Remote operations
Marc Prempain
15 April 2024
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Companies neglect customer loyalty at their peril. Repeat customers spend more money over time because of repeat purchases. In a world where customers are bombarded with options and constantly targeted with ads by your competitors, customer loyalty is a powerful way to retain a critical source of revenue. Customer acquisition can be much more expensive than keeping happy customers coming back to your business. Part of that is because, over the customer lifetime, repeat customers spend more. A study by Bain & Company reported that increasing customer retention by just 5% can increase profits by more than 25%.
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So how can you build customer loyalty and maintain it over time? In this article, we’ll break it down into three main steps.Â
The first step in building customer loyalty is understanding your current situation. That means gauging how satisfied your existing customers are with your product or service. Surveys are a great way to do this. They can measure specific indicators like Customer Satisfaction score (CSAT) or Net Promoter Score (NPS.) CSAT will measure customer satisfaction, whereas NPS will measure customer loyalty. These key performance indicators (KPIs) can give you a good overall look at customer satisfaction, but it’s essential to go deeper.Â
Solicit feedback from customers who have been unsatisfied after an experience with your company. Figure out what went wrong, and see if you can perform a service recovery. For this, you’ll need a mechanism to collect and go through customer feedback regularly. You can use tools like ViiBE remote assistance to video call customers for follow-up. ViiBE tracks KPIs like NPS and First Call Resolution (FCR) in real-time, giving you a better grasp of how happy your existing customers are. Even if you’re a small business, ViiBE makes it simple to upgrade your customer service. Its virtual call center feature provides you the capabilities of a call center with just one or a few employees connected remotely from anywhere in the world.Â
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ViiBE is built around customer convenience. You can schedule calls ahead of time, and the customer doesn’t have to download or log into anything. ViiBE can store the call video in its knowledge management solution, so you can go back and conduct quality control. So now that you have collected customer feedback, how can you use it to build customer loyalty?
Once you have a good idea of your customer satisfaction, the next step is to implement customer feedback. Thank your customer for their valuable feedback, and show them that you’re listening by actually acting on it. Think of concrete ways that you can improve your service and prevent negative customer experiences from happening again. Make sure your customer service is up to par. ViiBE tracks FCR so you can tell if customers have to make repeat calls to resolve their issues. Remember to keep doing what you’re doing right; positive feedback is just as valuable as negative ones.
Next, make your product or service stand out compared to the competition. Offering good value through sales promotions is a long-standing approach. But increasingly, instead of lowering prices, many brands are now focusing on Customer Experience or CX.
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Despite an ever-increasing digitalization of retail, 79% of customers reported that they prefer to speak to a human than a chatbot while shopping online. ViiBE for sales allows you to integrate visual support into your website quickly. ViiBE makes it simple to give a human touch to your online customer experience. Customers can connect to a ViiBE call with just one click. ViiBE for sales includes a co-browsing tool to follow along with customers as they browse your website. This feature allows sales representatives to be more responsive to customer concerns or questions. ViiBE also integrates into major CRM ticketing platforms to help follow the overall sales cycle.
Your customers are likely on social media platforms, whether your company is or not. Make the most of this powerful technology to promote your products and interact with your customers. Encourage customers to share positive experiences on your social media pages. Make sure you respond promptly to any negative comments – and show that you have tried to fix the situation. Social media is an excellent resource for understanding customer expectations and introduces new customers to your brand.Â
If you want your customer to return, they need to know what’s in it for them.
Reward your customers for their loyalty. Whether it be an incentive to provide feedback, or a customer loyalty program, create a way to show your customers that their business is appreciated. Get creative. You could let customers earn points with each purchase, share a discount with family and friends, or consider giving loyal customers early access to new products. If you’re considering having a sale, know that there are many different ways to do it. Instead of using a classic sales promotion, you could use a CRM to create targeted ad campaigns.
It is crucial to find a way to reward loyal customers that appeals to them. 95% of customers report wanting to interact with companies using new technology. Integrating ViiBE for sales into your website provides a new way to personalize the online shopping experience. ViiBE is built around omnichannel communication, giving customers the option for a video call, voice call, or text chat. ViiBE makes it easy for a customer to connect to a representative and quickly resolve any issues for after-sales service.
The competition in retail is fiercer than ever. But technology like remote assistance, CRMs, and social media platforms give you a wider reach than ever before. In the long term, investments in customer loyalty and satisfaction will pay off. To get there, tools like ViiBE can help you improve existing customer relationships and help retain new customers. Consider giving ViiBE for a sales a try today and make sure your customers feel heard.Â
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