What attributes establish a customer for life?
Good Answers (4)
Damon B.
Community at CloudFlare
Best Answers in: Personnel Policies (1), E-Commerce (1), Web Development (1), Using LinkedIn (1)
1. Solid customer support (most organizations shoot for 80%; a more reasonable number would be 90%).
2. Building a rapport with the customer.
3. Addressing the needs of any customer that contacts you.
4. Giving the customer information that they need so they don't need to contact you (phone calls, web site info, blogs, online tutorials, etc.).
5. If a customer does need to contact you, make it easy for them to locate your contact information (email or phone#).
6. Anticipating potential needs.
7. Taking their feedback seriously.
8 Act on #7 (if reasonable and possible).
9. Focus on the UI and UE of your web site (if internet based).
10. Try to make sure they are taken care of in a reasonable timeframe (24-48 hours). And you should communicate to the customer that a response should come in xxx number of hours/business days.
And one that is almost always forgotten...
Make your employees happy and loyal. A happy employee will be your best evangelist:)
However, keeping a customer for life is an increasingly difficult task in the internet age;-) More options and niche products/sites can make it much easier for people to switch than in the past...
Irene B.
Career, Communication & Leadership Consultant, Coach, Speaker & Writer
Best Answers in: Change Management (1), Career Management (1), Using LinkedIn (1)
A customer for life, is a customer who feels that the product or service you offer is timeless, or that your platform of goods or services are at the cutting edge and will remain so. However, the first step in building a customer for life (if such a thing is possible) is the creation of the relationship that this customer has with your organization.
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You earn loyal customers over time through many experiences, it evolves and matures based on your actions and words. Going beyond the expectations, being proactive, (not reactive) service beyond the sale… in a memorable way, they tell someone else how great their experience was. Loyalty is achieved through a process, not one single action or interaction. When all is said and done the only perspective that matters is the customer’s. Satisfied customers will take their business anywhere. A loyal customer will become walking advertisement for you. The key to creating loyalty is to be loyal to the customer, be the customer and feel the customer.
Customer service is a big one and covers a lot of the things already mentioned.
Customers want companies that pro-actively work for them. They want companies that listen to them and work with them to solve problems and come up with new solutions. When you consistently provide a customer with a great experience, they will become more and more loyal to you.
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More Answers (1)
None, nowadays the switching costs are becoming soo low, that customers for life hardly exist anymore.
