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Regular Customer vs Loyal Customer: Why it is not the same

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Retaining customers is less expensive than acquiring new ones, and customer experience management is the most effective way to drive ... LiveChat HelpDesk Log-In Sign-up RegularCustomervsLoyalCustomer:Whyitisnotthesame Mar30,2015 admin Retainingcustomersislessexpensivethanacquiringnewones,andcustomerexperiencemanagementisthemostcost-effectivewaytodrivecustomersatisfaction.ImprovedCustomerLoyaltyensuresales,reducecostsassociatedwithconsumereducation,andrecommendyoutotheirfriends. However,noteverycustomerwhoregularlypurchasesyourproductsisloyaltoyourcompany.Therearemanyreasonswhytheyrepeatpurchasingfromyou: Youarecurrentlythelowcostprovider; Ittakestoomanyeffortsoritistoexpensivetochangesuppliers; Theyareusedtousingyourproducts,andhabitsarehardtobreak; Theymayhaverelationshipswithoneofyouremployees; Yourlocationiscurrentlythemostconvenienttothem; Youarecurrentlytheonlyavailablesuppliertothem; Thereisacontractualarrangementwithyourcompany. Theyprefercommunicatingviayoursecurelivechatsoftware. Allthesereasonsmeanthatassoonasadesirablecompetitorcomesaround,theymayswitchtothemeasily.Onthecontrary,loyalcustomersbelievethatyourproductsandservicesaresuperiortothoseofthecompetition.Theydonotseekforalternatives,evenwhentheyhaveoptions. Customerloyaltydoesnotmean,thatcustomersareloyaltoyourcompanyalone.Intherealworld,customersaremoreoftenloyaltoseveralcompanies,whenitispossible.ThatmeansthattheymaytendtopurchasebrandA60percentofthetime,brandB30percent,andbrandC10percentofthetime.Theyareloyaltothesebrands,butnottoothers,andyet100%loyaltonone.Inthiscasetheobjectiveofcompaniesistomakecustomersasloyalaspossible,tomaximizecustomershareofwallet. Improvedcustomerloyaltymayrepresentnomorethan20percentofyourcustomerbase,butmakeupmorethat50percentofyoursales.Youneedtobecommunicatingwiththesecustomersonaregularbasisonasecurelivechatsoftware.Thesepeoplearetheoneswhocanandshouldinfluenceyourmarketingdecisions.Nothingwillmakealoyalcustomerfeelbetterthansolicitingtheirinputandshowingthemhowmuchyouvalueit.Stillyouneedtoconsiderthefact,thatnotallregularcustomersareloyaltoyourcompany(seethereasonsabove).Youneedtobeabletoclassifyyourcustomersandidentifytheloyalonescorrectlyifyouplantomakemarketingdecisionsbasedontheirinterests. CustomerServiceTrainingisWhatAllCompaniesNeed YoungPeoplePreferLiveChatforOnlineShoppingQueries Youmayalsolike TipsforSellingtoDifferentLanguagesandCultures  HelpOnClickLiveChatIntroducesAdvancedEngagementOptions YourCustomersareaGreatSourceofLearning TheKeyCustomerServiceTipsthatGuaranteeRepeatCustomer Newsletter Recent BoostYourCompanytotheNextLevelwiththePowerofAI TheBiggestWorriesforUKandUSSmallBusinessesin2022 RunningaConnectedOnshore&OffshoreProcesstoIncreaseCustomerSatisfaction CreatingProperCustomFieldstoOptimizeYourHelpDeskSoftware  Categories ChatSoftwareCustomerserviceCustomerservicestaffHelpDeskInformationalLivechatProductivitySmallbizVirtualChatAgent

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