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customer experience

There’s one great, predictable way to keep customers loyal, and this is it:

Deliver a positive customer experience.

About 70% of customers say that a positive experience would make them loyal to a company and likely to recommend the company to others, a NewVoiceMedia study found.

Delivering one isn’t be too hard, either, considering customers cited having a “positive” experience with businesses they work with. Still, they didn’t cite having “exceptional,” “beyond my expectations” or “extraordinary” experiences.

But the bottom line is: Customers want their expectations met, and they’ll remain loyal for it.

Everyday tactics to try

To boost loyalty, your customer experience professionals can use these phrases, which create fast satisfaction:

  • “Tell me what I can do for you today.” It’s more intimate than, “How can I help you?” and suggests you aren’t just anticipating what they want. Instead, you’re inviting them to tell you.
  • “I take full responsibility.” If you (or the organization) made a mistake, it’s expected. But if you didn’t make the mistake, it’s still important to say it in the context that you’ll take full responsibility for the desired solution.
  • “I will keep you updated.” In this case, the action is more important than the words. Let customers know the intervals at which you’ll update them — and then do it. For instance, “I’ll contact you by 4 p.m. every day until the repair is finished.”
  • “Let me find out for you.” It’s the ideal thing to say when you don’t know the answer to their queries immediately. You’re setting a realistic expectation for a reliable response.
  • “I have a solution for that.” It gives immediate reassurance that customers have reached someone who can and will help.
  • “Contact me directly at … when you need something.” Nothing builds loyalty like the feeling of a personal, inside track to help.
  • “I appreciate your business.” Merely thanking customers for contacting you and ordering or reporting a problem doesn’t convey how important customers are to the organizations. Remind them that you want them to remain loyal.

Tags: customer, management, service

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These words or tactics shall definitely instill confidence about a company from customer's perspective.Also, these shall also help in boosting the employers confidence while dealing with the customers which helps companies to retain most of the consumers, which inturn increases company revenues.

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