Friday
Dec112009
3 Simple Steps to Ensure Customer Loyalty
Fri, December 11, 2009 at 11:55 From our Friday noon memo #10:
Outstanding customer service processes are rare but they exist. Let me share with you a recent personal experience with an agency for travel and visa services. Here are three simple and inexpensive things they do to keep their customers loyal:
- Deliver value upfront. All relevant information for each service is available online and easy to understand. Specific email requests are processed within 60 minutes.
- Make the processes clear, fast and straightforward. All process steps and delivery times are clearly explained. Once you send your documents or payment, you receive an order confirmation and status update by return.
- Exceed customers’ expectations. Together with your travel documents (always delivered on time) you receive some helpful travel information. And just before your trip, you’ll receive a travel checklist.
Does it make their service more expensive? No, they are simply customer-focused and efficient. Will I stay loyal to this provider? Definitely!
What is your customer experience? Comment on this blog to share it with us.
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Reader Comments (2)
I recently had an experience as a customer I would not want to repeat. A pension company was helping me review my status and future plans and all the way through the meeting I was wondering what she planned to do at the end of it: would I be given a pen and askd to sign a contract? Would I get some heavy duty sales pitch about how "this deal was for today only" or what?
There was very little real dialogue and her questions were clearly scripted.
In the end the conversation simply dried up and she gave me a brochure and told me she would call me -mystifying and not or much use to me to be honest.
Thank you for sharing your experience, Bill.
I had very similar experience a few times -- the word "mystifying" describes this kind of sales process really well.
I am wondering now if you received that call after your meeting? Sometimes, even this doesn't happen!