Loyalty is the foundation for building lasting relationships. But how do you earn that loyalty from your customers?
In any industry, loyalty is earned by continually offering the “best solution” to someone’s problem. The customers then choose you over and over again, whether or not you invite them to. Many times, they recommend you to their friends, and sometimes, offer constructive feedback. They are serious about the relationship, unless, like any other relationship, they are let down.
Earning Customer Loyalty
Love is not always blind in business. 56% of customers stay loyal to brands which “get them.”
On one hand, customers ponder reasons why they should buy a product or service, and even more, why from you. On the other hand, small businesses face a commodity trap – too many rivals saying why they are the better option. Therefore, building loyalty is neither easy nor cheap.
Know the Factors Influencing Customer Loyalty
Expertise: Customers’ expectations are met, eliciting their satisfaction.
Convenience: You stock up to never let down. You are within their reach. You help.
Reputation: Many people know your standards, and vouch for it.
Value: You offer something more than just products or services. You create practicality. You create happiness.
Rewards: Customers stay for the benefits of being with you, such as offers, freebies, bonuses, and more.
But, there is another indispensable factor to brand loyalty – real, human connection.
When customers know you’re going the extra mile to offer 24/7 support, they’ll keep coming back. When your phone rings, they need a voice assuring “we got you.”
Keep your business real with real people
96% of customers say customer service is a deciding factor in their loyalty to a brand. In short, every time a customer comes in contact with you, they observe more than what you sell. Their satisfaction depends on how they’re received and treated. When they call, they want a real hello – and fast!
Missed calls are like an airline missing passengers’ bags, a mail-man losing letters, or a restaurant missing your order. And when the customer calls, redirecting them to bots, voicemail, or a hold message could be the last straw. Unanswered calls have a big impact on customers’ perception of you. And, do businesses lose customers over unanswered calls? All the time. Roughly 85% of the people whose calls you miss don’t call back.
Small businesses face various obstacles to providing customer support. Chief among these are responding to queries outside of business hours and investing in updated technology. Left unaddressed, these issues can stifle growth and deter return customers.
Interested to know how AnswerConnect can help keep your business open 24×7? We offer opportunities to build and retain loyal customers. You can focus on what happens offline while we cover your phone presence.
Source: AnswerConnect
Quick takeaways.
- In any industry, loyalty is earned by continually offering the “best solution” to someone’s problem.
- 96% of customers say customer service is a deciding factor in their loyalty to a brand.
- Expertise, convenience, reputation, value and rewards are some major factors influencing customer loyalty.
- With AnswerConnect, you keep conversations real 24×7 and earn loyal customers.
Contact our executives on 800-700-8888 and discover how a 24/7 answering service can help build customer loyalty for your business for you. Alternatively, you can send an email to sales@answerconnect.com.
