One of the greatest things to provide is empathy-powered communication, helping customers realize that the request for their feedback is of the greatest assistance to your business improvement. There is also the ability to show that you appreciate the needs and values that they place on the market. With answers provided in the surveys and questionnaires given to customers, there is much to see in the social network created, much to learn for the coming leads to be gained, as well as the upcoming products and services that may be needed for sale and distribution to old and new customers.
Customer Satisfaction Index (CSI) campaigns provide a number of important benefits to help maintain business in the coming seasons. While each marketing campaign has a specific goal, it is important to gain information on specific customer response to your products, marketing strategy, customer service, communication and more, in order to help determine what has gone right and what needs to be updated in the coming seasons. In most cases at this time, boat show season has passed for the year and sales are at their peak. Now it is time to find out how your new and returning customers feel about their interactions with your company and whether they will likely refer friends, family, neighbors and other contacts to you.
As mentioned in the previous article, now is prime time to start the follow-up process with all of those leads and customers gained from boat shows and related efforts. The benefits of inquiring on your customers’ satisfaction with their interaction with your brand are clear.
CSI, in this context, stands for Customer Satisfaction Index and describes customer sentiments towards a business they personally interacted with. A CSI Campaign is an effort to discover how your customers feel about their experience with your dealership. The feedback gathered from these campaigns is invaluable as it reveals what your customers might be telling their peers. Positive sentiments reveals what should continue, and negative sentiments shed light on what can be improved upon. Campaigns of this sort are also an opportunity to thank your customers, which can go a long way in promoting a positive customer experience.
As stated in our previous article, it costs five times more to acquire new customers than to retain existing ones, and now it is important to know that existing customers are also much more likely to try your new products and spend more money on your products overall. It boils down to loyalty. Your existing customers are still with you for a reason – they believe in your brand and what it can do for them.
Did you know that it costs five times more to attract a new customer than to retain existing ones? However, it has been shown that about 44% of businesses invest more in acquiring new customers than building loyal and lasting relationships with the existing ones. Considering this amount of cost, it is surprising that only 18% of companies focus on customer retention in a significant manner.
In previous articles, we have discussed in length the huge importance of valuing your customers. This article aims to go beyond that by explaining how to put your customers at the tippy top of your priority list in an effort to become a Customer-First company. Dealerships and organizations who have adopted this concept are among the most successful and it all starts with a keen understanding of the customer experience.
We know now that customer loyalty is the most important factor in building and maintaining a business. Let’s talk a little about those who are responsible for customer relations and communications; your customer service employees. Those in the customer service position find their work both rewarding and challenging at times and it is important to keep them motivated to do well through it all. Happy employees are much more willing to strive do well at their job than those who don’t feel adequate or feel underappreciated.
With the idea that customer loyalty is one of the most valuable ways to maintain and increase business, one of the best options is to introduce a loyalty program to incentivize existing customers. Such reward programs help build customer relationships and ensure their return for further sales and positive reviews spread to others.
Over the past ten years the growth and development of online sales and marketing has evolved to suit the demands of fast pace internet users. There is plenty of increased availability that helps to access many brands that would not have been previously seen in the mall or shopping center down the street. There is more to the available online store than the purchase. Customer support has become accessible through the internet as well, and has since grown into a necessity for business. Live chat is one form of online support that has become a favorite among users in recent years. Instant messeging businesses? Who would have thunk it?