Measuring customer satisfaction is not a clear-cut process. However, maintaining it is essential if you want to stay in business very long. On average, a whopping 80% of business comes from only 20% of customers. For that reason, it’s crucial to keep that 20% happy. Here are some tips on how to develop loyalty within your customer base.
Measure Your Success
You can’t reach any goal within first knowing where you stand. Believe it or not, measuring customer loyalty is possible. Apps like Survey Monkey or Flog collect immediate and measurable feedback from clients. Other tracking tools measure customer abandonment rates that indicate specific areas of dissatisfaction. You could also measure overall customer loyalty. If they keep coming back, you must be doing something right. If not, consider applying the tips below.
Open the Lines of Communication
There’s no better way to inspire communication than to show you have a listening ear. Develop a system that not only allows feedback but encourages it. A well-monitored helpline, chat room, or online comment box can do just that. If executed well and responsively, the positive buzz you create will be worth all the effort you invest.
In the age of social media, it’s all too easy to hide behind technology. Your customers want to know they’re dealing with a real person. Whenever possible, pick up the phone to deal with an issue directly. Or schedule face-to-face interactions with repeat clients. Going the extra mile will not go unnoticed.
Develop B2B Relationships
Look for any and every opportunity to refer an existing client to a colleague in your network. Your business partners will be sure to return the favor. If you point your customer in the right direction for a service or product they need, they will have all the more reason to stick around.
Maintain an Element of Surprise
Every once in a while, reach out to a select group of customers and surprise them with a thoughtful gift. If your customer is a coffee lover, send a Starbucks gift card. Or, offer a free book with a personalized note. Or consider using a simple rewards program with an annual discount or charity contribution to cement already strong customer ties.