SALES AUTOMATION
Articles
Customer care: a guide on building loyalty
Invesp shares that acquiring a new customer can be 5 times more costly than retaining an old one, suggesting that focusing on customer care to increase loyalty is a great way for businesses to grow while saving costs. In this article, we will look at the different methods businesses use to provide invaluable customer care to their clients which will increase their customer loyalty.
What is customer loyalty?
Customer loyalty is when a customer of a business chooses to consistently shop at that company instead of its competitors. This is the customer is being loyal to a business and its products or services, meaning this business has now retained this customer. Customer retention is great for businesses as it will lead to more sales and consistent revenue streams. FinancesOnline shares that 52% of customers will go out of their way to purchase from brands they are loyal to, suggesting it is a very important factor for businesses.
What is customer care?
Customer care describes how a business treats its customers when they interact. A business with good customer care by providing them with a good memorable experience while building a rapport with them. By giving customers good quality care, your business will be able to build solid long-term relationships with them and increase their customer loyalty. This is great for a business, as MarkinBlog shares that loyal customers spend 67% more than new ones, having great effects on a business’s revenue and profitability.
Provide excellent customer care
This section will look at the different factors your business should consider when trying to provide excellent customer care.
Understand your customers’ needs
To provide excellent customer care your business must fully understand your customers’ needs. The best way for businesses to achieve this is by having in-depth conversations with clients about their needs and requirements to get a good understanding of how to help them. The atmosphere created in these interactions also plays an important role in the customer care you provide, as you should aim to create a safe, trusting and helpful atmosphere for clients to want to return to your business for future purchases.
Celebrate your customers
A great way to care for your customers and show appreciation for them is to celebrate your customers at every opportunity you have. This can include personalised communication with emails or texts or photos and more. Highlighting milestones that you and the customer share is a great way to build a strong relationship with your clients as it shows togetherness and appreciation for your customers. This will help increase your customer loyalty to drive more sales and revenue generation. For example, send an anniversary email a month or year after a purchase is made to always keep them engaged and celebrate them being a part of your business.
Go the extra mile
If your business consistently goes the extra mile with clients, it is a fantastic way to provide great customer care. Going the extra mile for your customers can involve a sales representative contacting a customer post-purchase to see how their problem has been solved, offering them extra help and more.
Incorporate active listening into your approach
Active listening is when you are prepared to listen to both what the customer says verbally and what they say with their body language. This attentiveness will help your business form a better connection with clients and adjust where necessary to provide them with better customer care.
The Benefits you will get from excellent customer care
Here are the key benefits your business will get from providing clients with excellent customer care:
Increased customer loyalty – Retain your customers so they make repeat purchases, helping you generate a consistent revenue stream and boost your growth
Be more competitive – Customers will be more inclined to go to your business rather than your competitors as they will have a better relationship with you and feel more comfortable purchasing your products and services compared to others
Improve your brand image – Customers will share their good experience with your business which will help your business have an improved brand image
Attract new customers – Loyal customers are a great opportunity to get referrals and attract new customers through word of mouth, helping your business grow and generate more revenue
How to improve your customer care
You can improve customer care for your business by introducing:
Regular coaching – Coaching is a great way to help your team members become better at providing customer care. Here, you will be able to spot areas that your sales representatives can improve on with their customer care and help them improve to increase your customer loyalty. During coaching, role-play scenarios can be a useful tool to see how your sales representatives give customer care to clients in different situations.
Collecting and adjusting to feedback – You will not be able to improve aspects of your business if you do not know where to improve. If you ask for feedback from customers, you will be able to find out the areas of your customer care that you are able to improve upon in the future. This will help gain trust between your business and customers and obtain more loyal customers.
Provide excellent customer care with TEB
TEB is a sales automation CRM software that will help your business provide excellent customer care to your customers to increase customer loyalty and drive your sales. TEB will help your business achieve this with standout features such as:
- Customizable workflow – Add customer care stages in your workflow e.g., sending a post-service email to keep customers engaged after a purchase.
- View the entire customer storyboard – Get a great understanding of your customers by viewing their entire sales journey with your business, helping you identify where customers are being lost and how you can provide them with better care.
- Attach notes to customers – Share important information amongst team members that can help sales representatives provide better customer care to your clients.
- Generate custom reports on customers – Generate custom reports to pinpoint customer details that will help your business provide excellent customer care to your clients.
Book a demo with us where we will show you how all of these features, and many more, will enhance your business and drive your growth.
Explore TEBillion Insights
Building a roster of repeat customers, a guide
- 342
