What is loyalty? It is correct, favorable customer relationship to a particular vendor’s representative, product, etc.
– The willingness to listen and to discuss the proposal by the representative of the supplier
– Willingness to trust his judgment and vision
– The desire to understand the difficult / contentious situations
– The desire to achieve the best results through joint productive
Knowing and understanding how to achieve the fulfillment of all these conditions, you will be able to distinguish between “loyal” and “disloyal” customers.
How to Achieve Customer Loyalty?
The question that has already been considered from all sides. First, I will answer quite briefly – “want the client to be loyal to you.” In the presence of such a goal and achieve success is loyalty.
To form and, in the future, increase customer loyalty following five rules must be observed.
Always provide accurate information. It will evaluate any person. What information client wants to hear? Only the one that will allow it to achieve its objectives, will be useful and truthful. And it does not mean you have to disclose all the cards. This means if that representative is entitled to a full package of information on its proposal and the overall situation, to timely provide its customers.
Always promises. This statement is only at first glance seems simple to banality. But practice shows that the mass of the “severance of relations” between the representatives and clients are taking place due to the fact that the first sum, without performing earlier promises.
Always be helpful. From the complexities and contingencies are not insured by any one of us. But no worse case than when the client calls you and makes claims: you do not timely delivery, bring not ordered entire range, do not provide the promised of benefits, etc. To minimize the risk of conflict with the client, it is best to call in advance and honestly warn that may occur one or another situation. Next, show a willingness to understand and influence the situation.
Always take the initiative. At a time when the market is saturated with often similar offers on the same conditions, when customers have the opportunity to choose with whom to work, no initiative on the part of the representative of nowhere. This does not mean that you need to “bend” to the client and to curry favor with him. Under the initiative, we mean the manifestation of activity, the desire to achieve results, a willingness to help in the solution of different situations, the manifestation of creativity and variability of thinking and so on.
Always show love for its proposal / idea. To ensure that your client was committed to you and your proposals, it should fall in love with all of your suggestions and ideas. To Client loved, above all, you yourself need to love all your suggestions and ideas. Fall in love yourself, and then you will be easier to encourage, inspire and fall in love with his client. Shares as a method of forming and increasing customer loyalty. This method employs the majority of companies. My attitude to dual shares. On the one hand, I support these initiatives. Shares do show that the company is ready to invest, and invest in the development of their proposals; allow interested customers, attracting their attention, etc. On the other hand, the presence of excessive stocks, firstly relaxes own thinking at the company’s representatives, killing them all possible creative options for working with the clients;