Customer remains a Customer

Business growth is measured by Customer Loyalty. Customers see the product as a commodity to increase their value in business and this value is generated not only by the quality of the product but also by the trust we develop in terms of the many successes they are able to achieve with the service provided.

Even Customer wants to hold a relationship that works for a longer period and that is what makes big difference. As and when both parties (provider and user) agrees on term and commitment. Then no matter what they will make this work. There might be heated discussions but overall the relationship from outside will look stable and prosperous.

Having a feedback loop that is very easy and accessible is always necessary. As in many businesses confuses feedback is a process after delivery of service or after completion of engagements. Feedback should always be an ongoing process and they should be able to present their grivences, provider should always take that as a positive sign of improvement rather than getting into arguments. When the Customer is listened he feels satisfied and that is what builds trust.

Converting a Disastrous situation into loyalty requires enthusiasm to make the situation right no matter what. Offering to improve and making Customers a part of the process is what gains their trust. Once dealt with changes, don't keep it quiet, let customers know about the changes and value you have added for them. This will make customers feel that their feedback is taken seriously and grow the business.

A major aspect of retaining a Customer is always they should be properly trained and know the depth knowledge of the product. The training should be provided on regular basis with updates so that they get an idea of what value the product is giving them. And how effortlessly they can do things utilising the product. This also helps in creating better understanding and Customer always relies on products on which they have trained hands-on.

Offering a product that deals with the pain point of the Customer then you have developed a niche of your product. It's not simple to provide a good or service that your customers see as better than those of your rivals, but the payoff is ultimately worthwhile.

-- Akash Jaiswal