As everybody in the call center industry knows by now, it’s 6-7 times more expensive to acquire new customers than to market to current ones.
Current customers, after all, sustain your business in more ways than one. And if you want a better return on your investment, it’s imperative that you prioritize customer loyalty above all else.
Of course, that doesn’t mean you have to stop recruiting new clients. That said, when it comes to expanding your client base, there’s no better way to do that than to turn your most loyal customers into brand advocates.
Here are the most recommended tips on how to provide satisfied customers with the added motivation to spread the good word about your brand.
1. Customer loyalty programs
Loyalty programs are a great way to reward your existing customers for doing business with your company.
By offering incentives such as discounts, gifts, merchandise, etc. for their purchasing behavior, you are providing customers more motivation to do repeat business with you in the future.
One good way to optimize loyalty programs is to incentivize engagement-based customer behavior.
By rewarding non-transactional actions, you are giving off the impression that you value your customers beyond the money they are putting in your company’s coffers.
2. Referral programs
Most satisfied customers don’t have qualms about recommending a brand to friends and family even with no strings attached.
Of course, there’s nothing wrong with providing them with an added motivation to continue spreading the good word.
Using a comprehensive referral program, you can offer rewards to loyal customers for “recruiting” potential clients to sign up for your brand.
Not only does this expand your client base, it also helps spread awareness about your products and services.
3. Engage on social media
Thanks to social media, businesses have more opportunities to engage with potential and existing customers.
This is why it’s crucial that your brand has an online presence on important social media channels.
By engaging with users on Facebook, Instagram, and Twitter, you’re creating opportunities for building and sustaining meaningful relationships with clients.
And when customers are happy with your brand, they are far more likely to talk favorably about your company on social media.
And from thence comes user-generated content, which sends a strong signal that your brand is reputable and worth checking out.
4. Produce valuable content
People go to the web if they have questions and issues that concern them.
By producing valuable content on a regular basis, you are offering your target audience the answers and solutions they are looking for. This, of course, increases the likelihood of conversions.
Moreover, customers won’t hesitate to share your content on social media if they believe that it offers value.
5. Improve customer experience
A contact center that adopts a customer-centric approach to interacting with customers can go a long way into giving your company a big boost regarding reputation.
Call center agents are your clients’ first line of contact when they have issues or concerns about your brand. In short, they represent your brand. In the customer’s eyes, they are the brand.
Hence, a well-managed call center is a great way to put your best foot forward in your efforts to building and maintaining a meaningful relationship with customers.
Besides, people love to rant about poor customer service all the time. By being an exception to the perceived rule, your business will stand out among its competitors.
Happy customers have a way of developing a sense of ownership over products that they feel strongly about. So don’t be surprised when more and more callers start signing up for your services because a friend or a family member recommended them.
Studies show that customer experience will have more weight in driving business success by the year 2020.
This can only mean that customer loyalty will be an important brand differentiator in the years to come, even more so on account of the fact that current customers are your brand’s most effective ambassadors.