Customer loyalty is widely recognized as a long-term driver of business success and value, but how do you achieve it? There are three important steps to achieving customer loyalty if you have already acquired a customer.
1. Recognize what motivates customer loyalty
To keep customers loyal, you must give them what they want. That seems simple enough, but what exactly are they looking for? It’s not always easy to get to the heart of what customers want by simply asking them.
2. Provide your employees with the resources they require to succeed
The vast majority of your employees (95 percent) are not out to annoy customers. They’re simply attempting to do their best. They must work within at least four constraints in order to do their best;
3. Calculate the return on investment (ROI) so that you can invest
Their understanding of what motivates customers to stay loyal
Their abilities and education
They’ll be able to use the tools you’ve provided them with.
What they’re permitted to do
Their understanding of what motivates customers to stay loyal
If you’ve done your homework, you’ll know what’s important to customers; now it’s time to tell your employees.
Finally, you must determine the cost of gaining customer loyalty. Calculate the incremental value you provide by increasing customer loyalty and use that as the “R” in your ROI calculation.
With this knowledge, you can invest in the training, tools, and customer feedback process that is required to build customer loyalty. To learn more, call Cegura Technologies.
