In today’s tough times, it is extremely critical for any
business/ Brand to have a loyal customer base, which helps it to secure its
market share.
So, how do you build and maintain customer loyalty?
Firstly you have to know your own product/service
thoroughly. The customer depends upon you to take the decision on whether she/
he will want to purchase your product/ service. If you give the prospective
customer an impeccable service from the very moment you meet with him, then you
are well on your way to gaining customer loyalty.
But, remember this is only the beginning. You must maintain
the same quality and level of service right through the entire sales process
which will cement your brand in the mind of the customer. The order, when
placed based on the pre-sales process you had undergone must be followed up
with the execution as per the commitment made when you secured the order.
The level of service must be maintained consistently during
the execution of the order. Special care must be taken after sales as this is
the crucial time when most business falter and end up undoing all the good work
done earlier.
The after sales follow-up will finally determine whether you
will have the customer’s loyalty for life or it will be another casualty. Impeccable
after sales service is the corner stone of securing ultimate customer loyalty.
Take utmost care to ensure that all existing customers’ queries, complaints are
attended to immediately and respond to them each and every time they contact
you.
I would like to add here that you will score highly in the
mind of the customer if you put in place a customer loyalty program, where you
gather all the customers’ details like, birth dates, anniversary dates, etc and
send them a greeting on the occasion without fail. A planned periodic visit to
the customer’s premises will ensure cementing the loyalty as well as the TRUST factor and also help you
in not only getting repeat business but also get you a good amount of referral
business from this loyal customer base.
Wishing you a loyal Customer database!
If you have any queries or would like to communicate with me
then you may write in to me at welling1161@gmail.com.
Visit my website www.prashantwelling.com
