Customer loyalty programs need to be incorporated into broader customer service strategies to ensure the best results.
Loyalty programs have become very popular customer service tools in the last few years. Technology has made it easier to capture information about purchases to provide repeat clients with more relevant discounts and perks. The more a consumer shops at a store, the more accurate these offers can become.
However, these initiatives need to be incorporated into broader customer service strategies to ensure the best results. No amount of savings will keep patrons loyal if they feel that they are not also being provided with high levels of service. Fortunately, call center incentive programs help organizations engage employees and meet customer expectations.
Smart and knowledgeable staff members are the key to building brand loyalty and driving repeat sales. Incentive programs are effective management tools that encourage workers to increase their commitment to resolving customer problems in a quick and efficient manner. Studies have shown that callers hate repeating their situation to various departments or supervisors. Fast Company cited research by Accenture that found up to 70 percent of defecting customers would have stayed if solving an issue did not require multiple interactions. Companies that create value for their customers by empowering employees to fix problems during the first call could see a significant increase in brand loyalty and customer satisfaction.
Engaging staff to create meaningful customer experiences
Creating the level of service that customers expect on a consistent basis requires extensive personnel training. Writing for The Huffington Post, blogger Maile Keone stated that to deliver "mind-blowing service," employees should instinctively anticipate their customers' needs. This could be as simple as noticing a product is due for maintenance or an upgrade, or customizing services to better fit with a customer's preferences. Recognizing staff members who have been proactive to resolve problems encourages other employees to take similar actions.
Quality training and a supportive environment help employees become more effective at predicting customer needs. They also need accurate information about purchase histories and other data to make informed decisions. When workers are given the authority and the information needed to provide creative solutions, they can fix customer problems in a way that is satisfactory for all parties. Companies that focus on engaging their call center personnel through employee reward programs could see higher levels of service and brand loyalty.