It costs firms significantly more to gain new patrons than it does to keep existing customers, so why do many organizations fail to deliver outstanding services that build loyalty?
Companies spend millions of dollars on advertising trying to attract new customers, only to lose them to poor customer service. Each bad experience costs businesses more than a single transaction as unhappy clients commonly use social media and other tools to complain about their experiences.
It costs firms significantly more to gain new patrons than it does to keep existing customers, so why do many organizations fail to deliver outstanding services that build loyalty? Eyes on Sales stated that most cases are the result of employees being restricted by company policies. Rather than being focused on how they can help customers, workers are more concerned not violating any policies or procedures. The source noted that to build a strong reputation for customer service, firms need to help staff members understand the power of saying yes.
Even if a request seems impossible taking the time to try to find a solution will make customers feel appreciated, which helps build loyalty and leads to repeat sales. Reward and recognition programs are an effective way to encourage workers to say yes. Acknowledging individuals who have gone out of their way to provide outstanding service to clients will help everyone see the value of every transaction.
The source noted that publicly recognizing cases of outstanding service will help organizations become better as a whole. Dissecting interesting interactions, whether successful or not, will provide lessons for employees and turn one-off experiences into meaningful solutions that can be repeated to drive conversions.
Using reward programs to support employees
The secret to improving customer retention and generating repeat sales is to take every opportunity to complete transactions. The right mindset among customer service agents is an important step, but CIO Magazine stated that these workers also need the right tools to strengthen their services. Consumers are seeking more omnichannel shopping experiences, and employees need to be properly trained to provide quality service through a variety of platforms.
Employee incentive programs can help increase participation in training initiatives. Rewarding workers who have completed courses or acquired new skills could build a culture that encourages continual learning. This not only helps employees implement new technology, but it could also create an environment in which workers understand the value of their role and how it impacts their companies' performance. If staff members are to do everything possible to complete a transaction, then their organizations need to support them in their efforts.