Customers who have great experiences with your contact center will show the love. But how?
Good news: You don’t even have to encourage or remind them to show the love, according to the ClickFox brand loyalty survey.
Almost 80% of customers say they spread the word on companies, products and services they love, starting and continuing a positive word-of-mouth campaign.
Close to 70% of customers say they buy more when they love you, and 54% go so far as to pledge to buy a brand exclusively when they love the company, the survey found.
How can your contact center agents create that kind of never-waiver loyalty? Stick to the basics:
- Make customers feel welcomed each time they call or email.
- Refer to past experiences to let them know they’re remembered and important.
- Show respect. Call them by the names or monikers they prefer (Mr., Mrs., Sir, Ma’am, Sue, Joe …) Use pleasantries often (thank you, please, my pleasure).
- Do what you say you will. If you can’t fulfill a promise, explain why immediately and arrange an alternative.
