How to increase customer loyalty

Quote:

Originally Posted by Thomas

Not just repeat business but prospects sticking with you instead of jumping around from agent to agent when they're shopping around.

Continual support!

I'm not sure what business you are in, but this is my procedure to give me the best chance is retaining my customers after they've committed to me;

1. Reminder call, prior to getting their cable television connected I'll phone or text the client to remind them about their upcoming installation the next day (aka do this the day before their due connection date). This is to eliminate any last minute cancels and gives me 1 extra shot at keeping them in case they get cold feet.

2. Follow up call, after installation I call or text to see how they are going with their service. With any new product, the customer always has a positive attitude and appreciative about the follow up. This is to show my commitment on continual support, weed out and problems that may have occurred during install and keep my name fresh in their mind when associating the product to their friends.

3. Check up and referral, a week after install again another call or text to see how everything is going, to offer any further support or queries and then drop our referrer scheme. This is to offer our referrer deal and to keep my name and shop location still in a positive light with the customer.

Thank you to everyone who answered. I appreciate the help!

Quote:

Originally Posted by Thomas

What secrets or tips do you have for increasing customer loyalty?

Be part of the vision process, help the customer identify and clarify a solution - even if you don't provide that solution. When you do this you'll increased customer loyalty.

I work at a grocery store and have some really loyal customers we see everyday. The prices in the store are not the best in the area and considering we have a Monster grocery store right next to ours that starts with wal and ends with mart...we still maintain our customers coming in everyday.

I have seen that learning names is a BIG BIG step. If you see this person a lot, you better know that persons name! this is kinda hard for me seein how i am a faces/not names kinda person.

Before i start throwing products in the customers face i have a talk about their day and show concern for the customer and what needs they may have and when they least expect it the suggestive selling starts to come out and theyre pickin stuff off the shelf that they think they need. I find that if the customer puts up this "i will not buy anything i dont need or want" shield if they even get the hint that youre being the annoying salesman.

I guess as simple as it is...everyone is lookin for a buddy where they go spend their money...someone that will help them make choices on how to spend it and knows the secrets of the business and LOOKS like he/she knows what thyre talkin about at least hehe. This seems to work for me!

Ant

Under promise and over deliver.
Develop a great Monthly Newsletter.
Visit often.
Remember Birthdays.
Take them to lunch.
Conduct quarterly account reviews with them.
Act with their best interest in mind.
Mail handwritten "Thank You" notes.
Let them know how much you appreciate their business.
Nick Moreno
National Sales Center

Quote:

Originally Posted by Thomas

What secrets or tips do you have for increasing customer loyalty?

That's simple,Thomas: Create an EXCEPTIONAL CUSTOMER EXPERIENCE.

To me, that is the ONLY answer to that question. If you're not sure how to do it, do a little reading on Nordstrom. You'll find it very inspiring.

Quote:

Originally Posted by Rainmaker

That's simple,Thomas: Create an EXCEPTIONAL CUSTOMER EXPERIENCE.

Incidentally, this is also the ONLY way to get referrals--which come from customer loyalty.

How to increase customer loyalty

Customer Service Forum