Loyal customers are difficult to find and businesses need to continually strive to improve their services to keep from losing them. Trust is an essential aspect of maintaining loyalty over time.
Loyal customers are difficult to find and businesses need to continually strive to improve their services to keep from losing them. Trust is an essential aspect of maintaining loyalty over time. Companies who build trust with their clients are more likely to see repeat business.
This may sound simple, but it is hard to maintain the consistency needed to deliver on promises. A ZenDesk survey found that 80 percent of consumers who stop doing business with a particular company were established customers. Failure to recapture these patrons could severely damage a firm's reputation as half will tell their friends and family about bad experiences, according to the survey.
Fortunately, repeat interactions can give companies the opportunity to build trust. Customer Service Manager states that customers who have been with companies for a while are more likely to forgive mistakes. These situations still need quick responses to rebuild trust, but companies can create a customer-centric culture by using reward and recognition programs.
Consistently providing outstanding customer service requires empowering employees to take the necessary steps to resolve issues. The ZenDesk survey states that 49 percent of customers stated the most frustrating part about dealing with customer service centers is repeating their story several times. Giving front-line employees the authorization to waive fees, correct mistakes and handle complaints directly could greatly increase customer satisfaction.
Empowering workers requires clear communication about what is acceptable. Reward programs can provide feedback on performances by recognizing employees who have handled difficult situations well. These messages help staff members understand the context in which specific rules should be applied. Encouraging workers to ask questions and find the real cause of a customer's problem can resolve issues quickly without the need for repeat calls. These solutions boost customer loyalty and can rebuild trust following a bad experience.