Building customer loyalty by understanding their needs
To put in place an effective customer loyalty technique , we advise you to focus on your customers’ expectations by establishing a two-way dialogue. Customers are generally interested in new products that adapt to the digital age.
To better understand customer needs, you need to identify their motivation for a product or service, which could be the price, the promotion, the quality, the trend effect, etc. This is a crucial stage in building customer loyalty.
How can you build customer loyalty by developing your customer experience?
Customer experience refers to all the interactions such as the emotions and feelings felt by customers when making a purchase. It plays a very important role in driving your customer loyalty strategy.
To do this, we suggest that you :
- Get to know your target audience by collecting as much data as possible from Review Management (customer reviews) or Customer Relationship Management (CRM);
- Adopt a “Customer Centric” corporate culture that values your customers;
- Personalise the customer journey by creating “buyer personas” and relying on automation.
Offering a quality service, a good way of building customer loyalty
Quality of service means speed, responsiveness, customer service skills and after-sales service.
Here are our top tips for a successful customer relations policy.
- The flow of services between sales and customer service must be well organised to ensure that the customer’s request is resolved immediately.
- The communication tools set up within your company must remain active and contactable: telephone, e-mail, social networks, website, etc
- Outsource customer service to an employee who works in your customer’s favour. Among other things, our call centre can help you to build customer loyalty with confidence.
- On public holidays and at weekends, set up a chatbot to respond to your customers in real time. This is an effective customer satisfaction tool used by many companies.
- Offer your customers “self-service” such as tutorials, tips, access to instructions for use, etc
Customer loyalty initiatives: stand out from your competitors
Offer products or services that are different from those sold by your competitors and continue to improve your company’s image. These customer loyalty initiatives strengthen trust in your business.
To do this, we recommend that you base yourself on the needs of your targets and focus on your strengths, which should mainly be innovation and price.
Can you build customer loyalty through rewards or a loyalty programme?
After working with a customer for a short or long time, don’t hesitate to reward them with a nice gift. If you’re worried about how to retain a B2B customer, we suggest you adopt a BtoB loyalty programme.
This is a highly effective customer loyalty technique that turns a simple customer into a repeat customer.
Create surveys, draw up questionnaires, launch calls, etc. As part of this programme, you can :
- Use the referral system to obtain an exceptional discount or gift voucher;
- Surprise your customers;
- Send an SMS or email to your customers to encourage them to renew their purchase by offering them price reductions;
- Organise a competition.
Using customer loyalty tools
Using customer loyalty tools helps you to better manage customer relations and understand their expectations. It’s best to combine them to achieve better results.
- CRM (Customer Relationship Management) to assess your customers’ behaviour;
- Personalised newsletters to keep track of what’s happening with your customers;
- Social networks to keep in touch with your customers;
- Self-care tools (chatbot, FAQ, video tutorial, knowledge base, etc.) to interact more effectively with your customers.
Why build customer loyalty?
Building customer loyalty enables a company to continue its activities and increase its sales. However, this good result needs a clear strategy in order to remain and flourish in the market.
One lost customer could undoubtedly corrupt the credibility of your establishment. We suggest that you choose a serious collaborator to help you satisfy your customers and develop their loyalty.
Advancia, your outsourced call centre
Advancia Teleservices, an outsourced call centre based in Tunisia, has many ways of building customer loyalty. We apply effective customer loyalty techniques through customer service, commercial value creation, team planning, activity management, management of the administrative sales and after-sales service chain and IT technical support.
Our call centre is ready to help you build customer loyalty!