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Improve your customers loyalty

Improve your customers loyalty

Improve your customers satisfaction by providing proper follow-up to your surveys.

Why improving your customers loyalty?

  • Increase your customers satisfaction
  • Increase your retention
Improve your customers satisfaction by providing proper follow-up to your surveys.

Our customers increased their average overall satisfaction by 50%

From NPS to CSAT, many ways exist to measure your customers satisfaction.

Following-up on a low satisfaction or leveraging a high score will help your team increase your customers satisfaction, ending up with more positive reviews and testimonials.

Recommended views and triggers to Follow-Up

Improve your customers loyalty with Successeve

  • Get notified of a new detractor
  • Get notified of a new promoter
  • Create your team a task to follow on low satisfaction feedback
  • Trigger plan to increase account satisfaction
  • Trigger plan to convert satisfied customers into ambassadors

What is customer loyalty?

Customer loyalty is a measure of how likely customers are to continue doing business with a company in the future. It is often measured by tracking customer repurchase rates, referral rates, and customer lifetime value.

It is closely related to Customer satisfaction, which is a measure of how happy customers are with a product, typically measured by asking customers to rate their satisfaction on a scale of 1 to 5.

Why is customer loyalty important?

  • Loyal customers spend more money. Studies have shown that loyal customers spend up to 67% more on products and services than new customers. This is because loyal customers are more likely to try new products, buy more expensive versions of products, and repurchase products frequently.
  • Loyal customers are less likely to churn. Churn is the rate at which customers stop doing business with a company. It is more expensive to acquire new customers than to retain existing ones, so reducing churn is an important goal for businesses. Loyal customers are less likely to churn because they are satisfied with the products or services they are receiving and they have a positive relationship with the company.
  • Loyal customers are brand advocates. Loyal customers are more likely to recommend a company to their friends and family. This word-of-mouth marketing is one of the most effective ways to attract new customers.
  • Loyal customers provide valuable feedback. Loyal customers are more likely to provide feedback on their experiences with a company. This feedback can be used to improve products and services, as well as the overall customer experience.

How to measure customer loyalty?

There are a number of ways to measure customer loyalty. Some of the most common metrics include:

  • Customer retention rate (CRR): This metric measures the percentage of customers who continue to do business with a company over a given period of time. A high CRR indicates that a company has a loyal customer base.
  • Customer lifetime value (CLV): This metric measures the total revenue that a company expects to generate from a customer over the course of their relationship. A high CLV indicates that a customer is valuable to the company.
  • Net promoter score (NPS): This metric measures customer satisfaction and loyalty by asking customers how likely they are to recommend a company to others. A high NPS indicates that a company has a loyal customer base.
  • Repeat purchase rate (RPR): This metric measures the percentage of customers who make multiple purchases from a company over a given period of time. A high RPR indicates that customers are loyal to the company's brand.
  • Upsell ratio: This metric measures the percentage of customers who upgrade to a higher-priced product or service. A high upsell ratio indicates that customers are loyal to the company and trust its brand.

In addition to these quantitative metrics, businesses can also measure customer loyalty through qualitative feedback, such as customer surveys and interviews.

How can customer loyalty impact customer retention?

Customer loyalty has a significant impact on retention. Loyal customers are more likely to continue doing business with a company in the future, even if they are offered a better deal from a competitor.

There are a number of reasons for this. First, loyal customers have a positive relationship with the company. They are satisfied with the products or services they are receiving, and they trust the company to deliver a good experience. Second, loyal customers have invested in the company. They may have accumulated loyalty points, redeemed rewards, or subscribed to services. This investment makes them less likely to switch to a competitor.

Third, loyal customers are often creatures of habit. They enjoy the convenience of doing business with a company they know and trust. They also appreciate the feeling of being valued as a customer.

Recommended Automation to Follow-Up

Playbooks for high-touch customers

  • Plan to increase NPS
  • Plan to better understand improvements possibilities
  • Plan to turn customer into Ambassador

Workflows for medium and low-touch customers

Contacts

  • Feedback Loop for Detractors and Passives
  • Voice of Customer plan for Promoters

Accounts

  • Email Admin Feedback loop for low NPS
  • Email Admin Feedback Loop for average NPS
  • Voice of Customer plan for high NPS
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