Share what you know with millions of people
Focus is the best place to turn what you know into remarkable content
0
What are key reasons why customers remain loyal to a product or service?
Events
- Dos and Don'ts of Small Business Marketing May 29 @ 11 am PT
- Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
- The Tricks to Paid Media June 6 @ 11 am PT
- Display Advertising for Brand Awareness June 20 @ 11 am PT
Related Activity
8 Answers
Tekle, the answer is really very simple and comprises just two things:
1. Satisfaction with the product or service - this is a given. It includes matters of quality, price/value, meeting (or exceeding) expectations, and so on. Satisfaction with a purchase increases the likelihood that a customer rill return.
2. A positive experience with your company - Assuming the product or service itself does please the customer, then by far the major (if not only) determinant of loyalty is the customer's interaction with your company. Remember, in most businesses there is competition and customers have choices. So among x number of companies with similar products, pricing, etc., customer service will be the deciding factor.
As I often say, in this day and age no company deserves to exist and prosper without exceptional service. Unfortunately some do, but if you want to really build fanatical customer loyalty, bowl them over with extraordinary service.
The inevitable goal of every person on the planet is happiness, and customers are truly desperate to find companies that make them happy. Do that, and they will beat a path to your door... and bring others with them.
I hope that helps and thanks for posting your question.
I believe what separates one company from another is not its product or service--it's a given that must be good. What makes the difference, what distinguishes them from each other is the relationship with the customer. So for me the key reason I remain loyal to a company is its customer service to me - treating me with dignity and respect, being professional and knowledgeable about their product and/or service, going beyond what is expected. In other words, taking great care of me.
7. What are some key reasons why customers remain loyal to a product, a service, or an organization?
It's the ever-changing ratio of cost - quality - service + the ability to handle negative feedback.
Often if the customer expresses dissatisfaction that doesn't mean they want to stop using your product/service. Not at all. If they found a better option, they would leave. They want to be heard, understood and respected. Speedy solution of problems and apologies for the inconvenience often work well for the customer to remain loyal.
But there's a pitfall: sometimes the main goal for expressing dissatisfaction is to get some amount off.
Product performance+Company best service= customer loyalty.
customer gets delight when the prodcuts quality is super and less compliants.
As Michel lebouef said “A satisfied customer is the best business strategy of all." satisfied customer is the major source of revenue. he will spread positive word of mouth about company and company products.
http://www.nichesuite.com/
Good morning Tekle. I believe that it comes down to the 4 'P's'; Price, Product, People and Passion. Generally speaking, it's the Price, the quality of the Product/brand, the People who represent/sell it and their Passion that attracts and/or retain the customer base.
While price is generally negotiable and products on the whole can go through overhauls and changes, the people have to be the foundation in representing the product or service. Brand Evangelists have to be on their toes at all times to ensure that even if the product/service hits a bump in the road i.e. poor quality or price spike, there is still so much Passion supporting the product/service, that the Customer can't help but be interested and be able to overlook minor inconveniences.
I'll add my 3 favorite loyalty builders, too.
1. Respond quickly and efficiently from any place your customer reaches out to you -- Twitter, Facebook, email, phone, forums, blogs, chat, etc.
2. Remove barriers and reduce friction -- make every process smooth.
3. Be available -- day or night, self-service and in person, as if every customer were a VIP.
Generally speaking from my experience the following reasons tend to be what my customers say :
1. Credibility - do you know your product / service? Can you articulate it for me to understand whether this will benefit me ? and to what extent ?
2. Value - what can you provide me as part of your service over and beyond what I'm purchasing ?
Do you give me easy justifications to go else where ?
3. Short term / Long term - Do you have most of what I need today ? Can you help me if I came to you tomorrow ?
4.Convenience - Can I speak to someone quickly ? Someone who understand me ? Can I buy online or through the phone ? Would you act in my interest or just your gain ?
5. Sync - How do you keep me informed to what is relevant to me ? Do you just tell me about everything ?
6. Relationship - Do you know what I regard as a bad buying experience ? Do you know what I need to do to get sign off ? How often do we have a meaningful conversation ? How can you make decision making within my business easier for me, my FD, my MD ? i.e. demo, sample, fact sheet , ROI calculator etc ? Do you understand my industry ?
7. If you can give me atleast 2 of the above, then I'd probably come back to you now and then..
8. If you can meet all of the above, i'd probably can justify spending just a little bit more for the value I get from your service
9. If you can deliver more then the above, then you are our virtual CEO , helping us save money, be productive and drive business.
10. If we buy from you long enough we'll constantly need to tender to test the market!
Answer This Question