Customer service and the declining quality or even existence of it is a hot topic today. Here's the deal... Customer service is the price of admission. With so many choices available to the consumer, you have to deliver an acceptable level to even be a contender in your market.
The new bar or target that will set you apart and create a competitive advantage for you is customer loyalty. What's the difference you ask? Simply put, customer service measures attitude and customer loyalty is all about behavior. Good customer service is expected. When a customer gives you money in exchange for a product or service, they expect it to work and fulfill whatever need or want they had. So when that happens it's nothing special.
What does seem to be "special" or a rare and elusive creature is the person who serves you with a smile and actually acts like he/she is enjoying being of "service" to you. Seriously, I am sick and damn tired of people who act like I am bothering them when I go to buy something from the organization that they work for. Is it really that hard to smile and say thank you? Be nice people... Seriously, it's a no brainer... Be nice.
So, to review... Step one - BE NICE! The next step, the strategy of customer loyalty is to create a connection with the customer. How do you do that? Talk with them, engage them in conversation, make them feel appreciated for buying from you, act like you care about them as people. Developing loyal customers is about making an emotional connection with them. When you do that the next time they are in a position to need the goods or services that you provide, the likelihood that they will buy from you is drastically increased.
Simple really... BE NICE!
Just believe...
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