Three tested, low-cost approaches can build a stronger connection between you and your customers.
The effort creates bottom-line results. Research shows companies that provide proactive service – anticipating and addressing needs, relaying important information before customers need to ask for it – have higher customer loyalty.
- Alert customers to potential issues. Several airlines now send text messages or emails letting customers know of flight delays and severe weather warnings before heading to the airport. And the staff at Allegiant, a smaller airline, makes personal calls to customers, notifying them of new flight times.
- Save customers money. Some billing departments work with customer service to notify customers when a bill is nearly due and payment is not received. That helps customers avoid late fees, and the company avoid costs related to collecting late payments – a proactive win-win for customers and company.
- Help customers find the best fit. A few cellular companies have started scanning customers’ use and activity to see if they should be on a different – even lower-cost – plan. Then agents contact customers, letting them know that there might be a plan better suited to them. Sure, the new plan may not be as profitable to the company, but showing customers that the company cares about what’s best for them builds goodwill. Then the new, lower-cost plan can extend the loyal relationship.