Customer loyalty is a huge focus for many companies. After all, it’s significantly more cost-effective to retain customers as opposed to trying to get new customers. That means you need to focus on customer loyalty as much as possible, as it’ll be always be better for your business to keep your existing customers if possible. A phone survey could be a great way for you to increase your customer loyalty. Here are four steps you can take to increase your customer loyalty using a phone survey.
1. Focus on Improving Customer Experience
A phone survey should help you improve the experience you’re providing to your customers. There are different approaches to building customer loyalty, and even though you might consider loyalty programs and bonus offers, that shouldn’t be what your phone survey is about. Instead, your phone survey should target “problem areas” in your business, seeking to find out what’s driving people away rather than trying to create a program that might make people visit.
2. Use the Phone to Its Full Extent
Doing a phone survey rather than an online survey should be an intentional choice. Although more and more people are choosing to use online surveys, phone surveys remain an important tool in the company toolbox because they provide different options. Prompt the employees doing your phone surveys to ask more questions, gather more information, and learn more about what your customers are really thinking. That immediate response possibility is why you should be using the phone survey in the first place.
3. Start Small and Scale
At the beginning of your phone survey, you shouldn’t immediately target huge amounts of customers. If your survey has a problem and isn’t gathering information as effectively as you might want, this will cause you to waste money gathering information that won’t significantly help you overall. Instead, start with just a handful of customers. Go through the entire survey process with this handful of customers, ironing out the problems during this “test drive.” Then, you can present a more effective, more useful survey to the entirety of your customer base.
4. Follow Up With Customers Afterward
It’s always a good idea to get information about how effective you were at implementing the changes that your customers were asking for in your survey. To do this, consider following up with the same survey about 3-6 months after you did your initial survey. That gives your company time to understand the information you gathered, brainstorm solutions, put those solutions into play, and allow your customers to experience the changes. Then, you can see whether the changes actually improved your customer’s opinions of your brand.
As you can see, it is possible to increase customer loyalty with a phone survey; you just have to know how to do it properly. Too many companies struggle with customer retention, and this can sometimes be because they’re not able to gather information and utilize it appropriately. A phone survey can provide actionable information that can help you increase your customer loyalty overall. Just make sure you have great phone service, amazing customer service, and a plan that makes sense.