Thursday, June 16, 2011

What Affects Customer Loyalty?

The more loyal your customers are to your company, the easier it is for you to maintain a profit. What we have found is there are several common factors which strongly relate to customer loyalty:

Commitment - Your client wants to know that you are putting them first. That your not going to lie, cheat, or manipulate them to get their money. The best way to serve your customers is to put their needs ahead of your own (so long as it does not become a cost center).

When you do what is best for your customer instead of only what is best for the company, you gain intense loyalty and ultimately win in the marketplace. We see this right now with Google who is putting its customer experience ahead of its own advertising profits.

Response - Every company is going to run into problems. Eventually in your customer relationship, your company is going to make an error. What matters is how does your company respond and handle this error.

You can turn a negative customer experience into a way of strengthening your brand by demonstrating how effectively your company deals with customer problems and complaints. Demonstrate outstanding service to your customers.

Consistency - You want to be consistent in your product, service and in your brand positioning. If you recall an earlier post where we talked about McDonalds.

When you go to McDonalds you know exactly what the food will taste like, what the service will be like, how much it will cost, etc. McDonalds may not be winning any awards for culinary excellence but they are extremely consistent at delivering what they promise. This is one of the reasons for their dominance in the fast food industry.

No comments:

Post a Comment