Customers were candid and said this is the best way you can reward their loyalty.
Give them more great service.
That’s right. Forget the little tokens of appreciation, coupons and special promotions. They want consistently good experiences, according to an Ipsos Reid survey.
What constitutes a great customer experience? Customers’ expectations aren’t unrealistic. Here’s what they consider most important:
- Knowledgeable staff. Customers want to deal with one person who can help without having to call on others and delay the process.
- Timely answers. They want to be acknowledged quickly and have their questions answers or problems resolved quickly.
- Courteous help. It doesn’t have to be over-the-top. Customers want to deal with people who are likeable and who make an effort to engage them.
- Sincere appreciation. Customers want to know the company appreciates their business. Acknowledging their loyalty is often enough.
