Happy customers are the key to business success whether you run a small business or a multinational corporation. Happy customers are satisfied not only with the product or service offered, but also their interactions with the brand and the support they receive when connecting with the company. While the product, service, and support your brand offers are important to building customer loyalty, an efficient and effective customer-facing effort can build greater customer loyalty in the year ahead. Not sure where to start? Here are four ways to build customer loyalty in 2019.
There are various ways that customers can contact your brand, such as chatbots through social media or email addresses. However, making it as easy as possible to contact your brand is the best way to build customer loyalty. The best means of easy contact is promoting your inbound phone number. Putting your phone number out there for customers to see makes it easy for them to contact you immediately and allows your brand to solve their problems quickly, boosting their impression of your brand.
Although some customers enjoy the option for self-service when dealing with brands, surveys suggest that 61% of mobile users prefer to call a business when they're in need during the purchase phase of the buying cycle. Reaching out on the phone as opposed to online enables customers to get answers quicker. Great customer service is a rarity and can prove invaluable to your brand. Not only do customers crave the chance to speak directly to a person when making a purchase, but inbound phone calls to a great customer service team are also 10-15 times more likely to result in successful sales or follow-up activity. These are all beneficial to building brand loyalty.
Data analytics can help your business in many ways, but when it comes to inbound phone calls, analytics can help build a better customer relationship by understanding which customers are happy and why. Data analytics from inbound calls provide a deeper look at customer preferences and buying habits that ensure you are serving at them to the best of your ability. In fact, using data from customer phone calls to improve service has shown to increase customer loyalty by 58%.
Finally, personalizing communications with your customers can boost customer satisfaction. A simple starting point here is addressing customers by their first name, but it goes so much deeper. Data analytics offers your brand information that helps identify customer purchase histories, previous interactions with the brand, and their involvement in any rewards programs your brand offers. Personalized communications give customers a sense of appreciation that enhances their loyalty to your company.
All of this is possible through inbound phone calls. Remember to prominently display your phone number, trust in data analytics to guide your customer service team in interacting with customers, and work to personalize interactions with customers over the phone.