Improving loyalty and satisfaction helps reduce customer relations costs. Loyal and satisfied customers contact customer service less than new customers.
So how can you capitalize on this leverage to engage increasingly demanding consumers?
Why focus on customer loyalty?
In an economic context where competitive pressure is strong and consumer expectations are changing, the customer loyalty has become a major challenge for every company. Focusing on customer loyalty has several advantages for your company's sales performance and image:
- Many companies focus primarily on customer acquisition, neglecting the great potential of customer loyalty. Building loyalty costs seven times less than converting a prospect: capitalizing on an existing database and making customers last means selling better.
- In a market with a plethora of products and services on offer, and with consumers systematically researching and comparing offers, a solid loyalty strategy can make all the difference to your competitors.
- Qualified data collected about your customers is a valuable indicator of how well you know your clientele, enabling you to take action to improve your existing offering. By taking advantage of corrective actions, customers who are familiar with your offer will respond more readily to your sales and marketing initiatives.
- From a communications point of view, you enhance your brand image and engage your customers. Satisfied, they become brand ambassadors: spreading the word and recommending your offer to their friends and family in search of a corresponding offer are powerful communication vectors.
Satisfaction is key to building loyalty
Because it reflects the match between customer expectations and their experience with your product or service, satisfaction is your main mission. Subjective but a determining factor in purchasing behavior, overall satisfaction with a customer experience (the product or service, but also after-sales service, etc.) is a key parameter in customer loyalty. customer loyalty.
What techniques can you use to measure customer satisfaction, and how can you use these findings to improve your customer relations?
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Measure satisfaction by activating customer feedback
Satisfaction surveys are essential to inform your decision-making processes, enrich your business tools or improve the attractiveness of your offering. Whether in a physical network or on the web, measuring satisfaction involves activating customer feedback at all your points of contact. Thanks to targeted questions, you can collect qualified customer data.
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Determine which actions to take to build loyalty
The results of your satisfaction questionnaire will feed into your loyalty strategy, highlighting certain issues. Actions can be taken to generate additional sales by targeting satisfied customers. Or, on the contrary, you can embark on a customer win-back strategy by improving your management of complaints and cancellations.
Reception and customer care: key success factors
A positive shopping experience is the first step towards customer loyalty When they feel valued and listened to, your customers are more likely to buy your products or services again. The customer experience is a common thread, a set of interactions before, during and after the act of purchase.
How to generate satisfaction and commitment to create a customer experience memorable and growth-generating? By drawing on a number of techniques to support them throughout their experience with your company or brand. Among the factors that create value for your customers :
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L'onboardinga crucial step
The process of guiding a new customer through the use of a recently acquired product or service.onboarding or customer welcome is the first step in helping them quickly get the most out of your offer.
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The importance of quality after-sales service
Your after-sales service has a major impact on the purchasing decision. More than a product, consumers buy a service. A after-sales service is a way of staying in touch with your customers. Handling complaints and cancellations is one of the ways of nurturing trust and lasting customer relationships.
Vivetic, your loyalty strategy partner
Call in an expert customer loyaltyWith Vivetic Group, you benefit from an outsider's view of your portfolio's potential, in the service of your growth. Drawing on its knowledge of loyalty techniques and feedback from experience, Vivetic Group designs and implements loyalty initiatives that create value for your customers and your company.
Depending on the issues you face, our advisors provide a dedicated response and propose an action plan to develop your sales and improve your customers' purchasing experience.
Would you like support in implementing an effective loyalty strategy?
