Customer service costs can be copious, but customer base drives a business. Without that engaged, loyal base, businesses die. Classic customer service programs exist, because they keep that base interested and buying. US buyers buy into loyalty programs, a lot, because the concept is incredibly simple and easy to cash in on. Show loyalty by buying our brand often enough, we’ll give you free stuff. People need to feel acknowledged, even for shopping a brand. People want to feel special too. Which explains why incentive-based loyalty programs with perks like free shipping, pre-launch access, extended return options and dedicated numbers are one way big biz, like Best Buy and Amazon, stay relevant. Part of that customer need to feel special requires reactivity. Customer service legends, like Zappos, understand that customers want their comments acknowledged and their problems dealt with post haste. So agents pretzel themselves to fix negative issues and cyber-rush to the inbox of cheerers to thank them.
Great businesses make a great product, deliver it quickly, pay attention to their base and reward them for their support. On the flip side, great business leaders also reward great customer service. Any business can benefit from the Amazon model that rewards great sellers, who earn great reviews with prominent placement of their products on the site.
- Absolutely recognize regular customers, and if you have a loyalty program even better.
- HELP your customers resolve their problems in a timely manner. Customers do not want to wait to get their problem fixed, or question answered.
- Be Human to your customers, use a live chat option so if they have concerns or questions they can be addressed.
“A well-trained team can use powerful customer service selling skills to build loyalty and generate additional revenue.”