Customer loyalty is generated when lots of people
are talking about you and when they are saying the right things. We
can help with both.
Firstly, you are encouraging customers to communicate directly
with you rather than third party review sites. This gives you more
control over it. Positive feedback can be distinguished from
negative and can be spread wider through your own website or
through social media networks.
Where our system picks up a negative experience, it can trigger
an instant alert to go to who you like. The alert includes a full
copy of the customer's report and, where they have provided them,
the customer's contact details. This gives you the opportunity to
recover the situation quickly and turn a cynic into a
supporter.
The high volumes of feedback are also ideal for accurately
measuring customer loyalty. Using common metrics such as 'net
promoter', we can also show how your customer loyalty compares with
the wider market.
Finally, the communication doesn't have to be one-way. We can
use the channels to keep your customers updated and hence more
engaged. We can capture customer information for your guest
database, including their permission for you to include them in
marketing communications. If you have a club, we can explore ways
of enhancing the value of the club for both you and your
members.
Let's work together to increase the loyalty of your customers
relative to your competitors.
If you would like to talk through your requirements, please
complete a short enquiry form and then either send
it to us or call us on +44 (0)1225 470999.