Article by Nathaneal Mohr
I want to encourage you to become more obsessed with Managing your customer or client loyalty than any of your competitors. This obsession with your customer satisfaction is one of the most important ideas to embody in order to grow your business. It doesn’t matter if you have small or large business customer retention is crucial to its survival.
You have already invested the resources to get that person to commit to purchasing from you. You also have the full attention of someone that has qualified themselves as someone that can purchase again or refer business to you.
Treat All Customer and Clients as if They Are Publishers
You are also in front of someone that can post a negative or positive experience about you online. This simple opinion driven post can change the minds of one or even one hundred thousand potential customers to either buy from you or not buy from you.
So although good customer or client satisfaction has ways been important; its never been more important to your company than right now.
One of the things I like to use is a personal customer & client experience checklist. This checklist can be used by large or small businesses. It can be a reference point for a business owner, middle management or an employee to understand how well they are progressing in the areas of loyalty & retention through the satisfaction of their customer or client base.
All you have to do is find creative ways to positively insert these retention check points into your customer experience and you will be sure to increase customer satisfaction, loyalty as well as increase referrals and positive online publishing.
Check point number one:
<em>Make buying from you as easy as possible</em>
Find ways to keep your customers from having to think, do research or search out to make a decisions. Do everything you can to take out any mental struggle there is for buying from you.
Here are a couple example ideas to help you start making the purchasing from you as easy as possible.
Whether it be on your website or in a physical store make finding things easy. You can do this by minimizing distractions and being ready to provide guidance to the location of the product or service that will best suite the needs of your customers.
Find creative ways to provide the information that your customers need to make a buying decision with you. Are your customers price shopping? Have a way to meet the prices of any of your competitors. Are their constant objections? Can you answer the objections your customers have about buying from you?
Check Point Two
<em>Make buying from you as pleasant as possible</em>
Where in making buying from you as easy as possible is addressing the mental aspects of your customers buying experience. Making the buying experience as pleasant as possible address the emotional needs for high customer satisfaction, retention and loyalty.
How can you make the experience of buying from you more pleasant? Another way to ask this question is Make going above and beyond your normal customer service experience?
Can you upgrade the experience so your customers feel like they are some how VIP? Can you have a company culture of friendliness. The Disney organization has really mastered integrating friendliness into their experience like McDanolds has integrated the up-sell.
Check Point Three
<em>Check the satisfaction of every customer when possible</em>
Continual feedback is critical for ongoing business growth. Every business interaction is a two way conversation in today’s world of business. Everything from your marketing, product development, sales process to customer service, needs to be a complete the loop of conversation.
How can you get the feedback you need to improve so you can provide the experience you need to deepen customer satisfaction, retention and loyalty.
Your Action Steps:
How can you make buying from you easier than it is now?
How can you make the buying experience more pleasant?
How can you get the feedback to create the ultimate experience for you customer.
Don’t say nothing. Test your creativity. Your number one asset in your business is going to be your creativity.
About the Author
This is one of the topics that talk on to advance as one of the Top Business Speakers in North America
I also have a blog focused on Small Business Marketing Tips to help anyone advance their business
If you would like to learn more feel free to connect with me on twitter @NathanealMohr
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