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Beyond Loyalty: 4 Ways To Build Confidence

Make customers believe in you and they’ll keep coming back

Loyalty isn’t everything companies need to build with customers, it’s critical to boost their confidence, too. Customers want to believe wholeheartedly a company will stop at nothing to do what it says it’ll do.

Turn buyers into believers. Here are four tactics that instill that confidence in consumers:

  1. Take ownership of customers’ questions or concerns. Two phrases that’ll help reps get the message across: “I’ll handle this for you right now,” or “This is important, and I know what to do.” Consider posting those phrases at customer service reps’ desks.
  2. Keep consumers posted. Let them know the status of their requests regularly so they know the company’s delivering what’s promised.
  3. Give customers total attention. If reps don’t stop what they’re doing when customers call, buyers won’t be confident their needs will be met.
  4. Implement feedback. Customers go where they’re appreciated, and nothing says “we appreciate you” more than implementing their ideas and telling them how.

Reprinted with permission from The Marketing Report, 370 Technology Drive, Malvern, PA 19355, 800-220-5000.

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