Customer Experience News & Trends

What does a loyal customer look like?

Do you know which of your customers is most likely to stay loyal ? Here’s how to identify them – and the best ways to keep them.

Middle-aged women who are tech-friendly and committed will stick with you through good times and bad, according to 1to1 Media and Forrester research.

What’s more, they’ll come to the contact center across channels – from calls to web chat to email.

Of course, contact centers can’t expect every married woman who likes to blog will stay with them forever. And don’t assume that single men who dislike email won’t stick around.

But agents can take steps to build loyalty with every customer these days. Try:

  • Customizing every experience. Even if you’ve solved the same problem 100 times, say, “What I will do specially for you is …”
  • Rewarding customers. Thank them for their continued support with personal, written notes, discounts or bonuses just for them.

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