{"id":1302,"date":"2014-10-03T11:09:58","date_gmt":"2014-10-03T11:09:58","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-10-03T11:09:58","modified_gmt":"2014-10-03T11:09:58","slug":"be-proactive-in-building-valuable-customer-loyalty","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/be-proactive-in-building-valuable-customer-loyalty\/","title":{"rendered":"Be Proactive in Building Valuable Customer Loyalty"},"content":{"rendered":"<div>\n<p>October 3, 2014<\/p>\n<div>\n<p><img decoding=\"async\" src=\"http:\/\/www.tmcnet.com\/tmcnet\/columns\/Tracey.gif\" height=\"59\" border=\"0\" \/><\/p>\n<div>By , TMCnet Contributor<\/div>\n<\/div>\n<p>Every time a contact center interacts with a customer, the primary goal (of course) is to answer the customer\u2019s question or resolve a problem. While this should be the top priority, there is another, more subtle goal: to build customer loyalty and ensure that the customer keeps coming back. While some companies are good at the first task, the second goal is much more challenging. \u201cKeeping customers happy\u201d doesn\u2019t have a simple formula or checklist to follow.<\/p>\n<p>\u201cCustomers want an exceptional experience and will quickly switch to another company to get that experience,\u201d wrote customer service consultant and author Lisa Ford. \u201cAverage and mediocre will be your ticket to losing customers. In a recent survey conducted by Forrester Research ( <img decoding=\"async\" src=\"http:\/\/images.tmcnet.com\/tmc\/vertical\/financial\/images\/chart_icon.gif\" \/> \u2013 ), 76 percent of executives said they want to set themselves apart through the customer experience. However, the majority of those same executives stated that no clear strategy or budget has been established to support this goal.\u201d<\/p>\n<p>While there is no one-size-fits-all strategy for building customer loyalty\u2014it depends on your customer base and your business\u2014there are some common themes.<\/p>\n<p><strong><em>Autonomy ( \u2013 ) for agents.<\/em><\/strong> No one likes to have a script read to them. Customers who believe that agents are unable to use their own initiative to handle their problems won\u2019t have much confidence in the outcome. Front-line agents likely understand customers at least as well as the marketing department or the company\u2019s executive leadership. Allow them to use their own judgment to solve customer problems, and it\u2019s likely that customer interactions will become more personalized\u2014this is the hallmark of a good customer interaction. It will also help boost employee engagement. No one wants to do the job of a mindless robot.<\/p>\n<p><strong><em>True multichannel integration.<\/em><\/strong> It\u2019s been said a million and one times, but companies that lack true integration across multimedia channels won\u2019t be able to deliver a quality customer experience.<\/p>\n<p>\u201cThe best companies are working diligently to \u2018integrate\u2019 the information from the various channels that customers use,\u201d wrote Ford. \u201cDon\u2019t let a single touchpoint be the reason they leave you. Customers have high expectations for a consistent experience across their chosen channels.\u201d<\/p>\n<p><strong><em>Be proactive.<\/em><\/strong> With a little thought (and some analytics and centralized databases), it\u2019s possible to anticipate customer needs even before the customer knows what he or she needs. Reach out to customers via outbound phone calls or text messages when you know you can help them. Customers will feel that your organization \u201cgets\u201d them, and this is a powerful way to foster customer loyalty.<\/p>\n<p>It\u2019s not enough to simply solve customers\u2019 problems. A successful customer-facing organization values its customers and demonstrates this appreciation at every turn. A better understanding of the challenges customers face today\u2014and taking action based on that understanding\u2014will go a long way toward building that critical customer loyalty.<\/p>\n<p>Edited by <\/p>\n<\/div>\n<p><img decoding=\"async\" src=\"http:\/\/pixel.quantserve.com\/pixel\/p-89EKCgBk8MZdE.gif\" border=\"0\" height=\"1\" width=\"1\" \/><\/p>\n<div id=\"s-share-buttons\" class=\"horizontal-w-c-circular s-share-w-c\"><a href=\"http:\/\/www.facebook.com\/sharer.php?u=\" target=\"_blank\" title=\"Share to Facebook\" class=\"s3-facebook hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"http:\/\/twitter.com\/intent\/tweet?text=&amp;url=\" target=\"_blank\" title=\"Share on Twitter\" class=\"s3-twitter hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"https:\/\/plus.google.com\/share?url=\" target=\"_blank\" title=\"Share to Google+\" class=\"s3-google-plus hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&amp;url=\" target=\"_blank\" title=\"Share on LinkedIn\" class=\"s3-linkedin hint--top\" rel=\"noopener noreferrer\"><\/a><\/div>","protected":false},"excerpt":{"rendered":"<p>October 03, 2014 By , TMCnet Contributor Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer&rsquo;s question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1302","post","type-post","status-publish","format-standard","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1302","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1302"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1302\/revisions"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1302"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1302"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1302"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}