Customer Loyalty and Retention: Keep key customers loyal to you!

I bet you are wondering what this topic has to do with 'the concierge', well you will soon find out.

WHAT IS CUSTOMER LOYALTY? There are a number of definitions of customer loyalty, from www.iclployalty.com, "Customer loyalty can be defined as the totality of feelings or attitudes that would incline a customer to consider the re-purchase of a particular product, service or brand or re-visit a particular company, shop or website. Customer loyalty has always been critical to business success and profitability." 

From www.customerservicebasics.com,"Customer loyalty is when an organization receives the ultimate reward for the way it interacts with its customers. Loyal customers buy more, buy longer and tell more people - that's true customer loyalty."

From my favourite website, www.wisegeek.com,  "The term customer loyalty is used to describe the behavior of repeat customers, as well as those that offer good ratings, reviews, or testimonials."

 All the definitions above are true and correct, however, how do you keep customers loyal to your service. One of the ways to keep a customer loyal and glued to you is through excellent customer service. Customer loyalty starts with excellent customer service, this  is not rocket science!

You may offer great products, services but the manner of offering equally matters. Its quite simple, even if you have the best products in the market but the worst customer service agents, the products will mean nothing to your customers, ever wondered how some companies offer what i call 'glossy' products yet they still grapple with breaking even? It may be they have not grasped the concept of excellent customer service. 

How will customers experience the so called great products when the first contact is poor, unprofessional, dispensable and diminishes the brand.

One of the effects of poor customer service and perhaps the most significant is low volume of return customers, customers who will come back no matter what, customers who will do you a favor of word of mouth advertisement for your company, nobody wants to return to a company who does not put their interest in mind,, treats them like a digit, giving them an unwanted feeling and treat them shabbily. 

I have had my own fair share of poor customer service, at times i have been vocal about it, expressed my opinion to the customer service personnel and believe me when i say i have not gone back to these places no matter how 'glossy' their next product is, some of these companies has been a bank, an airline, an ISP, a telecoms company...i know there are a lot of folks like me out there who have suffered in the hands of terrible customer agents, imagine what these companies can gain or lose from relating with us.

Still you wonder, how does this have anything to do with the Concierge Service?

A concierge service is highly professional, with incredible services at high value. It is the concierge's priority to pay attention to the littlest of details about a customer, a concierge offers what we call 'the greatest gift'; time. 

Think about it for a moment, who would not want to delegate some of their 'to-do' lists just to have some free time. This is what the concierge offers. 

With this, a concierge service can help to earn customer loyalty and increase retention, increase of the return customer.

CUSTOMER LOYALTY CONCIERGE:

Through the concierge service you can earn customer loyalty and increase 'return' customers by

• Offering a personal assistant to your key customers. This increases your brand value and thereby keeps your customers to you. The Personal assistant will be at hand to do virtually everything possible for your customer, from booking flights, hotel accommodation, information about your company, assistance to even grocery shopping, dinner reservations, spa reservations and event management.

• Delivering Indispensable service: Your key customers is the number one priority of the concierge. And thus give your customers a wow experience because whenever contacted the concierge is always available.

All these tell on your company image, imagine every call your customer makes, he is greeted by name and assisted with any task or question they ask, note that the concierge is an extension of your company and not a separate entity. Your customer will not even know the difference because, when the call comes in, your company message is heard.

Every call your customer makes will leave them a smile of satisfaction on their face and your company name on their mind, they will even do you a favor and advertise on your behalf, imagine the ripple effect.

The concierge service can create customer loyalty for your company, if caring for your customer is your main concern then consider the concierge service to give the ultimate customer care.