How to Create and Sustain Customer Loyalty
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How to Create and Sustain Customer Loyalty by iridize
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Creating and sustaining customer loyalty is first and foremost about building a unique, personal relationship with your customers. This requires attentiveness, sensitivity and providing the best customer service possible. So how to go about doing that?
Transcript of How to Create and Sustain Customer Loyalty
The Data
Good customer service is like marriage: after the
romancing of the sales is over, it’s time to start the
real work on the relationship.
An ancient tech-support proverb
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We’ll let you in on a trade secret…
Customer loyalty is not “generated”
– it’s earned
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Why does it matter?
Customer loyalty is key to building a
sustainable business
customers won’t develop loyalty to
a PRODUCT – provide a SERVICE worthy of loyalty
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Think UX when designing the CEX
In the webapp world,
user experience is a guiding principle
in designing user interface
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Core elements in UX:
Consider: navigation ease of use intuitiveness minimizing resistance
points
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Or, in other words:
Observe your customers’ response to the service process and see what needs changing.
There are no metrics for customer
frustration, so use your soft skills
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Analyze your flow to bits
Design a customer support process that makes sense: No repetitiveness Sequential flow of questions Get straight to the point –
save the contact info for last
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Reminder:
You’re building a relationship – so build a relationship
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How would you address a friend?
Personalize
NO Annoying Intrusive Fake familiarity
YES: √ Earnest
√ Sensitive √ Like… a first date
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Everyone is using CRMs
…but don’t mistake that
for relinquishing privacy.
Today, customers expect
you to know EVERYTHING about their interaction with your
company… iridize.com
Frankness and transparency should go both ways:
Creepy: “This specific
purchase you made on this exact date and time…”
Tactful “I see here that you’ve purchased…”
Demand what you provide
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Customer Support is critical
Go all out on support options. Spare no expense.
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The 360 degree support options
Phone support
Walkthroughs and
on-page guidance
Tutorial videos
Detailed knowledgebase
It is YOUR job to consider all the different user types in your customer base
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What’s in it for you?
This approach is also beneficial
for you, the provider: providing
self-service help options
helps reduce incoming customer support requests
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Why Iridize Mobile? It’s Been a Pleasure
We hope that was helpful! Read more about optimizing onboarding and customer service in our blog Or contact us to request a demo.
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Icons in this presentation made from Flaticon.com: Freepik by
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