about customer loyalty
A B2B customer loyalty program can drive revenue, improve retention and guarantee repeat sales. Here are a few pointers to be aware of when creating your own B2B customer loyalty program.
An angry customer doesn’t mean a lost customer. In fact, if you handle the situation well, it will likely build greater trust and strengthen the customer relationship. But you’ve got to act fast – a dissatisfied customer or client will only provide a very narrow window of opportunity for resolution.
For advice on counteracting negative human emotions and feelings, a natural port of call is psychology
Mick Jagger famously sang about his lack of satisfaction, and if your customers ever feel that way, they won’t remain your customers for long. Monitoring customer satisfaction is a vital part of any customer relationship management strategy. No matter how frequently you’re in contact or ‘feel’ that things are going well, asking your customers how they rate your service or products will strengthen the relationship. You’ll know when is the right time to upsell, or dampen any relationship flames before they grow into a fire