Talk to many business people about how they approach customer service and the majority of them will say that they are aiming to have satisfied customers. No! What we all should be seeking is to have loyal customers.
Research has shown that 65% of customers say they are loyal. You may be happy with this but you shouldnt! Satisfied customers are in a state of nothing they are neither issatisfied or happy; they are in between. They will tolerate you while you are of use to them but if a better deal comes along, theyre off.
On the other hand, loyal customers are your friends. They will be with you through thick and thin; they will be the first to try out you new product; they willing give you honest feedback; they will regularly refer business to you. This is what you want! But how can you turn a satisfied customer into a loyal one?
Let Them Decide How to Do Business With You
Today customers are a lot more sophisticated in how they want to do business. If your product or service lends itself to be offered via a number of different means, then give your customer the option.
Can you deliver face-to-face? What about telephone services? Could...
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