Good Customer Service = Customer Loyalty

26 Oct

Tuesday, October 26, 2010

Last week, I talked about the importance of customer service to your publicity. Now, let’s talk about customer service and how it pertains to customer loyalty.

“Customer loyalty matters, because selling more to current customers is easier and cheaper than finding and selling to new ones.” — Chintan Bharwada of

Wouldn’t you prefer to do less work and sell more than have to work that much harder to secure new clientele? I would. And you should, too! It’s not only smart business, but efficient business as well.

Consider this:
1. Unless you give them some valid reason, your customers can just as easily patronize a competitor (or forgo the product/service altogether). Their willingness to return to you is only partly out of necessity.
2.  Cultivate relationships with clients you have determined to be “influential.” What I mean is, those customers that you have identified as loyal to your brand will be more likely to promote your business to friends and other contacts to whom you would not normally have access.
3. You have to exceed your customers’ expectations. Give them what they want and a little more…even if they don’t know they want/need it. Today, the bar is set higher because more and more business owners are realizing the importance of customer service and how it plays into their bottom line. You have to be better than good; be outstanding!
4.  It’s small and seems obvious while talking about customer loyalty, but offering some sort of a loyalty program can go a long way as long as you make sure the reward is something the customer really wants or needs.

There are truly endless ways to offer customer service to preserve customer loyalty. It should be an everyday practice…should become like second-nature. I challenge you to try it and just wait for the positive results. You’ll be happy you did. If you’d like more advice on offering good customer service or how to better market your business, contact me. I would love to hear from you. Best of luck.


***You still have some time to take advantage of the new client promotion… 5 days, anyway. Check out the “Services” page for details. Don’t miss out on this opportunity!!***

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