Is it Too Hard to Build Customer Loyalty?

“Customer loyalty is dead.” I’ve heard this statement repeated several times by opponents of Customer Relationship Management (CRM) systems, and business owners that don’t truly understand how to build customer loyalty. And, it’s no wonder they feel that way. Think about the number of stores you’ve personally visited, never to return to again. If a person does not return to a store or business, there is usually a good reason for it. They might include: BAD EXPERIENCES Everybody has a bad experience they like to share. And, more often than not, when I hear these stories my heart goes out to the business owner rather than the customer. It seems...

make them your customer

Having a person buy from you once does not necessarily make them your customer.I’m sure you’re thinking, “What does it make them?” Well, quite simply, itmakes them a person who bought from you once. A person that buys from youon a regular basis--that’s a customer. The next building block is all about customersand how to turn the people that bought from you once into lifelong customers. Winning lifelong customers requires the ability to not only get a prospect tobuy again and again, but to do so happily. This chapter is about giving customers the experience they deserve and creating a relationshipof loyalty and trust between the small business...