Customers are the lifeblood of any organisation. Retaining them and leveraging their loyalty increases business and ensures a positive image of the organisation. To do this, organisations must deliver consistent, excellent service to every customer.

• 73% of customers fall in love with a brand and remain loyal because of friendly customer service reps. (RightNow)
• 77% of customers would recommend a brand to a friend after having a single positive experience. (Temkin Group)
• 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot Research)
• The #1 reason customers switch to a new brand is feeling unappreciated. (New Voice Media)
• It takes 12 positive customer experiences to make up for one negative experience. (Glance)
• 78% of customers have backed out of a purchased due to a poor customer experience. (Glance)

Business News Daily suggests the follow six effective ways to connect with your customers and build lasting relationships to keep them loyal to your brand:

1. Don't use a one-size-fits-all approach.
2. Respond to concerns.
3. Keep it personal, not transactional.
4. Focus on face-to-face interactions.
5. Grow with your current clients in mind.
6. Show your appreciation.

And, in collaboration with contact centre experts, Merchants, Business News Australia recommends using the following steps to create a customer service strategy from the article: Five Tips To Improve Customer Experience And Grow Your Organisation.

1. Benchmark your customer service
2. Define your customers
3. Pay attention to what your customers are saying
4. Provide omnichannel support
5. Engage your customers on an emotional level

To improve your team's understanding of what it means to deliver exceptional customer service, you may consider supporting your staff to attend CORP's upcoming half-day workshop in March 2021 - Customer Focus: The Competitive Edge. In this session we will explore some key concepts that will assist your staff to work confidently with internal and external customers, from boosting customer loyalty to managing their own emotions and stress levels under pressure. 

• What it means to have a customer focus - internally & externally
• Interpersonal skills, including active listening and questioning techniques
• Techniques for managing challenging situations and interactions with customers
• Engaging with customers and discovering opportunities to add value
• Strategies for problem-solving to meet your customer's individual needs