What Is a Simple Way to Ensure Customer Loyalty?

We asked our Twitter panel “What is a simple way to ensure customer loyalty?”

Ann-Marie Rapisarda ‏@AnnRapisarda

Always treat customers with respect by really listening to their enquiry/request and offer authentic responses every time.

Robert Lamb ‏@lambrobert

Analyse and optimise with the mission in mind. Don’t minimise your Average Handling Time (AHT) if your ideal is top Customer Experience.

ININ ‏

Ask for #feedback – It’s the best way to understand how you can meet the needs of your #customers.

Julie Mordue ‏@JulieMordue

Employee engagement!

Sian Ciabattoni @noblesystemsuk

Think about which social media feed to use for which demographic, Facebook for public interaction, Twitter & LinkedIn for business interaction.

Netcall ‏@Netcall

Make it easy for customers to engage with you and achieve their goals. Reduce customer effort.

Genesys UK ‏@Genesys_UK

Don’t offer rewards to frustrated customers! They want help, not freebies.

NewVoiceMedia @NewVoiceMedia

Loyalty can be improved by offering customers a personalised experience.

James Lawther @SquawkPoint

Do what you say you are going to do.

LiveOps ‏@LiveOps

Know them, serve them and don’t waste their time!

Genesys UK ‏@Genesys_UK

Reducing customer effort builds loyal #customers. If they have to do all the work they won’t come back!

mplsystems ‏@mplSystems

Customers have the power to dictate the kind of service they want; businesses need to adapt strategies to embrace this.

Sabio Sense @sabiosense

Aligning experience offered to #customerexpectations is key. Better to be pleasantly surprised than a bit disappointed!

NewVoiceMedia @NewVoiceMedia

Treat them as individuals & understand their buying patterns/likes & dislikes.

Magnetic North ‏@MN_Cloud

Offer a personal experience. Use CRM integration and call routing to wow your customer and offer them a smooth process.

Akhilesh Kapoor @akhileshkapoor

Pricing, personalized advertising and reliable customer support.

mplsystems ‏@mplSystems

Loyalty improves when agents have tools such as agent desktops that let them look after customers properly #agentdesktop

Sabio Sense ‏@sabiosense

Investing in agents that bring the kind of emotional intelligence needed to really connect with customers. #customerservice

Very Good Service @verygoodservice

Deliver beyond customer expectations.

Genesys UK ‏@Genesys_UK

Personalise interactions & use your data to show a genuine interest in the #customer – they will keep returning.

mplsystems ‏@mplSystems

Spare customers from tedious IVR menus – give them a choice to progress using instant self-service channels #visualIVR

Genesys UK ‏@Genesys_UK

Listen to #complaints and use them to your advantage – They can help you learn what #customers don’t like so you can change.

Reactiv @ReactivMedia

Simply, be honest and open! Wear your successes and failures on your sleeve for all to see. Nobody is perfect!

PCMS Call Centre ‏@PCMSCallCentre

Maintaining quality & consistency across all contact channels. High service standards shouldn’t be limited to telephony.

Sian Ciabattoni @noblesystemsuk

Always respond quickly, personalise it so that they know you have read it & care about their issues, follow them & suggest a DM to resolve.

What do you think is a simple way to ensure customer loyalty?

Tweet your responses to @callcentrehelp

Author: Megan Jones