Customer Loyalty: 4 Best Practices to Become a Hero to Your Customers!
For any business, success can begin and end with customer satisfaction. TSYS Merchant Solutions’ very own Kathy Elliott, client operations manager, stepped up to assist MLS Direct Network, a customer, after they ran into an issue that presented a problem for the company. Along with her TSYS side-kicks, she became a hero to the company’s Customer Service Manager at MLS Direct Network, Lauren Wetzel.
Kathy shares how she assisted them and created a stronger relationship – turning a negative situation into a positive one. Kathy’s response is representative of how TSYS Merchant Solutions, a national payment processor servicing thousands of customers daily, invest in customer relationships. How? She provided on-going updates on the team's progress as they worked towards a resolution. According to Laurn, while keeping communication lines open, she offerred empathy clearly demonstrating that she cared about the outcome. As a result, Lauren shared her gratitude by creating a fabulous hand-made cape – the same one worn by super heroes. In her eyes, the support provided was enough to warrant taking time to not only express her gratitude via a thank you letter, but send a special gift.
“I was incredibly humbled by her gesture and proudly display it on my office wall,” says Kathy. “Whenever I have an emergency and need help from our team, I put the cape on and everyone knows I mean business.”
It’s not just bad customer service that can impact your bottom line. The data also states that 63.9% of consumers consider customer service to be more important than price when deciding whether or not to do business with a company; and 55% of customers would actually pay more to guarantee better service, according to businesstrend.com.
Director of Relationship Management for TSYS Merchant Solutions, Patrick Kirk, recommends engaging with your customers individually: Checking on them, hearing what they have to say, letting them know that their business matters to you, and that they matter to you. Additionally, Patrick offers the following best practices will surely create loyalty resulting in customer retention.
Best Practices for Customer Loyalty:
- Adjust or expand core offerings to meet customer needs.
- Be the partner they recommend to their new team by going the extra mile.
- Acknowledge the receipt of their request by communicating that you’re on it – even if you can’t provide an answer right away.
- With good news, a phone call is a great way to build a better relationship with your client.
Lesson Learned: One person can make a big difference in the lives of a customer’s success. Words to live by in 2015!