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Customer Loyalty: The Never-Ending Quest

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Customer Loyalty: The Never-Ending Quest

July 17, 2014

  By Michelle Amodio, TMCnet Contributor

When it comes to good business practices, most research and news items focus on customers, how to retain them, and build customer loyalty. The latter is not something that is acquired and then left to the ether; instead, customer loyalty is a sort of never-ending quest. In this quest to become your customers' irreplaceable vendor, you have to develop a customer dependency driven through customer knowledge, communication coordination, anticipation of needs, and ease of use.

“One does not simply walk into customer loyalty,” says Business2Community, playing on a popular Lord of the Rings meme that has been circulating the Internet. While the character Boromir was promptly pointing out the difficulties of the task of traveling to Mordor, the customer service community could learn a thing or two about the challenges of getting and keeping customer loyalty. Right you are, Boromir—it doesn’t just “simply” happen, and so businesses have to devise a plan for this quest, and follow it to the letter.

Happy customers equal loyal customers, and loyal customers equal brand advocates. The downfall for many companies is that they don't know how to keep customers. It seems this is the pot of gold at the end of the rainbow and few firms find it.

Regardless of what business you are in—whether you own a restaurant, night club, day spa, beauty salon, day care or flower shop—one major problem that comes up is when a customer base grows too large. Once your customer base hits a large number, it is imperative to adapt to have an effective means of communication to stay in touch with the crowd, usually through a comprehensive customer support software that will enable the help desk team to manage high volumes of requests efficiently.

The customer experience that generates positive reviews and brand loyalty today delivers accurate, relevant and personalized information on an individual basis. Implementing a truly all-inclusive customer experience model for a multi-channel approach is critical. Integrating everything from online support to tracking customer interaction has proven to be successful and is not just good customer service, but distinguished engagement. Customer loyalty is born here.

Solutions like TeamSupport offer what is known as “collaborative customer support” software, which in turn helps boost communication between employees and customers.

Customers today demand higher quality, competitively priced products and improved service while businesses are continually tasked with striking the balance between service quality, efficiency and effectiveness, and revenue generation, cost cutting and profitability. How are you staying ahead of the curve and keeping customers loyal?

Edited by Alisen Downey
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