Customer loyalty
Customer retention is as important as increasing market share in a competitive environment increasingly exacerbated. Performance improvements to customer service, becomes a major challenge and a key focus of the strategy development and corporate sustainability. A study by Bain & Co., if the retention of the best customers of the company increased by 5%, this will cause an increase of 25-55% of the results performed by the company, which is a very significant result for business.
Customer loyalty is a key issue for the company. Satisfying customers is not enough to ensure loyalty. Indeed, it results from the satisfaction of the product or service and the intentional image (advertising and communication) of the company. Buyers better trained, better informed, better defining their needs, In particular conduits professional customer relationship to rethink their methods and organizations to offer support increasingly refined and corporate marketing actions based on an approach essentially qualitative operations conducted.
It is essential to develop a privileged relationship with its clients to show them that we care about them. Customer expectations change, then it is important to measure their satisfaction and ask them to make every effort to consistently meet their expectations. The company must be attentive and know how to treat the discontent of its customers. It must respond to troubleshoot problems.
There is a set of techniques to make a loyal customer to a product, a service, a business. The studies need to allow the company to design a product or the most suitable for the application service. To evaluate the satisfaction, the company will use the satisfaction surveys. It can then measure the consistency of their product, service and customer expectations. This tool offers him the opportunity to refocus and expand its offer. Finally, to better respond to the discontent and avoid disappointing a customer, the company will follow up and treatment of oral or written claims.
Finally, it is important to remember that the success of loyalty based on a genuine desire to offer impeccable service.
Source: www.relationclientmag.fr, http://www.qualiteperformance.org/