March 2023: The Loyalty Factor
Avantive Solutions
A global contact center and BPO leader that reimagines the customer experience (CX) and maximizes results.
Building Brand Loyalty
Brand loyalty is more than a purchase, it's a relationship. Here are four ways to create a connection with your customers that keeps them coming back.
The first step in building brand loyalty is understanding what your customers wants. This means going beyond the surface-level needs and understanding the aspirations that drive their behavior and emerging trends in their expectations. Conducting customer research, using social listening tools, and analyzing customer feedback can help you gain insights into their preferences, pain points, and expectations.
With short attention spans and high expectations, meeting customers in their preferred channel in a timely manner is essential to building brand loyalty. Whether it's through social media, email, chat, or phone, customers want to connect with businesses on their terms. Being responsive, transparent, and helpful in all channels is key to creating a positive customer experience. When deciding what channels and hours of operations are best for your organization, examine all customer touchpoints as well as the cost and return on investment (ROI.)
By using customer data and insights, businesses can create personalized experiences that make customers feel recognized, valued, and understood. Personalization can take many forms, from personalized product recommendations or promotions to customized communications with optimal contact times and customer-to-agent matching.
Providing exceptional customer service is last, but certainly not least. Being proactive and going above and beyond to exceed expectations can turn a concern into a positive experience. Having knowledgeable and empathetic agents that provide quick resolution is critical to building brand loyalty.
Featured Favorite
Avantive Solutions leaders read GRIT by Angela Duckworth and incorporate the concept into our culture, emphasizing the importance of purpose. The book explores the concept of grit, which Duckworth defines as a combination of passion and perseverance towards long-term goals. She draws on her research in psychology and her own experiences to explain that grit is a key predictor of success and by prioritizing it, businesses can develop a more resilient and adaptable workforce that pursue ambitious goals. Take a few minutes and watch her TED Talk GRIT: The power of passion and perseverance.
领英推荐
Upcoming Events
Our Vice President of Business Development, Dan Werner, will be attending ViVE in Nashville this week and HIMSS in Chicago in April. If you're attending these, he'd love to connect with you to discuss health equity, maximizing the patient experience, and integrating technology to reduce costs.
Industry Insight
"Healthcare brands that communicate with positivity, imbuing a sense of confidence that health and wellness in any form are within reach, will both motivate consumers to take charge of their health and strengthen brand loyalty."
Read more from "What Makes For Inspired Healthcare Marketing?" by Forbes Councils Member Tracey Santilli.
About Us
Avantive Solutions is a?global digital transformation leader?specializing in innovative customer service, strategic sales, and technology solutions. We reimagine the customer experience (CX) and maximize results through enterprise-level technologies such as Artificial Intelligence, Machine Learning, Voice Analytics, and Data Visualization.
Our people-centric teams across the globe are spirited and engaged. We embrace diversity and diverse thinking while celebrating employee achievements and giving back to the communities where we live and work.