1 / 19

Best Ways to Measure Customer Loyalty

Successful brands utilize inbound call centre services companies or call centre outsourcing services companies for cost-effective and efficient customer support.<br>

phykon
Download Presentation

Best Ways to Measure Customer Loyalty

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Best Ways to Measure Customer Loyalty https://phykon.com/

  2. Good customer service • Measuring customer loyalty is part of good customer service. • Successful brands utilize inbound call centre services companies or call centre outsourcing servicescompanies for cost-effective and efficient customer support.

  3. Did you know? • Winning customer loyalty is key to customer retention and improved revenue. • Satisfied customers are most likely to turn into loyal customers. • Loyal customers advocate for your brand. They tell others about their positive experiences.

  4. Did you know? • Existing customers buy more than new ones. • It costs a business more to acquire a new customer than to retain an existing one. • Consumers are willing to pay more for brands that deliver excellent customer service.

  5. Benefits of Loyal Customers • Increased retention • Increased profit • Unsolicited referrals • Reduced acquisition cost • Higher employee satisfaction

  6. Customer loyalty Customer loyalty can be categorized into 3 elements: • Retention: Customers willing to stay with the brand because they receive value. In inbound call centre servicesCustomer surveys and customer churn can provide an indication of retention. • Enrichment: Defined by repeat or additional purchase from the brand. Analyze a customer’s annual spend to see if it increases or decreases to determine enrichment loyalty.

  7. Customer loyalty • Advocacy: Customers referring your brand to another based on their positive experiences. Use Net Promoter Score (NPS) and scan social media mentions to see how well they advocate.

  8. Conduct a Customer Survey • Build and pose question around these areas: • Overall satisfaction • Willingness to recommend brand to family and friends • Willingness to purchase more frequently

  9. Conduct a Customer Survey • Willingness to purchase the same item • Willingness to purchase other items • Willingness to stick to this brand • Questions must be rated 0-10, 0 = Not at all likely, progressing to 10 = extremely likely

  10. Surveys work • Surveys work best post-contact when the interaction is still fresh in the customers’ minds. • For example, customer support agents at inbound call centre services or call centre outsourcing servicescompanies ask callers how well their issues were resolved at the end of calls.

  11. Find out what drives the customer to buy from you • Products & Services: Variety, price, availability, appearance • Operations: Delivery, Returns/exchange • After-Sales: Support hours, accessibility

  12. Find out what drives the customer to buy from you • Customer engagement: Friendliness, professionalism, omni channel communication • Incorporate positives in promotions and marketing strategies

  13. Net Promoter Score (NPS) • “On a scale of 1 (not at all likely) to 10 (extremely likely), how likely are you to recommend our product/service to a friend?” • NPS helps measure customer loyalty. • NPS correlates with repeat purchases and brand referrals.

  14. What you learn from NPS - Detractors • Customers who score your brand low are the detractors. • Detractors are unhappy with your services. • Most unhappy customers will not buy from you again. • They can spread negative reviews. • This can damage the brand.

  15. What you learn from NPS - Passives • The customers who are neutral are passives. • With diligence, you can win them over. • They can turn against a brand with even a negative review from another unsatisfied customer.

  16. What you learn from NPS - Promoters • The customers who score high are your promoters. • They are your valuable asset. Hold onto them. • They are more likely to repurchase.

  17. What you learn from NPS - Promoters • They are more likely to try new products. • They bring in repeat business and are your strength. • Encourage and appreciate them.

  18. Use your data for long term success • Identify key indicators and promote those elements. • Identify loyal customers and encourage them. • Track loyalty continuously.

  19. Contact US Australia: • +61-280024706 India: • +91-471-4124100 USA: • +1-904-900-2110 Email On: • SALES@PHYKON.NET • marketing@phykon.com Visit Us On: WWW.PHYKON.COM

More Related