Customer satisfaction doesn’t always grow into loyalty

Customer satisfaction doesn’t always grow into loyalty

Faith Ocampo Published on March 20, 2017

bored woman in red using landline phone looking away

Just because your customers are satisfied with your brand’s services doesn’t mean they’re going to stick around. Chances are, they’re constantly on the lookout for a company that trumps you in every way.

That’s the hurtful reality, but confronting it head-on will make you grow.
Almost every brand out there advocates and aims for customer satisfaction. To gain customers’ approval, they work hard to get everything right: from omnichannel customer support and digital marketing, to perfecting the consumers’ in-store experience.
But times have changed, and these efforts are no longer enough. In a competitive and continuously changing business landscape, brands must do more than this to make themselves stand out.

Satisfaction won’t keep customers coming back.

frustrated tired businessman looking at phone

Satisfaction is merely the minimum standard of the ideal customer experience. Sure, customers want a hassle-free journey, but this is only their most basic requirement. Most consumers automatically assume that today’s brands—regardless of the industry they’re in—would provide them various customer service channels and solve their issues efficiently. In short, exemplary performance is something that customers expect, not want, from brands.
These growing and changing consumer expectations are largely a result of the spread of tech devices and Internet connectivity. Mobile gadgets allowed everyone to be constantly online, and this shoved us all toward the age of the modern consumer. With limitless access to brand-related information, consumers have become more empowered. They’re now more discerning when it comes to choosing the businesses they’d buy from.

From satisfaction to loyalty

Customer satisfaction doesn’t always forge customer loyalty. To build lasting relationships with your customers, you must evoke positive emotions from them. And it not only entails providing their needs, it also requires making them happy and exceeding their expectations.
This is the secret behind the world’s most successful brands. They focus on cultivating loyalty, and what they get in return is an army of word-of-mouth marketers and repeat purchasers. Indeed, as many as 74% of consumers say they rely on word-of-mouth referrals in making purchasing decisions, and 58% of consumers go out of their way to share with others the positive customer experience they had with a company.

Building an emotional connection with customers

smiling diligent call center rep talking to customer holding folder

The brands that customers truly love are those that make them feel special. The positive emotions they associate with a brand are a result of a series of equally delightful experiences. Here are some ways to build emotion-based customer relationships:

•     Exceed your customers’ expectations, and use data to individualize their experience.

Through an omnichannel customer service strategy, you’ll be able to gather plenty of data about your target market. Use them to personalize the customer experience and make it more memorable.

•     Instead of targeting efficiency, shift call center agents’ focus to empathy.

Measure agents’ performance based on the quality of their interactions with customers. Veer away from purely quantitative performance indicators such as average handling time.

•     Be as creative as you can be in solving customer issues.

Give your contact center agents the power to make decisions that best suit a customer’s situation. Encourage them to be as creative and resourceful as they can be. This will help you create a memorable customer experience.

 

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
Open Access BPO12 hours ago
Chronic workplace burnout can lead to high employee attrition rates in #CallCenters. What should #CustomerSupport managers do to address this?

Here are 6 signs that your #CustomerService agents are burning out (and some tips for handling them): https://buff.ly/3Atq0fu

----------
Go with the #outsourcing firm that cares for its teams: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO
Open Access BPO19 hours ago
Employee self-care is everyone's personal responsibility. Ensuring it involves maintaining health and wellbeing and enables employees to prevent and manage work-related stress.

Here are helpful ways to ensure employee self-care: https://buff.ly/3AreOjv

----------
We empower our employees to create #CustomerExperiences for your customers. Outsource with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO
Open Access BPO2 days ago
Ensuring memorable #CustomerExperience by providing high-quality #CustomerSupport means two things:
• brands need to gain a 360-degree view of their customers; and
• brands need to satisfy a large part, if not all, of their customers' needs.

One of the best ways to do both is to implement a multichannel customer experience management strategy: https://buff.ly/3QrejLX

----------
Give your customers an unforgettable customer experience with multichannel customer support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
As we manage and run our programs, our Quality Assurance team oversees each support team member's performance to ensure our partners that their customers receive high-quality support.

They follow a strict set of metrics to analyze performance, provide recommendations, and work with our partners to develop improvements.

Here's how our flexible #outsourcing solutions match every partner's operational goals, schedules, and budgets: https://buff.ly/3C9wiT2

----------

Let's get your outsourcing projects started. Chat with our program experts today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#infographics #BPO #CallCenters #KPO
Camilo Mendoza Villanueva Jr
Camilo Mendoza Villanueva Jr2 days ago
Research course done for Project SPARTA PH's Data Analyst pathway!

Thank you so much, Development Academy of the Philippines and Open Access BPO, for the opportunity.

Happening PH
Open Access BPO
Open Access BPO3 days ago
Much of the success of #CustomerService depends on how well agents can handle difficult conversations.

Characterized by lots of confusion and unproductive dialogues, these types of transactions slow down problem resolution.

Here are the four typical communication patterns among customers and some tips on how to handle them.

----------
For high-quality #CustomerSupport, go with a trusted multilingual #outsourcing firm: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CallCenter
Open Access BPO