Bring your customer loyalty back to life with these hacks

Tip 1: Deliver exceptional customer care

How’s the experience when customers call your hotline to raise an issue, ask about products in-store, or send a query to your brand’s social media page?Customer service is often the first touchpoint for consumers. Moreover, it can significantly impact the way they perceive your brand and even factor in their decision to purchase. Prioritize equipping your teams in handling various situations and questions effectively. Some of these can include the following: 

• Reflective listening: this is a skill that requires repeating what people say when responding to their concerns, ensuring that the customer service rep and the customer are on the same page.
• Simulation: put yourselves in the customer’s shoes by experiencing the process of purchasing your service/product. With this, you’ll be able to answer crucial questions from their point of view. Is your website’s user interface easy to navigate? Can reps explain a product’s technical aspect in plain and simple language? You’ll know it when you experience it.
• Crisis communication: Anticipating problems that may arise is the key. In cases like these, honesty, transparency, and being proactive are important. It’s best to prepare FAQs and answer guides your reps can review and refer to—yes, even for the hard-hitting questions. 

Tip 2: Ask for feedback

We all know Apple as this global mega-brand that has revolutionized the customer experience. However, their process goes back to basics. Apple store managers call detractors within 24 hours to ask for feedback. This practice has helped generate the brand over 25 million dollars in additional revenue yearly—all because of a simple follow-up.

The lesson? Don’t be afraid of negative feedback. Show that you value customer opinions by soliciting their input and acting on it. This just demonstrates that your organization is committed to improving.

Read More: Create noise for your brand with these 3 tips 

Tip 3: Offer consistent quality

Loyal customers are not built in a day—nor are they built on one great offer. It’s those little blocks of consistency every day that keep them coming back, even when there’s no special occasion.  

Monitor quality regularly by first defining your SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound). Then, ensure that you have an apt tool for collecting and analyzing data, which you can use to ensure your product or service is delivering consistently.  

Don’t forget to perform quality audits conducted by internal or external auditors to identify gaps and errors. 

Pro-tip: Reward loyal customers

With Christmas just around the corner, digital vouchers like Pluxee Gifts are the perfect way to spread the yuletide cheer. For instance, Pluxee Gift codes that can be sent by email can be customized to include your logo, a personalized message, and even partner merchants for redemption. 

These are universally accepted at our partner Merchants or for holiday favorites only like ham, cheese and baskets. Giving your customers gifts during special occasions is a concrete way to show appreciation and encourages them to keep coming back for years to come.  

Spark joy for repeat purchases or referrals, foster a sense of belonging, and eliminate logistical woes. Let Pluxee do the gifting work for you, so you can keep focusing on what really matters this Christmas and beyond. Customize your loyalty program with us by signing up here.  

Final thoughts

Sustaining customer loyalty is an ongoing process that requires dedication and effort. By delivering exceptional customer service, asking for feedback, offering consistent quality, and rewarding loyalty, you can create a customer base that helps grow your business through positive word-of-mouth.

Remember, loyal customers are an irreplaceable asset of your business. Invest in their satisfaction and watch your business succeed to new heights.