Customer Experience News & Trends

When’s your best opportunity to gain customer loyalty?

As a contact center pro, you hold the key to customer loyalty. But when is your best chance to win it?

Put your efforts on customers’ first purchase, a Clickfox survey recently found.

For customers these are the most critical times for gaining their loyalty:

  • Before I buy (11%)
  • My first purchase (49%)
  • When you resolve an issue (40%)
  • When I consider competitors (1%)

Here’s one way agents can step closer to winning customer loyalty during that first purchase or start of a service: Spend a little more time with customers setting expectations.

When customers understand exactly what to expect from products or services and when those expectations will be met, they’ll never be disappointed. Even better, if setting the expectations is done with courtesy and kindness, customers will be more than satisfied.

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