Brand Loyalty - Customer Retention, Keeping the Customer Satisfied
When is good service good enough? If your goal is to Increase Loyalty for your online business, it’s important to set your sites (pun intended) high. In other words, if you haven’t gotten any complaints lately, that’s nothing to crow over. In fact, if your site visitors aren’t inspired to give you unsolicited, positive feedback, their satisfaction level is probably shakier than you think.
Beyond "Acceptable"
Let’s say you run an online order fulfillment house. You haven’t gotten any angry emails from customers – in fact, they seem generally pleased with the promptness of their deliveries, the accuracy of their bills, the clarity of your payment and reporting processes, and the friendliness of your staff. But at the same time, you have no reason to believe that your customers have been amazed by your service.
Under this scenario, your client base is vulnerable. The moment your customers encounter a site that provides truly outstanding service, it won’t matter how many orders you’ve processed successfully. Because you’ve given your clientele no reason to feel loyal to your business, they’ll switch allegiances and go over to your competitors, without so much as a backward glance.
If you don’t want everything you’ve built up to collapse like a house of cards, you need to look beyond expanding your market reach. You’ve got to actively court your current customers, and make them feel like the VIPs they are.
Satisfied customer is a loyal customer
How do you take a ho-hum customer relationship, and turn it into something really special?
First, ask yourself a few basic questions:
- Are your prices are competitive?
- Is your site design clear and attractive?
- Is your branding strategy working?
- Are the "action items" on your site easy to complete?
- Do you respond quickly to customer contact?
If you can say "yes" to all of the above, you’re ready to move on to the next level, and turn satisfied customers into loyal customers. Here are just a few ideas:
- Demonstrate appreciation by offering "added value"
- Communicate pro-actively with customers
- Do your customers favors
- Anticipate customers’ needs
- Bend your rules when asked
And above all…
- Never take your customers for granted.
Conduit Network - Only the Best for Your Customers
Website owners can significantly increase the loyalty of their customers and site visitors by publishing a Conduit toolbar, and offering it as a free download. Conduit toolbars allow businesses to remain in constant, positive contact with their clientele, and to present continuously updated "perks" that make them feel valued. Website owners can show their customers how much they understand and care about their needs, by using the toolbar to announce new products and deals, or to offer original or syndicated digital content in the form of news feeds, blogs, video channels and radio stations.
Sitting in the top of the browser window whenever subscribers are online, Conduit toolbars help you build up a solid relationship – one that transforms "satisfied" customers into the kind of customers you can count on, no matter what new competition comes along.