Quite often a customer’s relationship with a brand is transactional in nature. What this means is that the customer interaction is only limited to making a purchase. However, the customer journey doesn’t end at this point. In fact, this is just the beginning of what can turn out to be a long-term relationship. How an organization takes this ahead and creates a superior experience, one that fosters brand loyalty, depends on many things.
So, how can you own the customer lifecycle? Well, creating customers for life is about them trusting your brand.
Here are 3 key essentials to build customer loyalty and trust:
1. Consistently Engage With Your Customers
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing”…….John Russell, VP – Harley-Davidson Europe.
That’s a great piece of advice from John, which every business should follow. Unless you are engaging with the customer, you will never be able to decide what you should be doing to keep the customer interested. Keeping your customers engaged with you, in close proximity to your brand, and always open to conversation will keep you in their mind. So, always delight your customers and rest assured; they will remain connected with your brand for a long time.
2. Offer Great Customer Service
The most difficult questions in business have very simple answers. So it is with customer service. Keep things as simple as you can, and transform your customer service into something really special. Be available to your customers through multiple channels including phone, chat, mail, and of course – social media. You need to respond to your customer as fast as you can. Make it known to your customers that you’re there; you are listening and will take care of the issues they are facing.
3. Leverage Data for Insights and Personalize the Experience
We all know how big data is impacting different areas of businesses. The customer support department or the contact center is a source of rich data collected mostly from service interactions. This huge pool of data can be used to personalize the experience based on personal and asset profiles. The support representatives can then leverage this data to analyze product usage patterns. All this information can be leveraged to offer personalized support and provide more value.
With these tips, you can create the perfect customer experience and build trust and loyalty towards your brand.