Customer loyalty isn’t what it used to be. There has been a significant change in the process that controls business structure brought around by the digital world we live in. We are all exposed to Internet access 24/7. As a result, this has intensified competition and completely changed the way people look at products and service. Every company must become customer-adaptable in todays volatile and competitive environment.
Never before has there been more of a need for outstanding customer service. This is instrumental in crafting a company’s brand promise and solidifying customer loyalty. In many cases, service is the deciding and most important factor in brand selection today.
Business must act in a highly collaborative way or risk losing customers through less than exemplary service. This will no doubt set up a path to failure. Customer loyalty can only be won when customers feel that the brand cares and has their best interests at heart. Customer loyalty is fundamental to survival and therefore an organization must center their entire business on the customer and delivering those outcomes their customers expect and want.
Brands and service providers in all sectors are experiencing pressure to boost customer loyalty and enhance customer engagement. In the past, brands have relied on discounts and loyalty schemes to win customers. Many times this proves costly, ineffective and shows little ROI.
Businesses need to gravitate towards the opposite outcome by providing service that stands out against competitors. When a customer has a good experience, they will remain loyal. In this generation of using customer insights to deliver smarter results, services and product recommendations are a differentiating factor. Just look at the amount of money business invests in data analytics and CRM tools to realize rewards. This data is used to create a more valuable, one-to-one relationship with customers.
When a consumer has a quick, effortless and efficient experience and know the company has gone the extra mile to meet their expectations they are much more likely to recommend services via word of mouth or write positive reviews.
If organizations want to instill company-wide best practices to ensure success and drive loyalty, they must focus on Customer Service.
Our clients and their customers are important to us; they are the core factors of our business. We build and value partnerships with our clients and deliver solutions to support their objectives, their products and their customers.
Written by LuAnn Jalet
JNR Incorporated is a globally recognized leader specializing in creating custom programs that motivate, engage and reward the employees, customers and channel members of our Fortune 1000 clients. For over 35 years, JNR has designed and delivered a comprehensive suite of solutions including incentive travel, prepaid reward and gift cards, meetings and conferences, events and entertainment, technology solutions and marketing communications. Our programs produce measurable results and are proven to increase performance, loyalty and revenues.