How to you ensure your customers remain loyal and promote your business

How do you avoid creating a bad experience or an unanticipated change that may well destroy that loyalty? 

It is well known that we are quick to complain but slow to compliment – but reversing that trend will be a significant contribution to business growth. Ensuring a dependable customer base is an exploitable opportunity to drive long term repeat business, higher value transactions, more frequent visits with more purchases.

So how do we achieve this?

The prime route is to ensure that from the first to the last point of customer contact we provide a service that exceeds expectation supported by a personal engagement that demonstrates genuine care.
To achieve this you and your staff must comply with carefully crafted procedures that perfectly reflect your customer’s expectations.

By ensuring your staff are bought into the benefits of compliance and are fully trained on these procedures you will make significant in-roads towards ensuring the foundation for successful business growth. The key activity is to document and enshrine a procedure for every step of customer contact. Having your team participate and contribute to this process will engender involvement and encourage compliance through ownership and cross team discipline.

Ensuring a regular procedure review and revision will keep it live and relevant. In addition it will also be a key contribution to the training of new staff or for staff changing roles within the organisation.

In summary, develop an ethos of customer care, create procedures that reinforce this and ensure all members of staff adhere to it consistently.

It really is that simple!