You can advertise all you want, but when it comes to gaining loyal customers, the best advertisement is usually through word of mouth. Myths that sometimes come true can hurt your business and when it comes from a friend, the receiving end will claim it to be more reliable.
The truth is, loyalty doesn’t necessarily have to be bought. A lot of customer service is based on generating goodwill and the word on the street is that big spending is the way to go… but many times it ends up being spent recklessly.
Surprise reciprocity is a term that means to enhance the loyalty building process by giving people a pleasant surprise and throwing them off guard. The gift can be small and simple because it’s the thought that counts. Giving gift cards of even a small amount will still have an impact.
People like to be listened to. Steve Jobs once said, “Customers don’t know what they want.” Really? How many times have you had a product and thought, “Well why didn’t they do include so-and-so feature?” or gotten your hair colored, gotten home and said to yourself, “Hmmm, she could have colored the roots a bit more. I’ll have to remember to speak up next time.” If you don’t speak up, people will make the same mistakes over and over again instead of improving.
I’d much rather be on the phone with a customer service rep for twenty minutes that gives me great service than for five minutes with a rep with an attitude and no help whatsoever.
There’s information gathered by the Gallup group that researched the customer service bank tellers gave and then what actually achieved customer loyalty.
This is what they found:
In order to ensure customer happiness, a rep must spend more time with customers. This guarentees that the problem will truly be solved and the customer won’t be left hanging up with ten more questions remaining unanswered.
What do you think? Have any horror (or nice!) stories when companies have used these awful policies? Comment below and I’ll see you there!