5 Customer engagement tips to build brand loyalty

Faith Ocampo Published on October 15, 2015

happy-couple-shaking-hands-businessman
There can be many reasons why customers lose their trust in a brand. Poor service, not being able to deliver on the initial promise, and failing to listen to customers are just some of the many factors that can lead to a crisis. Gaining customers trust is challenging, but winning back their favor after a disappointing experience is almost impossible.

Addressing an existing customer issue requires honesty and humility on your part. You need to utilize all available resources to be able to re-establish ties and get your customers to give you another chance. This is where outsourcing companies can help you.

Business process outsourcing (BPO) companies can play a big role in heightening customer engagement and re-building customer trust. Here are some tips you should incorporate in your customer service strategy to build brand loyalty.

1. Admit your mistakes.

female-shocked-cover-mouth

When dealing with a dissatisfied customer, the first crucial step is to admit your shortcomings. Blaming the situation on all other factors except your company can make your customers even more frustrated. Owning the mistake will show customers that you can take responsibility and that you re willing to make it up to them.

 

2. Listen to your customers’ suggestions.

female-call-center-agent-listening-closely-to-call

This advice is often taken for granted perhaps because it’s incredibly simple. But once you ask customers how you can remedy the situation, they’ll begin to trust you again. Taking action on the customer’s cue will give them a feeling of empowerment and belongingness. This way, they become part of your team rather than an adversary, which can translate to increased customer engagement.

 

3. Offer an incentive.

man-surprised-looking-into-big-box

Offering a greater incentive than the one your customers originally intended to purchase is a great way to appease them. Imagine this as a form of compensation for the trouble experienced by the client. Although it may not work all the time, it s still a great way to placate disappointed customers.

 

4. Handle customers frustrations well.

femal-customer-service-agent-speaking-to-customer-over-phone

When talking to an angry customer, try your best to stay calm and deal with the issue in a logical manner. Be empathetic, listen to the customer, and try to get to the bottom of the problem as quickly as possible. Don’t match the customer’s frustration with your own temper. Remember that working in the service sector means you have to look after people s needs first before your own.

 

5. Have a concrete plan of action.

smiling-brunette-customer-service-agent-holding-clipboard

Show customers that you intend to see the problem through using a detailed plan of action. Otherwise, your words will remain mere words. A concrete plan shows customers that you’re working on something to resolve the situation and hopefully turn their negative experience into a positive one.

It may seem like these tips are too complicated to conduct on your own. That’s why outsourcing companies can be of assistance to your brand especially in such critical times. Having a team dedicated to increasing customer engagement and regaining customer loyalty can benefit your business in many ways.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO Yesterday
Gaining a leg up on the global competition means so much more than speaking your customer's langauage.

Understand their culture and you stand to capture the international market: https://buff.ly/3W2ODcL

----------
Outsource with a #MultilingualCallCenter that will help you establish a strong foothold in your global markets: https://buff.ly/4bDl6Mj

#WeSpeakYourLanguage
Open Access BPO Yesterday
Open Access BPO hosted a successful #Pride celebration, fostering a spirit of #inclusivity and community.
Attendees enjoyed a lively atmosphere with video showcases, band performances, and a drag queen showcase.

The event highlighted our commitment to #diversity and inclusion within the workplace.

𝗛𝗲𝗮𝗱 𝘁𝗼 𝗼𝘂𝗿 𝗯𝗹𝗼𝗴 𝗳𝗼𝗿 𝗮 𝗳𝘂𝗹𝗹 𝗿𝗲𝗰𝗮𝗽 𝗼𝗳 𝘁𝗵𝗲 𝗲𝗽𝗶𝗰 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗼𝗻: https://buff.ly/4cXfjSS

----------
Open Access BPO is a dedicated employee-centric #outsourcing firm that champions a culture of respect and appreciation for all, regardless of background or identity.

Outsource to gain a #CX team and a strategic employee-centric operations management without losing your focus on growing your business.
Partner with us today: https://buff.ly/4cWE95y

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#OABPOSpeaksWithPride
Open Access BPO 3 days ago
You need skilled and creative #CustomerService agents to wow your customers.
But #hiring the right people to engage with your consumers can be difficult for many brands.

Here's how to tweak your #recruitment strategies to get the best #CX experts: https://buff.ly/3zJNPSn

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3VZNHG3

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 4 days ago
Aside from the different accents, Americans and Britons have different attitudes when talking to #CallCenter agents.

Here's what agents have to know about both types of English-speaking Westerners when providing #CustomerService: https://buff.ly/3WdNKPW

----------
Anticipate and exceed your global customers' demands with a multilingual #CX expert: https://buff.ly/3WbhEnR

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO 4 days ago
Great #CallCenter agents rely on strong Team Leaders for guidance and motivation. But even the best intentions can be overshadowed by negative leadership habits.

Check out our blog post for 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗰𝗼𝗺𝗺𝗼𝗻 𝗽𝗶𝘁𝗳𝗮𝗹𝗹𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝘀𝗮𝗯𝗼𝘁𝗮𝗴𝗲 𝘆𝗼𝘂𝗿 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 (plus insider tips for becoming a stellar leader who inspires your team and drives results!): https://buff.ly/4eWMurQ

----------
Ready to man your brand's with the premier #CX team?

Find great call center agents and leaders to help manage your brand's growth when you partner with Open Access BPO: https://buff.ly/3WdMbBy

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
#CallCenterManagement #ContactCenters
#CallCenterLeadership #LeadershipQualities
#EmployeEmpowerment
Open Access BPO 8 days ago
Open Access BPO Makati picked up where our Davao colleagues left off in #PrideMonth celebrations.

Here are some of the highlights in last Friday's Pride Party at The Enderun Tent: https://buff.ly/4cHNoa9
Open Access BPO