These days when clients’ expectations are skyrocketing and customer engagement is elusive, companies need to offer more than just products or services. Today’s consumers are looking for experiences, engagement, and personalization: they want to feel valued.
This need to earn the customers’ trust has led to the birth of a new universe of digital tools. From mobile apps with personalized rewards to chatbots with artificial intelligence, all these solutions aim to improve customer service.
However, due to the number of options available, finding a system that fits the needs of consumers has become a challenge. That’s why we’ve created this guide to show you several key tools that will help you provide good service and increase customer satisfaction. Let’s begin!
Why a customer loyalty strategy?
If there is one thing that characterizes modern companies, it is that their success does not depend exclusively on attracting new prospects. This quality is closely linked to the ability to keep customers coming back and buying.
This tells us that in today’s landscape, having a good relationship with customers is crucial to increasing profits. It also allows companies to strengthen their brand and position themselves as leaders in their market niche.
However, this is just the tip of the iceberg, as this strategy offers multiple benefits. Below, we will analyze each of them:
Facilitates new customer acquisition
A loyal customer is satisfied and has created an emotional bond with your company. This type of client can easily become an ambassador of your brand and recommend your products through different communication channels. Thus, their influence can help expand the reputation of your business.
Customer loyalty improves the quality of your services
Loyal customers are more than willing to collaborate with your company. This makes them the perfect candidates to participate in studies that help you both improve your service and identify new market opportunities.
Lower customer service operating costs
Why would your customers need to use a support service if they already know how your products work? Customer loyalty allows people to gain a high level of autonomy when purchasing a good or service with the company of their choice. As a result, your agents will be less busy and will be able to focus on higher-priority tasks.
What kind of tools do you need to improve your customer loyalty strategy?
Crucial interactions between the company and the customer take place during the buying process, both in physical and digital channels. To achieve an effective loyalty strategy, it is essential to ensure that each of these stages provides a memorable experience for consumers.
To achieve this goal, organizations must determine which path customers are taking. Then, the next step is to adapt and optimize this path according to their needs and preferences.
During this process, digital tools must be used to measure and analyze the entire sales funnel. This way, it is possible to create the perfect environment and guide prospects on the right path. Let’s see which are the essential tools to optimize this journey.
1. Web Conversion Tool
One of the most important tools in your arsenal to build customer loyalty is your company’s website. This portal is your company’s most important digital presence and, in many cases, the first channel with which your customers interact.
To get the most out of this communication channel, we recommend you implement software that allows you to know the behavior of your prospects.
Analyzing this information will help you understand how people relate to your website and how they perceive your brand. In addition, with this solution, you will be able to:
- Know statistics.
- Analyze heat maps.
- Perform tests on your Landing pages.
- And manage changes quickly and efficiently.
2. Live chat
Prospects and customers want to be able to communicate with you quickly and directly. One of the best ways to achieve this is through Live Chat, which allows you to connect with them in real-time.
By implementing this system you will be able to greatly speed up your customers’ requests and, consequently, improve their experience and raise the quality of your service.
In addition, Live Chats are an excellent tool to gather feedback from customers and obtain valuable information about their needs and preferences. Thus, they can also help you increase sales and improve your customer service.
In the customer loyalty process, task automation is essential. This strategy improves workflows and allows you to provide a faster service. To achieve this, it is crucial to implement an intelligent CRM.
By implementing this digital solution, you will be able to systematize the updating and exchange of information with your prospects. Not to mention that you will be able to align marketing and sales objectives.
All these functions make it an indispensable element when it comes to managing customer interactions and coordinating your sales.
4. Call Center
The new messaging apps share one thing in common: they all enable fast and effective communication with customers. However, many consumers still appreciate the human contact established through phone calls.
According to a study conducted by Zendesk, 79% of users prefer to handle their requests through a call center. This highlights the importance of this communication channel in customer loyalty.
This tool also comes equipped with features that make it easy to customize and configure. Therefore, you can save time in its implementation and adapt it according to the needs of your customers.
5. Social Networking
According to a study conducted by HubSpot, more than 59% of the world’s population actively uses social networks. This is a number too high to overlook. If you want to create an effective loyalty strategy, you need to be present where your customers spend the most time: checking social networks.
However, it’s not just about answering questions and handling requests. The goal is to create a community around your brand. In this way, consumers will create an emotional bond with your products and services.
Thanks to the many advantages offered by these tools, companies can now stay ahead of the competition, and focus on what matters: providing a memorable customer experience.
If you want to learn more about how to implement these solutions in your business, contact us. Our team of experts is ready to assist you and answer all your questions.