brand loyalty Archives - AfricaBusiness.com

Kelvin Brown, Customer Operations Executive, Telviva Simplifying customer interactions can lead to happier, more loyal customers. There is more choice than ever before, meaning customers are not forced to endure a customer experience (CX) that is characterised by clutter or unnecessary friction. We’ve all experienced difficult customer experiences. Just recently, I opted to use WhatsApp to engage with a business but was channelled back and forth between channels to ultimately accept that I was number 200-odd in the voice queue. Ironically, that was the most positive outcome. How, then, do businesses get it right? It starts by balancing digital transformation with CX. Businesses are under pressure to implement digital channels and technologies such as artificial intelligence. They’ve he...

There is a good reason why the saying goes “first impressions last” and this is particularly important for small businesses. Once they’ve connected with a new customer, businesses should focus on offering high-quality delivery over the long-term. It begins with a client's first interaction with businesses or brands and continues throughout the lifetime of the relationship. According to Tom Stuart, Chief Marketing Officer of SME lender, Lulalend, there are five practical ways in which businesses can improve customer retention. Managing expectations, ensuring top-of-mind awareness, good communication, implementing support measures, and putting in place a rewards program. Stuart explains that top-of-mind awareness is a key metric in the development of sound retention strategies and will ultim...

Tag: brand loyalty

How to simplify customer interactions for happier, more loyal customers

Good customer retention tactics translate to brand loyalty and profitability for SMEs