Start getting long-term customers today.

Have you ever wondered who you were talking to on the other side of the computer screen?

Outstanding customer service representatives make you feel like they, and the companies that employ them, value you. As a result, customers are eager to get to know the faces behind the logo.

Why?

As soon as a customer starts a conversation with a leader, employee, or representative of the company, their perspective changes. It goes from a faceless entity to real people that care about the individual needs of each customer.

According to some studies, meeting those needs is all it takes to build long-term customer relationships—but going the extra mile to satisfy needs can, to borrow from Ruby Receptionist’s goals, WOW customers and build the kind of relationship that fosters long-term loyalty.

Why Building Long-Term Customer Relationships Matters

  • Customer loyalty saves you time, money, and effort in the long run. Customer acquisitions comes with a hefty price tag—especially if your company experiences a higher-than-average customer churn rate. Building relationships with customers means they’ll stick around for the long haul, and you can save the money you would have spent to replace their business. If your customer base sticks around, you can focus on growth.
  • Long-term customers are also powerful brand advocates. Word of mouth marketing is an extremely effective way to generate new customers, especially when your loyal customers are the ones bringing them in.
  • Additionally, long-term customers provide a solid base for business growth. These are the individuals who will be the first to step up to use and even review your new products, give you honest feedback, and provide you with a consistent income.

Customer loyalty doesn’t have to be formed with big, over-the-top, gestures. While all customers appreciate a small touch that shows you value them, the first step to building long-lasting customers comes from your core business model: meeting their needs.

Step 1: Meet Customer Needs

One Harvard Business Review report found that most customer loyalty can be summed up in three words: make it easy. The study, which came out before the rise of tech-enabled personalization, raises an interesting point about the basics of the customer-company relationship.

In this case, make it easy means doing a few basic things to get the relationship started.

how to build a loyal following

  • Take away any barriers between you and your customers. Make it easy for customers to reach out to your company by having clear phone numbers (to a phone that gets answered), email addresses, and contact forms.
  • Put yourself in the customer’s shoes. Look at what customers are truly trying to express. Are they satisfied or dissatisfied with your product? Are they angry? Enthusiastic? Anger is a secondary emotion, so what’s the root cause? Understanding your customers makes it much easier to build real relationships with them. It’s true what they say, empathy goes a long way.
  • Anticipate needs. Think of all the resources a customer may ask for, and make them available. Whether this takes the form of a mini-tutorial on a product or offering genuine suggestions for the next step, a company that thinks about its customers helps keep them engaged and active.

In some cases, a simple shift in language can be all it takes to improve customer relationships. Shifting away from negativity, and towards positive language, can help build the foundational trust that leads to long-term, long-lasting relationships.

Step 2: Going the Extra Mile

Like Rome, relationships aren’t built in a day, and long-term relationships mean more than just satisfying customer needs; they mean exceeding them. Loyalty is built on a perceived personal relationship with the brand. And you can’t build a great relationship without providing a great product, excellent service, and open communications. Every interaction provides you with another opportunity to blow them away.

It’s no surprise that technology improvements have created an environment where customers expect real-time communication. Customers want to talk to a real person, not a robot. And they can reach out to you through social media, timely emails, and via phone calls. In the age of technology, customer loyalty is won on all fronts.

Your next phone call with a customer is your opportunity to go the extra mile! When the opportunity arises, try taking notes about a customer’s needs, putting your active listening skills to use, and providing a solution—or clear next steps when possible. Sometimes this means listening to complaints and providing the right services. And in other cases, it means sending a thoughtful gift, handwritten note, or even offering a follow-up call.

The more personal and direct you can be, the better.

Gabe Arnold

 

Gabe Arnold is the founder of Copywriter Today where you can get unlimited fresh content for all your marketing needs. If you want 250 free headline ideas for your next marketing campaign, use their free tool here.

Additional reads you may find interesting...

View All
2021 Legal Trends Report: gavel with scale of justice on desk
Legal Practice Tips

Clio 2021 Legal Trends Report: in summary

Content marketing and social media tips: side view of photo editor working in a creative office
Small Business Tips

Content marketing & social media: 4 easy tips for getting started

A single pine tree on a rocky summit
Small Business Tips

Meeting customer expectations during a holiday season like no other

Person at desk in front of computer waiting on phone
Receptionist Tips

Have trouble handling the emotional weight of phone calls? You’re not alone.

Choosing a business number: overhead view of faded yellow vintage telephone with notebook and numbers on monochrome background
Small Business Tips

What your phone number says about your business

How to find and analyze your website traffic: two people look at a computer in a bright office space
Small Business Tips

How to find and analyze your website traffic

Using virtual receptionists for part-time answering - Ruby

Using virtual receptionists for part-time answering

What is a conversation worth: illustration of a confused person with complicated calculations hovering above their head
Small Business Tips

What is a conversation really worth? We calculated the exact dollar amount.

Top 3 legal marketing strategies for 2022: man looks at laptop
Legal Practice Tips

Top 3 legal marketing strategies for 2022

24/7 live chat: a Ruby chat specialist and a potential new client use computers in split screen with a live chat window between them
About Ruby

How Ruby’s 24/7 live chat solution grows your business and saves you time

Why empathy matters for your business: person listening to another person in cafe with laptop, papers, and coffee
Small Business Tips

Why empathy matters for your business

SEO and branding: star-crossed lovers—an illustration of two people with crowns surrounded by flowers
Small Business Tips

SEO and branding: star-crossed lovers

Title card: Authentic small business marketing with Jamie Adams of Scorpion

Ruby partner feature: Authentic small business marketing with Scorpion

Using chat as a sales tool: hands using laptop
Small Business Tips

4 ways to leverage live chat as a sales tool

How to attract more law firm leads: smiling woman in professional attire talks on phone while using laptop
Legal Practice Tips

Treading water? Here’s how to attract more law firm leads.

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.