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Customer Loyalty |
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Developing loyal Customers - not just satisfying your Customers' needs - is the critical difference in creating sustainable organizational success. Customer Loyalty should be the outcome of every Customer interaction. Creating unique "Points of Connection" for every Customer should be the goal. customer Loyalty is a powerful competitive advantage. The value of loyal customers is: they always return, they brag about your organization providing word of mouth advertising, they are willing to pay more for your product or service, and when there is a mistake loyal Customers are more forgiving. Most buying decisions are not based on need, but rather emotion. Outstanding Customer service providers are always aware of their Customer's emotions and they know how to respond appropriately. However, a continual barrage of emotional interactions can be a reality in service interactions. For this very reason, it is important that customer service providers understand and have the necessary tools to effectively reduce and manage stress. customer service providers need to know how to understand and manage emotions - their own as well as their Customers' and begin the discussion on how to measure Customer loyalty within your organization. The results are measurable:
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