Building A Loyal Customer Base
Open your medicine cabinet or kitchen cupboard and you’ll probably see a few products you’ve used for years – the same peanut butter your mom packed in school lunches or the toothpaste you’ve brushed with since grade school. We all have favorite brands when it comes to products and services, but with so many choices in an ever-changing marketplace, brand loyalty can never be taken for granted.
Besides knowing your clients’ preferences and buying habits, it’s important to know why they’re doing business with you – or why they’re not. It might seem awkward to simply ask your customers for honest feedback, but most will welcome the opportunity and appreciate your interest and genuine commitment to improving their experience, and continue building on what’s working well. Consumers who feel their opinions are valued become loyal customers. Over half of the respondents in the Northridge Group survey said they are willing to spend more with a company that provides an excellent customer experience.