17 Feb 2009: 8 Top Tips for winning and retaining customers in 2009
1. Create a culture of customer service excellence - for both staff and customers to feel satisfied, customer service excellence has to be 'the way we do things round here'.
2. Have a service vision/promise - Put it in writing - Make it public - through producing a service promise, employees understand the service level objectives and customers know what to expect when dealing with an organisation.
3. Be realistic - Customer disappointment can have far reaching consequences, with dissatisfied customers being more likely to tell others when they have not received the level of the service they expect, compared to when they have. Through setting yourself achievable service levels, you will build a reliable reputation, which is key in any long term relationship.
Remember you can't plan to keep promises, you MUST keep them, as reliability and consistency is the key to a good relationship, which is needed for creating greater customer loyalty.
4. Reward Customer Loyalty - Customers should receive recognition for their commitment to your company. People love receiving something they are not expecting.
Remember - The gesture does not need to be massive to be effective. Personalised mailings and greeting cards are the perfect way to put a smile on your customers face and to keep you in their minds.
5. Always go the extra mile - You should deliver service that you would expect to receive yourself. Being helpful doesn't have to mean immediate profit, as surprising a customer with additional help will make them more likely to return again.
Remember - Although customers may not mention when extra effort has been made, they WILL notice, and WILL tell other people.
6. Obtain Customer Reaction - this can help your organisation to further improve services next time, and also give you the opportunity to leave a lasting impression with an outstanding follow up service.
7. Monitor your competition - The quality of the service you provide should at least be the same as your competition or you won't keep any custom long term. By delivering the highest levels of customer service, and maintaining a positive image for your company, the competition will have to work harder to steal your regular and prospective customers.
Remember - If you aren't taking care of your customers, then your competition will.
8. If you have it, promote it - If you have already achieved Customer First Accreditation then promote your status, and let your customers know that you really do put your customers first.
