Build Customer Loyalty Through Listening

on January 16, 2017

When a customer has an opinion about your business – positive or negative – they want it to be heard. They’ll share feedback on your products and services with friends, family, co-workers and even strangers. The most important thing is that your business is listening at every turn and being responsive.

The new SMB Guide to Connecting with Customers is a free, interactive tool that will help your business amp up its customer loyalty strategy. The guide highlights the importance of using technology to connect with customers and offers recommendations on how to implement real processes that will boost your business. To get started, access the guide here.

Unsure of how to guarantee you’re taking the right steps to listen and build loyalty? Start here:

  • Be responsive. Almost half of consumers will shop with a competitor within a day of experiencing poor customer service. At the first sign of an issue, show the customer they have your full attention and make them aware of the action being taken to correct it, such as providing a discount on their next purchase or immediately replacing compromised product. Show your customers they are your priority.
  • Lean on modern technology. Utilizing a CRM solution such as Dynamics 365 can help your business better serve consumers by providing advanced analytics like customer information, sales and engagements. Not only does this solution introduce new ways of tracking customer data, but it also streamlines other business functions. Try a free 30-day trial of Dynamics 365 or watch this free 45-minute webinar on how to use Dynamics 365 to increase productivity.
  • Utilize social media. Social media should be more than another platform to plug your products. It is an opportunity to create a community with your customers. Furthermore, many consumers turn to the internet to voice concerns. Ensure you are monitoring your social channels and engaging with customers on a regular basis.
  • Ask for their opinions. Today’s consumers are more informed than ever. Actively solicit feedback, and then use it to help guide future business decisions. Consider setting up a quick poll on social media to gauge customer sentiment and gain actionable insights.

A recent Microsoft survey found that 97 percent of consumers are likely to remain loyal to a company that implements their feedback. If a customer feels like they are being heard, it is almost certain that they will become a long-term client. Use these tips and get ready to enjoy long term customer satisfaction, loyalty and referrals.