What makes the difference between satisfied customers and loyal customers?
Customer service speaker and bestselling business author Shep Hyken answered this question and more in a recent webinar with Voiance. Shep shared 10 ways to create loyal customers, and you can find five below and five more will come in February’s blog. Of course, you will get the most details from out Shep’s book, Amaze Every Customer Every Time.
Satisfied vs. Loyal Customers
Studies have shown that 40% of satisfied customers won’t return to your business. This is because “satisfactory” isn’t good enough to create loyal customers. You have to be better, you have be what Shep refers to as “amazing”.
Here are five of Shep’s top ten tools to help your organization amaze your customers every time and create loyal customers:
1. Act like you own the place.
Take responsibility for what you do. Empower your employees to act like the owner and make good decisions for the customer.
2. To be the best place to buy, be the best place to work.
Creating a work culture that is focused on the customers as well as the employees. Make the environment such that the employees feel excited to work there.
3. One to say yes, two to say no.
Traditionally you have to get approval from a manager to do something special for a customer. This is flipping that around and saying you should only have to get permission when you can’t do something for your customer. You figure out what it’s going to take to make that customer happy, and do it.
4. Know the value of your customer.
Knowing your customer’s worth to your organization, will help you decide the best way to take care of them.
5. Avoid Loyalty Killers.
• “It’s against company policy.”
• “It’s not my job.”
• You’ll have to talk to [fill in name], and he/she won’t be back until tomorrow.”