A New Customer Service Strategy to Lock In Customers

How do you yourself choose a provider? Think about why you frequent a certain dry cleaner over others. Certainly service, reliability, efficiency and quality come into your selection decision. But, ultimately, you have not analyzed each one of these factors scientifically. Instead, you just feel that your provider does a better job all the way around.

There is a whole new branch of customer service strategy that says you should go after the hearts of your customers, not just their minds. Some practitioners of customer acquisition go so far as to claim that, when choosing a provider, rational considerations account for less than one-third of customer decisions and behaviors.

To connect emotionally with your customers, you need to:

1. Know what specifically your customers truly value that you provide. Do they trust you? Do they rely upon you to take good care of them? The attributes you bring that link to their emotions are the attributes you want to brand and enhance.  For example, one guy in our office always goes to the restaurant where they know him by name even though the place next door has marginally better food.
   
2.  Know what your customers expect. Ask them often.  Make sure that in each and every interaction you meet or exceed their expectations of service and care so they feel “loved.” 

The stronger the emotional connections, the stronger the bonds of customer  loyalty.

Learn more at: http://www.lsaglobal.com/customer-service-strategy/