customer relationship management Archives

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...

Creating a memorable customer experience is fast becoming a top priority for businesses – and for good reason, says Reynhardt Uys, Chief Experience Officer, Immersion Group. He notes that customers no longer base their loyalty on price or product alone. Instead, they stay and spend, with companies based on the overall experience they receive. “Quite simply, organisations who fail to adopt a customer-centric approach risk lagging behind competitors who have already become customer-obsessed.” While research shows 86% of buyers are willing to pay more for a great customer experience, Uys says there are several common mistakes that can derail efforts at personalisation and the customer journey. “Developing an unmatched customer experience involves applying the most appropriate methodologies an...

Tag: customer relationship management

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

Avoiding common mistakes while crafting the ultimate customer experience