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Never Underestimate the Importance of Customer Loyalty Management

Customer loyalty management is often overlooked, but it is an important part of business that can help to elevate your company to a higher level.  Repeat customers drive stronger sales and decrease the cost of sales.

The Importance of Customer Loyalty Management

Customer loyalty and customer relations management can work together to help you make your customer base strong.  With these tactics you will be able to ensure customers are always kept happy and will want to return to do business with your company.

To grasp the financial significance of customer loyalty, look at the below statistics related to customer retention:
  • It costs six times more to attract a new customer than it does to keep an existing one.
  • A typical dissatisfied customer will tell eight to ten people about their problem.
  • Seven of ten customers will do business with you again, if you resolve the complaint in their favor.
  • If you resolve a complaint on the spot, 95% will do business again.
  • Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.
Customer loyalty management focuses on making sure that everything is done to ensure that customers will return.  Return customers (or repeat customers) are essential for a company to be successful.  When proper skills are taught to employees, it is possible to keep customer retention at high levels, thus ensuring business success.

Customer relations management is an important part of customer loyalty because it will help ensure that all customers are treated with respect and with the care needed to ensure that they are always satisfied with the service received at your company.

Who Should Be Trained in Customer Loyalty Management

Every employee needs to understand the concept of customer loyalty and customer relations.  All employees should be required to attend training on both subjects to ensure that every employee interacts with customers in the right way.

Customer loyalty training will help employees understand the importance of always treating customers properly.  It will explain to employees how bad attitudes and treating customers with disrespect can ruin a business.

Managers and supervisors need to be trained to recognize bad customer service and how to fix problems.  It is essential that they know what to do in a situation where employees can not handle a customer problem.  Mangers and supervisors should be able to handle every situation that could occur.

Customer Loyalty Management Skills

Some of the important skills that employees need to learn involve simple customer service skills and advanced skills in dealing with customer issues.  Customer loyalty management involves getting to the heart of good communication and problem solving.

Skills learned in customer loyalty management training include learning how to relate to customers in every situation, learning to be accountable for problems, how to handle customer needs and how to handle difficult behavior.  Training will also help employees to learn better organizational skills and the basics of customer service.

Organizations should ensure that all employees have the skills needed to handle customers in the proper way every time they deal with them whether they are internal customers or external customers.  Concentrate on implementing training for employees to build skills that will improve customer loyalty and improve customer retention. Customer loyalty management is essential to every business.
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