Five Ways to Create Customer Loyalty - CX Lesson — Transcript

Full transcript

1. 0:00[Music]
2. 0:15hi chef hiking your customer service and
3. 0:17experience expert and today I'm going to
4. 0:19discuss five ways to create Customer
5. 0:22Loyalty now the concept of repeat
6. 0:25business and ultimately customer loyalty
7. 0:27is huge a small increase in loyalty just
8. 0:30as little as 1 or 2% can have a dramatic
9. 0:33positive impact to your top and bottom
10. 0:35line numbers so with that in mind here
11. 0:38are five ideas a few of them Revisited
12. 0:40from the past as well as some new ones
13. 0:42that will help you create that coveted
14. 0:44loyal customer number one don't confuse
15. 0:49a loyalty program with a marketing
16. 0:51program the first thing that pops into
17. 0:53my head when I'm asked about loyalty
18. 0:55programs is the mistake that many
19. 0:57companies make when designing a loyalty
20. 0:59program some companies think they have a
21. 1:01loyalty program but in actuality it's a
22. 1:04marketing program and there's a big
23. 1:06difference if when you take away the
24. 1:08perks and the rewards you may lose the
25. 1:11customer and if that happens then what
26. 1:13you have is a marketing program the best
27. 1:16companies have loyal customers because
28. 1:18of the overall experience not just the
29. 1:20perks and rewards number two create an
30. 1:24emotional connection there's a big
31. 1:26difference between satisfied customers
32. 1:28and loyal customers satisfactory is a
33. 1:30rating but loyalty is an emotion find
34. 1:33out a way to connect with your customers
35. 1:36make them feel special thank them for
36. 1:38the business treat them like they want
37. 1:40to be
38. 1:40treated number three personalization and
39. 1:44customization the concept of the
40. 1:47personalized experience is a Hot Hot Hot
41. 1:49Topic these days with all the data out
42. 1:52there that we're able to gather on
43. 1:53individual customers there's no reason
44. 1:56we can't give a customer a more
45. 1:58personalized and tailored EXP experience
46. 2:01number four create confidence the old
47. 2:03saying goes that people want to do
48. 2:05business with people they know like and
49. 2:08Trust now the knowing and liking is easy
50. 2:11the trust is the hard part earn the
51. 2:13customer's trust by creating a
52. 2:15consistent and predictable above average
53. 2:17experience all of the time customers
54. 2:20want to know what to expect no surprises
55. 2:23consistency is key when they trust you
56. 2:26they'll continue to do business with you
57. 2:28and finally number five break down
58. 2:32Customer Loyalty into bite-sized chunks
59. 2:34most people think customer loyalty is
60. 2:36about a lifetime well it's not the goal
61. 2:39is about a lifetime and a lifetime is a
62. 2:42very very long time so how do you get
63. 2:44customers to be loyal to us for a
64. 2:46lifetime I mean that's huge let's make
65. 2:48it easier rather than a lifetime focus
66. 2:51on the next time every time so ask
67. 2:54yourself what I call the customer
68. 2:56loyalty question what are you doing
69. 2:58right now to make sure the customer will
70. 3:01come back the next time he or she needs
71. 3:03whatever it is that I sell think about
72. 3:05the next time every time and it may just
73. 3:08turn into a lifetime so to wrap all this
74. 3:12up the value of customer loyalty is
75. 3:14obvious loyal customers not only do more
76. 3:16business with the companies they're
77. 3:18loyal to they'll also spend more each
78. 3:20time they do business and when they're
79. 3:23loyal they talk Word of Mouth marketing
80. 3:26is the best marketing there is combine
81. 3:29the value of the lifetime customer with
82. 3:31the value of their recommendations and
83. 3:33the payoff to your customer service and
84. 3:35experience efforts are huge well I hope
85. 3:39you enjoy this short lesson please be
86. 3:41sure to visit my website which is
87. 3:45www.hyken.com
88. 3:46there you'll find more information about
89. 3:48my speaking programs as well as hundreds
90. 3:50of customer service articles that you
91. 3:52can read and share with your colleagues
92. 3:54thank you very much for tuning in this
93. 3:56is shefik and reminding you to always be
94. 4:00amazing