And while sharing certain pieces of information may dissuade a lead or two from converting, that’s okay. It’s critical to be as straightforward as possible about what you have to offer and establish accurate customer expectations from the start.Įssentially, every customer should know what to expect before signing a contract or placing an order. You can maximize customer retention by maintaining customer loyalty - and one of the most robust ways to create a loyal customer is through transparency. If and when something goes wrong with your product or service, they have the power to take their business elsewhere. Retention can be difficult because customers have multiple options at their disposal.
Later, use their responses to create a testimonials page. If you run a service-based business, ask your current and past clients if they’d be willing to share their experiences with your company.
There is no better marketing strategy than to position your brand as one favored by peers.įor example, if you run an e-commerce store, encourage your customers to leave reviews and add those reviews to product pages. Consumers will almost always trust other consumers more than companies.Ĭustomer testimonials and reviews demonstrate the value placed by customers in your products and service. When your most enthusiastic brand advocates talk up your product or service on your behalf, it helps place your brand in a positive light. Which business are you more likely to go for – the one with zero reviews or the one with hundreds of positive reviews? Exactly. Publish Customer Reviews and TestimonialsĪccording to BigCommerce, 72% of consumers say positive reviews and testimonials make them trust a brand more, and 88% trust online reviews and treat them as personal recommendations. And if there’s an opportunity to go above and beyond - give agents the autonomy to take it because that’s the base for building trust with your customers.Ģ. Lastly, train your agents to deliver the information each customer needs, then take the time to make sure that the customer’s needs have been met. It lets them know they are in good hands, and should they run into trouble, your support team will be there right there to help them during their customer journey. When you demonstrate exceptional customer service and commitment to your customer interests, it shows that your company cares enough about its customers to walk them through any issues they might be having with your product or service. Your goal should be to offer an efficient, consistent service with a personal touch. E nsure your agents treat your customers as humans requiring help and not merely customer tickets that get logged into your helpdesk. Create a set of guidelines for your agents that outline appropriate answers for more common inquiries and ensure they have the right tools to find solutions to handle complex tickets. This means it’s essential to have dedicated support staff and set high standards for the speed and quality of your service.Īs customers reach out with questions and issues, make sure to be consistent with your responses. The level of customer service you provide has a significant impact on customer loyalty and retention. Be reachable to your potential customers.Publish Customer Reviews and Testimonials.That’s why in this post, we’ll go over nine strategies you can use to build long-term relationships with each of your customers. While it’s not something that can be done overnight, there are actionable steps to help pave the way towards this goal. It’s clear that building customer loyalty and trust is a worthy goal for any business. This means that earning customer trust can not only help you keep your existing customers but can also help you earn new leads and sales through word of mouth. A few extra seconds of effort is all it takes to make a customer’s day.īeyond just retention, 83% of customers say they’d recommend a business they trust to others. When you consider that just a 5% increase in customer retention can boost your profits by as much as 95%, the rewards for gaining and maintaining customer trust are massive. And while this may sound obvious, it’s hard to overstate the value of establishing a solid base of long-term customers.Īs CX speaker Zig Ziglar once said: “If people like you, they’ll listen to you, but if they trust you, they’ll do business with you.” Customer trust and loyalty are essential for building a successful business.
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