If you are launching a new business, a sure way to increase your odds of gaining the competitive edge is not through a remarkable product or service, but through exceptional customer service. Often, customers are not concerned how the product or service was developed, grown, or manufactured, they just want to have a fulfilling experience acquiring it. In today's competitive market place, businesses that exceed the expected level of service build a roster of loyal customers. Put another way, loyalty equals growth and profitability for your business. Also, customers whose problems are resolved to their satisfaction are significantly more loyal than those never experiencing a problem in the first place.
Customer loyalty is all about relationship building.
Your business cannot be all things to all people, so focus on a niche of people that you know will consistently come to you with their needs. This involves committing to the Zero Defections principle, ensuring that your loyal customers are sustained and not lost to the competition. Loyal customers help grow your business by spending more money over time on your product or service, as well as giving referrals to others. A good relationship with your loyal customers involves knowing as much as you can about them. Businesses should never make assumptions regarding customer needs and expectations.