Loyal customers are a brand’s best ambassadors. They make repeat purchases, refer your business to others, and write positive reviews of your product or service online. While product quality and convenience matter considerably, a 2017 Blackhawk Network survey found that 94% of respondents cited consistently good customer experience as a key reason to stay loyal to a brand. Consequently, it’s critical for businesses to provide timely support and ensure pleasant interactions (even during issue resolution) to foster loyalty among customers.
While attractive discounts, free giveaways, and product previews or extended trials are some of the commonly used strategies to cultivate a customer following, availability and transparency are more authentic ways to build long-term relationships. The calibre of service extended, in-person, online, or over call, has the capacity to influence a customer’s perception of the brand. Customer support agents play a direct role in reaffirming brand values in the mind of consumers. A well-prepared and helpful call center agent can improve a customer’s experience with a business, even if they’re calling to register a complaint about a product or service.
Additionally, experience with phone support isn’t restricted to when the customer is in direct conversation with the agent. It includes the time spent reaching the agent and engaging in any post-call follow-ups as well. We’ve listed 3 simple guidelines you can give your call center employees for them to do their part to keep your customers loyal.