Steps to Increase Customer Loyalty
Say My Name
In The Celebrity Experience, Donna Cutting explains the importance of knowing and remembering customers’ names as a technique for building loyalty.
The better you know your customers, the more personalized their experience becomes. Personalization builds loyalty as customers begin to appreciate how important their business is to you.
If you don’t know it yet, ask them and then say it again to ensure accuracy and to commit it to memory. Repeat the name up to four times in a conversation if necessary. People love to hear their name, and repetition not only makes them feel great, but helps you to remember.
Make an association with the name. If the persona has any unique feature, think about that feature with the name, and remember the pairing of both details. For instance, if your customer tells you his name is Nick and he happens to be wearing a sweatshirt that says Nantucket, think Nantucket Nick, and although he may not always wear the sweatshirt, you continue to remember his face wearing that sweatshirt and hence remember who he is and that his name is Nick.
Bonus for knowing details about them, such as asking how specific family members are or remembering a pets name. This can help in sales as well, for instance, if they’re ready to complete their purchase, ask “how is your daughter laura doing? Does she need anything today? ” Whether or not they take the sales bait, you still have established personalization in asking something more specific. These details prove you care about the customer and that they’re not just another expendable face.
If you don’t happen to extract these types of facts from conversation, strike one up that alludes to greater detail about the customer’s life. For instance, with Nick, ask about Nantucket and his summer plans or if you happen to have something in common work off of that. Sometimes the customer may not want to talk or go into great detail, but this is OK. At least you have made the interaction more memorable and have shown that you are interested in your customers.
Tags: Steps to increase customer satisfaction, improve customer loyalty, ways to build customer loyalty, strategies to improve customer loyalty.
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