Experience & Excellence Management
Proactive and reactive improvements of the customer experience need to be an ongoing excellence effort supported by management
This is where companies have the opportunity to let the customer feel how important they are because of adjustments and improvements made for them. If the voice of the customer remains unheard or is not driven to effective improvements customer retention is close to impossible.
Efficient work streams and effective methodologies to resolve customer claims are essential as much as understanding why customers are loyal so these reasons can be replicated to a broader range of customers.
Things do go wrong and when they do customers expect and deserve a flawless resolution process. Customer loyalty can be improved even in crisis - trust can be repaired if the customer problem resolution process exceeds expectations.
Flawless interfacing internally is not experienced by the customer: the opposite is. Reputation and speed both influence the bottom line long term and customers who are served flawlessly are very likely to return with ease.
Customers exercise their choices, so for them to behave loyal the customer will have to experience a number of benefits.
Customer retention does not only guarantee more business down the road but also additional opportunities to learn from those loyal customers and keep outperforming the market by understanding and achieving better customer retention and profitability.