You’ve probably seen customer loyalty cards before. Buy ten coffees, get the eleventh for free.
In fact, you probably have a few lying around in your drawers or in the back pockets of your jeans.
Customer loyalty cards are a great way to reward your loyal customers all the while creating a personal shopping experience in your store or business.
Customer loyalty cards come in a variety of different options depending on what works best for your store or your customers. So read on to find the customer loyalty program to best benefit your business.
• Customer Loyalty Punch Cards
These act as the buy 10, get the 11th free cards. They work by stamping or punching the card each time a purchase is made. They are best for stores where customers are constantly purchasing the same thing, such as coffees, movies, or sandwiches.
• Different Levels of Membership Cards
Think Gold, Silver and Platinum membership cards. The great thing about these cards is that you can charge your customers to become a member. Offer better benefits to the Platinum members such as larger discounts or buy three, get one free motives.
Membership cards on different levels are great for large superstores, furniture stores or any other high scale store.
• VIP Customer Cards
These are similar to different level of membership card expect they do not have different levels. Offer your Very Important Clients specials and savings.
For example, a VIP customer card could promote 20 per cent of shoes, 10 per cent of jeans and 15 per cent of shirts, if your business was a clothing store.
• Customer Loyalty Discount Cards
These work by giving a discount to anyone who has one. Loyalty discount cards or “customer appreciation cards” are nothing more than a business card where a 10-20 per cent discount is offered to customers who flash the card.
Show those loyal customers you really care about their service by automatically giving them the 10 per cent discount without making them flash their card. They will be hooked for life!
• Customer Loyalty Point System
These cards use the point systems. For every purchase, there is a certain amount of points allocated to it. Then, a certain amount of points will get you stuff for free.
This could be products or money towards purchases. For example, many stores suggest that every 10,000 points earned will give you $10 off your next purchase.
Customer loyalty cards are a great way to rope in your customers all the while making them feel special.
Customer loyalty cards ensure that your customer will choose to shop at your store instead of any other store. Often, even if your store is further away or a little pricier than your competition, a loyal customer carrying their customer service discount card will still opt to spend the extra time and money and buy from you.
So look into a customer service loyalty program to keep your customers coming back for more.
Creating Proactive Rather than Reactive Customer Service = Happy Customers
Many people believe that the best customer service is a fast reaction. The faster you react to the problem, the better it is for all involved- the customer, the business owner and the customer service representative. Although a fast reaction to a problem helps when it comes to a customer complaint, there is a more effective method of customer service.
It is called the proactive method.
While reactive customer service waits until something bad has happened and then works to soothe the customer, proactive customer service thinks ahead to build a good relation with the customer while planning for problems.
Then, if a problem does occur, the proactive approach to customer service will go much smoother than the reactive method.
Unlike the reactive method, the proactive method is threefold which takes into consideration communication, planning and reaction time.
• First of all, the proactive method works on the basis of good communication skills. Before you can even consider what ‘might’ happen, you need to step back and focus on building a good customer relationship foundation.
Make small talk, remember names and show your customer that you are interested in them as a person, not as a potential profit. Building a good rapport with your customer’s early on will ensure that, if there is a problem down the road, they will be less likely to have a huge blow out.
• Secondly, plan for the worst. This may sound silly but it is the best way to ensure that you will know what to do in all problematic situations.
Make a list of all things that could do wrong with possible solutions. That way, if something goes wrong, you will know exactly what to do to fix it. This is the proactive approach to problem solving and it can make or break your company.
• Finally, the proactive approach to customer service works on the basis of efficiency. If a problem comes through, you have the good customer service and the knowledge to find the solution fast.
So do it. Put finding the solution on your list of top priorities and get the job done as fast as possible. This will demonstrate to your customer that you care about their complaint and fixing their problem with utmost efficiency and care.
To learn more about the benefits and process of creating a proactive method to customer service, subscribe (at the right) or check our publication “Customer Service Profits” .
Although a fast reactive time is extremely important when it comes to good customer service, the proactive approach is a much better method of customer service.
Not only does the proactive approach take into consideration the fast reactive time but it also works by building a good rapport with the customer and planning ahead to ensure the problem is easily fixed.
The proactive approach to customer service will reduce any customer angst or stress and also make your job much easier.
Happy customers equal a happy business so plan for success with proactive customer service.
Nothing’s worse than when a situation is more confusing and complicated than it needs to be, especially when it comes to your customer service experience.
Here’s an example: Say you have just purchased a pair of shoes for a sale price. However, when the item is scanned at the counter, the sale price does not come up. The regular price does.
Now, an easy answer to this solution would be for the customer service representative to already know why this is occurring and plug the sales price in without any hassles.
However, in most cases, what happens is another customer service rep is called over the intercom while you wait in line. Ten minutes later, the two customer service reps will question you and often you will be left to return back to the item and find the price tag with the sales price.
By then you are fed up and don’t even want the shoes anymore.
This is not an easy solution and is the perfect example of poor customer service.
Make sure this doesn’t happen to your customers by always providing them with the easiest methods possible.
•When it comes to your contact informative, ensure that your customers know how and where to contact you. Include your email address, your phone number and your business hours on all websites, emails, directories, business cards, flyers and in the store front.
Make sure your customers know that you are there to help them, no matter what.
•Opt for a Toll Free Number for your help desk. Toll free numbers do not collect unwanted costs for your customers. Sometimes customers choose not to call simply because there is no toll free number available.
Give you customer the option of calling Toll Free to make their customer service experience as helpful as possible.
•Offer a Simple Refund Policy. Sometimes a refund is necessary and there is nothing worse than having to jump through hoops in order to return a product.
Ensure this doesn’t happen by providing an efficient refund policy where your customers do not have to prove their purchase with several pieces of documentation.
Instead, keep records of purchases, especially large ones, in a computer system. This will simplify the process for the customers and keep them coming back for more.
•Answer the phone yourself rather than using a large phone service system. Although they may be convenient to you, often times your customers will disagree.
A confusing phone service will leave your customer frustrated and annoyed at the lack of personal care.
Instead try to answer the phone or hire a cheerful receptionist who can effectively transfer the calls without your customers being subjected to the dreaded automated service.
The most important thing to remember is that with a simple and efficient customer service policy comes a loyal customer base.
Want to learn more? Check out [[squeeze page]] for your all-access pass to how to ensure your customers are 100 percent satisfied and guaranteed to return for more.
Nothing’s worse than when a situation is more confusing and complicated than it needs to be, especially when it comes to your customer service experience.
Here’s an example: Say you have just purchased a pair of shoes for a sale price. However, when the item is scanned at the counter, the sale price does not come up. The regular price does.
Now, an easy answer to this solution would be for the customer service representative to already know why this is occurring and plug the sales price in without any hassles.
However, in most cases, what happens is another customer service rep is called over the intercom while you wait in line. Ten minutes later, the two customer service reps will question you and often you will be left to return back to the item and find the price tag with the sales price.
By then you are fed up and don’t even want the shoes anymore.
This is not an easy solution and is the perfect example of poor customer service.
Make sure this doesn’t happen to your customers by always providing them with the easiest methods possible.
•When it comes to your contact informative, ensure that your customers know how and where to contact you. Include your email address, your phone number and your business hours on all websites, emails, directories, business cards, flyers and in the store front.
Make sure your customers know that you are there to help them, no matter what.
•Opt for a Toll Free Number for your help desk. Toll free numbers do not collect unwanted costs for your customers. Sometimes customers choose not to call simply because there is no toll free number available.
Give you customer the option of calling Toll Free to make their customer service experience as helpful as possible.
•Offer a Simple Refund Policy. Sometimes a refund is necessary and there is nothing worse than having to jump through hoops in order to return a product.
Ensure this doesn’t happen by providing an efficient refund policy where your customers do not have to prove their purchase with several pieces of documentation.
Instead, keep records of purchases, especially large ones, in a computer system. This will simplify the process for the customers and keep them coming back for more.
•Answer the phone yourself rather than using a large phone service system. Although they may be convenient to you, often times your customers will disagree.
A confusing phone service will leave your customer frustrated and annoyed at the lack of personal care.
Instead try to answer the phone or hire a cheerful receptionist who can effectively transfer the calls without your customers being subjected to the dreaded automated service.
The most important thing to remember is that with a simple and efficient customer service policy comes a loyal customer base.
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The fast technology has enabled customer to be in touch with the customer service officers. Various mediums to do so are phone lines, email fax and other forms of communication. These have developed in the past few years and are therefore extensively used by the companies to increase communication with their customers.
In the Philippines, a new creed of professionals are developing as they are providing one of the best customer services.
This is because numerous companies are sending their outsourcers to Philippines as there are benefits such as a move to be offered. Out here there is a strong etiquette which teaches these customer service officers how to handle the customer over the phone. It is the kind of culture that has developed in each Filipino.
They are ready to provide help to the customer until the problem is completely resolved and the issue has been put to rest. The real test comes when these customer service officers have to deal with irate and incorrigible customers. Patient is a virtue and these customer service officers have it imbibed in them.
The easiest solution would be shouting back at such customers but they don’t prefer it that way. The most important reason as to why this cannot be done is because of the legal hassle but they go ahead of all this and stay calm and resolve issues with utmost care.
Customer care is the first place where a company provides a helping hand to their customers by addressing all their quarries.
Though the world has a very negative approach but this new form of etiquette is welcomed and considered as an important development for moving forward.
It is wrong to think that the customer service officers are handicapped and cannot retaliate with restricted choice.
It is important to know that the various customer service officers are dedicated to their clients. Their commitments are shown in the manner in which they deal with the customers. They make their experience pleasant.
It is important for these officers to learn that only patience and courtesy might not be enough for impossible customers. For this they need to learn vital tips and additional techniques. This important because there are customers who insist that what they say is true even if it isn’t.
These customer service officers have to put up with demands that could be both ludicrous and crazy. These customer service officers have to be careful that they are both courteous as well they have o protect the interest of the company.
Sometimes we forget that etiquette on phone is a two way traffic! But unfortunately the burden of maintaining the decorum fall o the shoulder of the customer service officers. The Philippines are doing a good job in training their officers in such a way that they are able to deal with such situations.
Don’t think that customer service is a nightmare. If the proper kind of training is received, with the right kind of knowledge and skill, maintaining good customer relations will not be a tough call.
As sales man, I would definitely try to involve more time at making sales rather than wasting my valuable time learning how to operate the CRM. I would want an efficient interface that will enable me to have the customer information handy.
More efficiency means more money.
I have with time, realized that most CRM programs are not designed to support business like mine, therefore it is necessary for me to have a CRM designed to provide for me vital information that would be critical for me.
CRM is very accurate as it offers accurate information. If you are new to CRM get use to this. You may not be used such accuracy while getting information from the company’s database. CRM program needs to be used to the fullest. You would be lucky if your program has the ability to capture and process relevant information. Don’t make it a mere tool which is not used properly instead use it 100%.
CRM secures information by promote collaboration. As the information and feed back I get from my customers are sensitive, I appreciate that CRM keeps it to authorized people only.
A CRM needs high level of security but on the other hand it should be easily controlled and administered.
As in past the story of CRM drove me crazy. Reporting was such a menace. CRM helps to produce all the vital information, such as customer information, customer history and performance. CRM also helps in producing the history in a report form.
CRM has the ability to produce the variety of information in a professional way. One should be aware that a powerful presentation keeps the customer satisfied. This satisfaction can be the base to some new opportunity.
While choosing the customer relationship management program be careful that you choose the one with this feature. Affordability is very important. Make sure that your program is affordable because there is a wide variety of CRM at various prices. There would be many CRM programs offered at very high prices. Make sure that you do an extensive research so that you get the best buy.
In my office I decided to get hold of “seat” for the offered price was excellent. In the pat we had four different kinds of CRM used by four different salesman, which was a little over the top!
CRM would help you to increase your productivity as it did in my case and the best part of the deal was that it did it without really adding on the expense.
You would be surprised if you see how CRM has benefited us. It has increased growth, brings about a healthy practice, encouraged policy driven program and made the work flow integrated. Your CRM should have the ability to add different programs to increase its usefulness.
Don’t migrate from program to program, thinking that the CRM no longer suits. You must know that most CRM has the ability to adapt to standard office desktop application such as ms outlook. Purchase your CRM from a forward thinking company as the key lies there.
The popularity of CRM software (customer relationship management software) is fast increasing. The reason for this increased popularity is that people are being aware of CRM, and they are using it for customer service.
It’s easy and user friendly technology is also providing an impetus. CRM provides the companies with the features that they benefit from. As a result of this the demand is increasing. Companies, nowadays with their growing call centre demands need this software even more.
Let us now see the benefits of using CRM software.
Its helps in keeping a track of the customer and vendors in an organized way and this is mainly because of being a customer support software. its additionally feature lies in the fact that being a web based software it can help in various things such as keeping in track of the dates or a list on contact.
Call centre software are potentially very strong as they can do much more. Strangely most businesses don’t make the full use of the CRM and fail to realize that it is very efficient.
This software is helpful in keeping records of names and dates, with additional feature such as remembering sales, returns, important dates, and reminds people of tasks they must do. This is definitely a boost as people within the company don’t miss out on dates and important deadlines, meetings, phone calls, or anything else.
The task of good web base software is to enable you to keep in contact with both customer and client that would help them to receive high level of customer care that they need. When customer feels that you’re responding to their quarries they feel important and that helps the business to grow.
Only good call centre software helps your business grow, repeat business and attract new customers.
Web based CRM software provide higher level of service at cost effective price. So we see that customer support is no longer expensive.
Let us see the options that we are open to when it come to CRM? Microsoft is a definite choice as it provides all your CRM needs and is gaining popularity with time. This Microsoft CRM avoids problems that may incur while interacting with clients. CRM helps in making a relationship rather than breaking it, so hopefully its importance is understood.
CRM is specially designed for the small business and provide a complete customer relationship management solution as you may not run an international operation.
CRM is an apt solution for small scale business.
Proper functioning businesses need CRM. It keeps a critical watch over, and helps the business to be organized. It deals with client in the best possible manner. Including CRM will be beneficial as it is a strategic move.
Even while choosing a CRM do make sure that you do a lot of research. An extensive research would help you to find out the right software for your business. So we can see how CRM build a company’s reputation among its customer and helps it cater to their needs. And also help the company to achieve greater heights.
Everyone likes a little bit of concern and a show of interest, and this is why customer service should never appear to be disinterested in a clients likes, dislikes and even their personal details like profession and family. Always take care to listen to them and never presume to know their mind. And remember presuming and trying to provide solutions for their so-called problems is the worst mode of action in this field of work.
Inhospitality
When customer service is what you do, then the unforgettable code is “never let a customer feel uncomfortable.” This holds true in the case of the kind environment you handle business in and the people who handle the cases. This is especially crucial because different customers have different criteria for what they deem uncomfortable. So once again know your customers, their nature and status, and accordingly deal with them. Take them out, make them comfortable and then do business.
Rudeness
A mere courtesy statement is not what is required from customer services. Clients are more attuned to you and your attitude towards them than you are aware of. So possessing and holding forth a right, welcoming, easygoing body language is extremely necessary. In fact a nice confident greeting along with direct clear eye contact can go a long way in breaking the ice with clients and winning their trust.
Attitude
Just like your day is made up of ups and downs, so is your clients. A previous brawl or an unhappy incident could have soured your client’s mood just as it could have yours. So, remember to gauge the attitude of your customer and handle them accordingly. An optimistic and helpful attitude on your part will go a long way in making your client feel better and vice versa. So remember to always uphold a positive image in front of clients to help them feel better.
Ignorance
Not knowing what your customer wants is the worst fault of customer services. As mentioned earlier listen to your customer, their priorities and accordingly help satisfy them by giving them the best. If you act without knowing, not only will it cause customer dissatisfaction but also needless hassles on part of both your customer and you.
Inaccessibility
Answering machine like looped messages being replayed into a customer’s ears is probably the most annoying thing that your client can face. So the first job of any effective customer service is to be available when the client needs you. Aiding them is your job, not leaving them hanging…so make sure you give them right direction and help solve their dilemmas.
Invalidation
Get what you have promised done as soon as possible. Inability to keep your word is one of the greatest sins in the area of customer services. Not only will it take your client’s trust away from you and depress them, but it will also deter him or her to deal with you again. So you should always follow through with deeds, objects and quality of services and goods as you have promised to ensure good rapport in the future for their benefit and yours.
Good customer service can make or break your company.
After all, your profits directly come from your customers.
And the best way to keep the profit rolling in is to keep your customers coming back for more.
To ensure that your customers are 100 per cent satisfied with every experience you need to figure out a way to make every experience a good one.
Unfortunately, not every customer service experience is perfect. Often there are complaints to take care of or problems with the product, service or system that are unavoidable. Many times customers can call screaming, frustrated or upset and many times customers feel unsatisfied with the state of things.
It is your job to fix these problems and offer an incentive to ensure that even these bad experiences are transformed into good ones.
Need some ideas?
Read on to explore some of the situations that have personally made me a loyal customer.
One of my favourite electronics store always greets their customers with a smile, a friendly attitude and a promise to give you the product at a discount.
The simple “it’s usually 50 dollars but I can give it to you at 45 for today only,” is a sure-fire way to make a sale and keep the customer satisfied.
I am sure that the customer service sales rep gives all his customers the same deals, but it makes me feel special and this keeps me coming back time after time.
Even bad situations can be made good again with the right customer service.
Have you ever ordered take out and the staff has messed up your order? Well I have. My favourite take away restaurant once confused my order with another person’s and gave me the corrected entire meal for FREE.
Although I had to wait an extra couple of minutes, the generosity was unexpected and 100 per cent appreciated. Now I go there at least once a week and they have yet to mess up again.
Similarly, even ugly situations can be taken care of effectively and efficiently with the right customer service approach.
How‘s this for an ugly situation: On a family vacation to Disneyland, we rented a four-door coupe to travel around California. However, when we arrived at the car rental shop, our four-door coupe was all sold out.
Flustered, upset and in a foreign state, the situation could have gone from bad to worse. However, the customer service representative upgraded us to a convertible for no extra charge and even threw in a free camera for the trouble.
Crisis averted and loyal customers convinced. It all comes down to good customer service, no matter what.
In each instance, the customer service sales rep went the extra mile for me and made my customer service experience a great one, even if the situations were less than ideal.
Running your business with customer service as your number one priority will ensure that your customers remain loyal, your company remains trusted and your business remains profitable.
Customer handling has always been a tricky thing and before you know your customer service might have lost all its repute in one fight one of your customers have with nay of your labors.
There might be ten thousand things you are trying to do to please them enough but the simple intervention of some obscure thing might just disturb your entire scheme of things and make it all very impotent in a moment.
There will always be customer who will scream and shout and make your life hell. But then in a way you are condemned to serve them and so, do not balk at the prospect if taking all of that with a smiling face right there and then and actually improving on your quality of service.
Find out what went wrong even if nothing did and try and act accordingly. If there was something really erroneous on your part, try and fix the problem without minimum expression of dissatisfaction. Remember that this attitude is what is going to help you and not the other way around if you try and retort to the allegations inflicted.
This is really a matter of skill and presentation that you have to grasp properly and face the situations. This will prove how mature or professional the customer service is. There is no heroism in shouting at them as you have immediately lost a customer and faith and some more too in the process. This will have to be avoided at any cost for your enterprise to prosper.
Just call the superior assistant in that section and let him/her take care of the situation. Often this, by itself helps as you have shown the customer that the firm wants her case to be taken up by a more qualified person at a higher order and thus there has been sufficient importance assigned to her problem.
This is often known to have enough impact to pacify the customer in question.
Apology should be always forthcoming form your part and especially if it comes from someone who is in an authoritative position it helps to pacify the customer to a great extent if not enough.
After you have resolved matters pertaining to the grievance continue in your service by being polite and offering pother compensations. This also helps to restore the faith of the customer to a great extent.
Unless you are dealing with a complete rogue all theses steps should help.
There is always a great need to listen to what the customer is saying. This is crucial to your attempts at pacifying your customer.
Difficult customers will always be there and isn’t it half the reason why there are batteries of helpers in stores to help all of them and deal with an emergency in case it is right at your door like in these situations?
