by Donovan Dillon Contributor
Posted on September 07, 2012 05:31 AM
Although getting new customers is important to increasing revenue and growing business, companies cannot forget the importance of customer satisfaction and loyalty. Loyal customers not only continue to purchase products or services from your company, they are also the most likely to recommend your company to others. Therefore, it is crucial to promote customer satisfaction and reward customer loyalty, and you may be surprised at the simplicity of those rewards.
Let Loyal Customers Know You Care
One way to reward customer loyalty is to make sure they are satisfied and let them know they are appreciated. Send a handwritten thank you note, or even an email, thanking them personally for their business. If possible, include a promotional item, such as a magnet or pen that lets them know you appreciate their loyalty.
Improve Customer Relationships
Good customer relationships build customer satisfaction and loyalty. In fact, many customers state that the relationship they have with a company is as important as the product or service they sell. Therefore, stay in touch with customers, through email, by phone or occasional visits. Be available to talk to customers when they call, and when a customer cancels an account, take the time to contact them to learn why.
One of the best things to do to take your customer satisfaction and loyalty to the next level is to reward loyal customers with something more than just a small logo item, like a pen or magnet. Offer discounts or a free item as a thank you for their continued loyalty. Discounts or gifts let your loyal customers know that you appreciate their business and that you want them to return.
Take a Proactive Stance
When it comes to customer satisfaction and loyalty, take a proactive stance toward gauging satisfaction, and don’t wait to react after they have signaled a problem or worse, cancelled. In most cases, once a customer has cancelled, it is too late to correct whatever went wrong. Instead, keep track of how often a customer visits your business and how often they purchase. Note how engaged they are when they do frequent your company in order to get a measure of how loyal they are to the company.
Encourage and Respond to Feedback
The biggest mistake many companies make, especially when it comes to social media sites, is neglecting to comment on customer satisfaction feedback. Social media is one of the best ways to gauge customer satisfaction and loyalty, but is also a way to address and correct problems before they become insurmountable. Respond to every comment on your social media pages, whether positive or negative so that customers see that you do care about their experience.
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