In order to take full advantage of the value of customer retention, you need to find ways to exceed the expectations of your leads and customers.
Loyalty from your customers will depend on how well you can show them that you’re different in a very good way and that you’re far and away the best option for them.
There are a lot of ways to make this happen, but we’ll discuss 4 ways to improve your customer loyalty.
Start some customer loyalty fireworks with these ideas
1. Surprise your leads and customers
This one’s a bit vague, I know, but only you can determine what will specifically surprise your leads and customers.
For some, it can be as simple as offering very friendly and personal customer service, because it’s still not a very common thing or a lot of businesses.
For others, it might be going the extra mile to make your customers feel important or appreciated.
Take the example of the Southwest Airlines flight attendant who set out to create a whole comedy routine around the pre-flight safety announcement.
That was surprising and brought the notoriously monotonous travel experience to a whole new level.
2. Get personal.
Don’t become one of those monolithic enterprise companies that can’t tell a human customer from an ant in an anthill.
And don’t run your business like one, either.
Your customers are your lifeblood and if you want them to be loyal to you, you have to be loyal to them and treat them like kings and queens.
To do that, you need to develop your customer relationships by taking full advantage of CRM features. Those will help you create an environment where your customer relationships can flourish.
And get down and dirty every once in a while. Make personal calls to customers to ask how they’re doing, how your service was, if there was anything they would have changed, or if you can make anything better.
Making the customer a part of your company will make them feel more important than ever and will stick with you until the end.
3. Provide speed, communication, and quality.
People are used to things getting done.
Aside from the occasional flake or scam, jobs generally do get done at some point.
But the ones they remember the most are the ones that not only finished on time or before the deadline, who’s crew kept them up-to-date on the goings on, and who’s quality of work at the end was shining.
You have a real opportunity to blow their expectations out the door with fast, reliable, communicative, and quality service that outshines your competition.
Providing that will assure that you’re the first one on your customers’ minds when they need more work done in the future (and they will).
4. Try your own sales and support processes out.
You set up your process for your customers, most likely because it works well for your team.
But have you ever tried your process from the customer side?
Have you ever tried calling your own phone number and requesting your product or service?
First-hand experiences can give you a whole new perspective on the established order you’ve created and, while you might not find a broken or flawed system, you’ll probably find things all over that you could improve every step of the way.
Take some time to go through your own process from the perspective of the customer and you’ll be able to build a stronger, leaner, more perfect process for new leads coming in.