It is an irrefutable fact that obtaining new customers is more focused on than maintaining existing customers. This is why interaction with customers, customer satisfaction, and post-sales service is becoming an integral part of the sales process. Professional organizations and management consultancy firms have been focusing on customer-centric behavior and policies, which is why stress is added on strict compliance to SOPs (Standard Operating Procedures) and SLAs (Service Level Agreements). This will ensure transparency and accountability of an employee and help identify gaps to retain customers and maximize cross-selling avenues. The unique value proposition will continuously change and be at par with the competitive environment.
Enhance Customer Experience
A few initiatives and profitable ventures can fuel loyalty and improve customer satisfaction. Imagine the last time the customer received a welcome surprise and a level above expectations. Achieving designated milestones during relationship management and rejoicing the moment is one way of prolonging the customer’s level of expectation. Gauge the interest of the customer and be inquisitive from the start. Make sure the point of sale material is displayed clearly. Offer a personal aura. Appreciate the customer’s feedback and, at the same time, empathize. Running away from the customer will not only lead to business loss but retention of customers.
Meet the level of Customer’s Expectation
Over the period, consumer behavior has evolved in different tangents. In this competitive world, the product or the service revolves around the customer. A significant burden must be shouldered by the firm to assess the behavior, match the level of satisfaction, and provide a one-stop solution. According to leading experts, nearly 87% of customers are unaware of the product and service. It is up to the service department to explain the features and avoid pushing the product, to improve targets.
Be Passionate and Engaged
Take care of your customers and make it a point to establish a formal line of communication. Greet them on their birthdays and extend wishes on special occasions. Maintain a polite and interested tone. Avoid poker expressions under any circumstances. Stick to the path and provide both negative and positive reinforcements.
Be Transparent and Honest with your Customers
Never lie or hide any facet of the product or service from the customer. The pans of loyalty always tilt to the organization by being transparent and honest with the customers. All the disclaimers and ambiguous statements should be eliminated from the relationship.