Whether you’re in the business-to-business sector or you work directly with consumers, your organisation relies on the relationships it forges with its customers to distinguish itself from the myriad other companies out there vying for their attention. The best way to do this is to differentiate yourself from all the other options your customers have when it comes doing business; the best way to accomplish this goal is to turn each and every customer into a loyal one.
This isn’t necessarily a difficult endeavor, but it does require a multifaceted approach that needs to be exhaustive when it comes to your own business practices. The truth is there’s no tried-and-true method that will automatically transform your customers into rabidly loyal ones that wouldn’t ever dare of taking their business elsewhere. In fact, the focus should never be on trying to mold your customers into what you want them to be – instead, your focus should always be on how your business can change and adapt to accommodate your customers. In order to help you achieve those goals, here are seven truly outstanding methods for earning the loyalty of your customers and keeping that loyalty for the duration.
Make sure you have the right people working for you.
With your customer service staff being your first point of contact between your business and your company, these individuals need to be the absolute best of the best when it comes to the people who interact directly with your customers.
What this means is that you’re going to have to take a very close look at who you’ve got stationed at the front lines. This isn’t the time to be lax about tolerating a customer service rep that’s been demonstrating unenthusiastic behavior. This doesn’t necessarily mean that you need to go reach for the hatchet, but you can begin to think if there’s another role in your organisation that this service representative might be able to fill better than his or her service role. Only if there’s no role for this staff member to fill – or if you suspect he or she wouldn’t be able to perform the role properly – should you consider going on the hunt for a different employee.
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Keep the skills of your customer service staff sharp.
This can be accomplished in any myriad of ways, according to your particular business needs. In some instances, your CSRs may benefit from some continuing education or a re-training programme to ensure that they’re adhering to best practices. Of course, if the problem is that your training regimen isn’t sufficient in the first place, this is an excellent opportunity to revamp it and ensure that staff both new and old will get the training they need to excel.
If your training system is already a good one, you’re likely to have better overall service levels. However, this doesn’t mean you can’t have incentive programmes to inspire your employees to focus on your customers. Singling out workers for service that goes above and beyond through an incentive program is an excellent way to encourage your staff to increase their attention to customer service, especially if they know they’ll be rewarded.