Your customers can get easily enticed with great products and services particularly when they are smartly packaged and marketed.
However, what will make them stay loyal to your brand is when they receive consistently excellent customer support.
When you have fans of your company, you get free advertising from their referral to their friends and family as well as repeat business.
That is why as a business owner, having winning products and services is just half of the challenge. The other half is to build a customer support team that constantly gives them a great experience every time they get in touch with your company representatives.
Here are the top tips for growing your brand loyalty through customer support.
Resolve their issues to their utmost satisfaction
Resolve their issues in a way that would leave them smiling when they walk away after they contacted customer support.
This is the very first step in giving them good lasting impression about your business.
For one thing, this is what is going to separate you from the competition. When your customers know that they can rely on you to deliver and solve their concerns promptly, they will not bother looking around for an alternative.
Blow them away with great customer service experience
Aside from providing top-notch issue resolution, you can get up your game by walking the extra mile to wow them.
What this means is that in each interaction, your customer support goes above and beyond than what is expected.
One great strategy is to under-promise but over-deliver. If you promise to deliver an order in three days, do everything you can to do it in less time.
Exceeding their expectation is one surefire way to nurture their brand loyalty.
Offer multi-channel support
Be where your customers are. Give them multi-channel support.
In the age of smartphones, your customers can interact with your company in an unlimited array of media including phone, email, your website, and social media instantly and even simultaneously.
Bring your business closer to them by being present on these multiple channels of access.
Offer customer support through call or SMS, an email message, a live chat-box on your website, and engaging social media presence.
Be responsive
In a fast-paced world, you would want to be there right away when they need you.
Therefore, do everything you can to be responsive. Shorten their waiting time and find ways to let them reach out to you quickly.
This is another means of ensuring that you stand out from the crowd and nurture brand loyalty.
Offer rewards
Lastly, show excellent customer support by giving them incentives when they refer you to their friends and family.
You can maybe come up with a family plan that is significantly less costly than an individual plan. You may also give away rebates when they refer a friend to buying your product or using your service.
Additionally, reward them when they stick you for a long time.
Brand loyalty is a gold mine
The truth is, in any business, it is more expensive to acquire a new customer than to keep a loyal fan.
By keeping your customer support team to be on top of the game consistently, you will give your customers more reasons to stay with you.