Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.
Chip Bell, Founder Chip Bell Group
Creating loyal customers begins with first creating satisfied customers. In the early days and even after your business has matured, a considerable portion of your sales will come from existing customers and referrals. As customers to other businesses you can relate to the feeling of having your needs met and the eagerness to share your experience with others.
Statistics also show that it costs five times more to find a new customer than to keep an existing one happy. Customer satisfaction happens when your products and services meet or exceed customer expectations. The process begins with:
1. Identifying customer needs and expectations
2. Translating needs into products and services
3. Building relationships based on trust and confidence
4. Establishing effective complaints management process
5. Measuring customer satisfaction and continuous improvement of your processes.
Meeting customer expectations is often considered the minimum requirement to staying in business. However to be truly competitive, small businesses must surprise and delight customers by going beyond the expected.
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