How can you build customer loyalty without common mistakes?

Há investimentos milionários para conquistas de clientes, o que não se sabem e até mesmo desconhecem, é que conquistar um novo cliente custa até 7 vezes mais que manter um atual. Os que já existem são os que mais te trarão renda. Os novos precisará sim almejar esses, mas tenha como base a solidez, e a consistência para que se conquiste bons relacionamento.

Understanding your customers starts with truly hearing your customers. Beyond surveys, connect on social media, follow their company, keep an eye on their announcements, and pick up the phone to engage them armed with this information. Don't overdo the surveys—nobody likes survey fatigue. Following your customers on LinkedIn gives you a peek into their world, understanding their latest initiatives and new opportunities to discuss and probe. But nothing beats a real conversation. When you call, really listen. Whether you can address their concerns or not is ok, but show that you care. It's all about trust—talk directly, probe, and promise to act promptly. When you build trust, it will open them to you and help you understand them more.

Be it for your selfish purpose or for your good or for your client's, one thing is very clear, if you don't keep your promise, if you under deliver, you loose CLTV , and that's Period ! What is CLTV ? It's Customer Lifetime Value, means how many times a new customer might do business with you, and for how much value? Bringing a new customer is tough, so focusing on increasing revenue from your existing clients will not only bring you Good Name, but new businesses would also love to shake hands with you in future. Yes it's not easy, but you need to figure out on how to retain them. Thanks for reading.

When leading the red-to-green team and turning around multiple customers, I've seen that it's not just about the value of the product but the service too. Turning annoyed customers into happy, loyal customers is often about assuring them they have my undivided focus and that I care about resolving their issues. But before solving issues, I establish a connection — they sometimes just need to talk. It's about setting up governance models and ensuring regular touchpoints that they look forward to. This proactive approach to service is what transforms transactions into lasting relationships. Once that's done, I focus on improving the existing delivery. team's processes to ensure the customers get the best of both service and the solution.

Rewards like discounts, freebies, vouchers, points, etc, are needed when you cannot give them the ultimate reward - A Return on their Investment. While discounts and points matter, the ultimate reward is showcasing the value you have given back. But I agree with appreciating your customers in every call I have with them. To make them feel valued and special, invite them to pivotal events like your analyst or investor meetings, spotlighting their role as industry frontrunners. Nominate them for awards, positioning them as innovators, and highlighting the transformative journey shared with you as their partner. This goes beyond conventional incentives, fostering a sense of value and recognition that lasts.

The biggest mistake I have seen teams make is brushing anything of importance to the customer under the carpet, and turning a blind eye towards it. Many customers are lost when they feel that you do not value them. Another BIG NO-NO is not communicating enough with the customers. There's nothing called "excessive communication" unless it indicates spamming customers with emails and other promotions. I speak to my customers daily, even if it is on a 5-10 minute call. It shows them that they are always on my mind and so I can be updated on their pressing issues. Integrity, respect, and professionalism are the basis of any successful service/solution delivery. If you don't have them, you are in the wrong profession.