How to build client loyalty
Client loyalty is a harder thing to achieve that one might think. However Forbes listed a number of things a company can do to promote it.
First one must offer a good or service that is nearly as “perfect” as can possibly be managed. The better that a product suits a client’s needs, the more loyal he or she is likely to have for the company that produces it. A product that is just adequate or does not meet all of a client’s needs is not as likely to elicit as much loyalty.
Next, the delivery of the product should be done in what is termed a “caring” manner. The message that should be imparted is that the company cares for the client’s needs where the product is concerned.
Along those lines, the delivery of the product should be done in a timely fashion. A product that is not delivered in a timely fashion, according to the client’s expectations, is as onerous as a product defect. Being able to make a delivery when the client needs the product demonstrates that the company is attentive to those needs, thus is more likely to result in client loyalty.
Finally there has to be a good problem solving process. Despite every effort to make the product perfect and to deliver it in a caring and timely fashion, occasionally mistakes are made. Products suffer manufacturing defects or get damaged in transport. The problem solving process has to include a quick and satisfactory resolution, a heartfelt apology for the mistake made, and documentation so that any similar problem does not arise again.
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