Which customer service activities increase customer loyalty?

Activities that help increase customer loyalty include rewarding your existing customers (think treat receipts and repeat discounts) that get your customers to return back to you almost immediately and bring others with them for the same reward.

Also, eliminating difficult return policies and being nice to angry customers will often win their loyalty. In a survey conducted my Marriott Hotels, they discovered that angry customers who were taken care proved to be more loyal than satisfied customers who didn't encounter any challenges. Don Gallegos' book says "Win The Customer, Not The Argument".

Customers are so jaded these days by poor customer service that by simply changing your "intention" towards creating a "customer-service" culture goes a long way. Take special care of every customer. Period.

Unfortunately, many companies try to 'get away with' and make it easier for themselves. I have a few rules that I have my team agree to:
1. any problem - any problem - must be handled immediately. No matter how small, or when it occurs, the time frame is 'immediate.' when there are occasional tech problems with purchases on my on-line store, we send the people free product (within reason) to make up for their hassle, and check up a day or two later to make sure they are happy.
2. everything is personal. every conversation, every email, every contact, is about the customer. and where we can't help, we refer them to others. Our rule is that everyone gets what they want, one way or another.
3. I set up parameters for excellence at the beginning of each conversation, and regularly check in to make sure their criteria are being met.
4. I include customers in emails to friends with data they might need or like: my customers become part of my 'family.'

These are the simple things I do... hope they help.
sharondrew

Customers want to be heard. Even if you can't resolve their problem immediately, if they feel heard and respected that can go a long way.

Also focus on helping customers achieve their end-goal, not just the immediate tactical request. The more you can align the way your customer team operates with the success your customers are seeking, the more likely you are to help achieve that result, and the more your customers will recognize how uniquely focused your organization is not just on tactics and responses, but delivering desired outcomes.

Keep is simple. Simple to purchase, simple to contact a person if the customer has questions or comments (give them a choice also), simple returns, simple upgrades, simple redemption of rewards ... I think you get my drift.

Good Luck

I am firmly convinced that a proactive approach is hugely effective. Always shoot ahead of the duck and don't wait for the customer to call you. In a systems focussed way, this is what Amazon pioneered, by keeping the customer posted of every step in the process.

How do friendships happen? People with common wants and needs come together and help each other. Create a friend, not just a customer.

Dale Carnegie wrote, "The most important sound a person can hear is the sound of their own name." Always call customers by name as soon as you see it. It's on their checks, credit cards, etc. If you are not sure how to pronounce it... Ask.

Customers are not looking to be wowed. If you "wow" them this time, how are you going to do it next time.. and the time after that? Customers deal with companies that solve their problems. Companies that consistently provide good products and services at competitive prices and back that up with a solid guarantee are going to win the initial word-of-mouth business. What you do with that customer during and after that first sale is when you have the opportunity to turn a customer into a loyal business friend.Do that and you will never run out of satisfied customers or referrals.

What's the definition of good customer service?

It's the best service you can consistently provide to each customer, day in and day out, and still be profitable. Didn't McDonald's train us to use their restaurants in a way that they could deliver a profitable meal quickly?

Be careful to manage expectations. Under promise, and over deliver.

Customer rewards programs that provide opportunities for people to earn desirable goodies fairly quickly are quite beneficial.

Customers want to feel valued and appreciated. Sending a hand written card thanking them for their order or referral goes a long way in inspiring loyalty in a customer.

Focusing on customer success rather than customer satisfaction brings real value back to the customer. Show your customers that you are listening by taking action. Responding with actions validates the customer's voice/involvement and creates a valuable relationship. So, do something that the customer can see, touch, feel, hear or taste. If a customer feels valued and respected in this way, they will develop a fervent loyalty.

Great question Brandon and wonderful suggestions from other experts. I've found that one of the key elements of increasing customer loyalty is building relationships. This doesn't mean a parrot-like hello when people walk in the door or a promotional gift, it means doing the extra little things that help us bond with people such as:

1. Listening to their concerns, empathizing and being kind.
2. Showing genuine care by asking them open-ended questions.
3. Thanking them genuinely for their business.
4. Following up when we say we're going to do so.
5. Being open to suggestions.

These basic concepts can help us establish stronger relationships with our customers which then leads to increased loyalty. Take care, Guy.

Some ideas of what companies are missing and need to change:

1. Listen, ask open ended questions to show you care.
2. Customer First. Listen to their needs and requests.
3.When they are angry you need to let them vent and watch your voice tone when responding. When a customer is on the attack, they are looking to challenge every word you say. Sit back and listen and discuss. Develop a joint solution.
4. Freebies or Customer Rewards or kick backs are good but don't fit into every situation.
4. Thanking them for being your customer
5. Follow up, no matter how big or how small
6. Answer and ship quickly
7. Showing you care as the rep on the phone. They are the company to the customer.
8. Reward your reps for handling customers at 100% all day. The first customer is as important as the last even though you are trying to get home or don't feel well. The customer does not know you or frankly they do not care.
9. Send the customer some data discussed when they contacted you. Via email or in the mail.
10. Thank you for being a loyal customer, thank you for your first order, we hope you find our products to your satisfaction or return with no questions asked for a full refund.
11. Ask permission to include them on further mailings or if you find interesting facts to send their way.

I don't have a specific answer, but as a customer I find the simple things most endearing. Smiles; made to feel welcome (without every employee I meet welcoming me like a robot); being remembered as a repeat customer (especially in smaller stores and restaurants); treated as a real live human being when I do bring a 'problem' to someone's attention and not a number or another 'complaint'.

I'm with Randy.

I get thanks you emails from clients who purchase home study CDs from me and 1) they get a real CD in the mail as well as a link to downloading it online. 2) they get a hand written note of thanks for their order, too.

It really doesn't take a lot! Sometimes old fashion is terrific!

Treat customers with dignity, respect, and listen to then care-fully (full of care). Exceed their expectations - which are low to begin with - so that your customer service wows them and they move from satisfied to loyal.

We believe good customer service is an ongoing training issue, customized to your particular needs, so that your team feels supported and issues in real time can be addressed. Please visit our main site to learn more at www.human-technologies.com or email me at rosanne@human-technologies.com