Customer loyalty is not only a measure of customer retention, but is also an indicator of how you can expect to grow via referrals. With more choice than ever available to consumers, expectations are high, and one of the best ways to find out what your customers expect from you is by gathering feedback. Here are some of the key ways you can use this feedback to build customer loyalty…
Don’t wait for your customers to come to you to tell you what they think. More often than not, you will get negative feedback (which is of course useful) but you may not gain insight into the strengths of your company, and what it is that you need to develop loyalty. Reaching out to your customers shows a desire to listen and demonstrates how valuable their opinion is to you. Craft a strong customer feedback strategy, and take it to as many of your customers as possible to get the most accurate response.
Listen To Feedback
Collecting feedback is the first step, but you must follow this up by analysing the data. Many customers will feel their loyalty is betrayed if you ask for feedback then do not act on it. It’s important for them to know they are being listened to, and then see that manifested in the changes you make.
It is obviously valuable to your company when customers take the time to provide insights, so you should strive to validate this by letting them know they have been heard. Being polite and courteous when speaking to them is a start, but following up afterwards, and being open and honest about the steps you have been taking is also important.
Measuring your successes isn’t just useful, it’s necessary. You can’t know for sure how much progress you have made unless you assess the changes in the different areas of your business. Consider customer trends, reviews, usage patterns and overall customer sentiment.
Ant Marketing have years worth of experience in surveying customers and researching markets. Our business-to-business and business-to-consumer market research services are delivered by a dedicated and multi-skilled market research team, and work with you to deliver the exact solutions you need. If you would like more information, take a look at our services, and please do get in touch.