let's build partner relationships respectfully.

8.    Simplify things for Customers

Look for things that make it difficult for customers and solve them. These efforts to reduce our customers work papers (especially the duplicate sample form) is essential. You need to constantly simplify things for customers. Be interested in the solution for customers to choose. Ask the customer to know about what is useful and what to leave.

The application of the "material" in the customer strategy will help your business improve the percentage of loyal customers. And the successful customer retention is a significant opportunity to boost profits.

 

Source: kinhdoanh

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