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Winning Back Lost Customers and Driving New Loyalty

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At the start of this year, while the corona virus was ravaging the foundations and systems of the world, there’s no part of our core as the human race that was not tested and suffocated in the process ranging from health systems to social to political to religious, economic, financial systems, communication, recreation, travel and trade among many other things.
Ultimately, each of these cross-systems began to witness a slump, slowdown, and in extreme cases, shut down. For businesses that developed thick-skin, new ways of work like remote working, shift working, onsite accommodation, extended or unpaid leave et cetera were adopted whereas for the customer, expenditure patterns were influenced by value for money and how essential a service was to their daily life or basic needs.

Most if not all customer consumption behavior changed post-covid with most spending on only necessities. This fundamental shift is detrimental to many kinds of businesses and leaves only room for survival of the fittest.

Fortunately, there are cross-cutting actions that businesses can adopt to be able to win back lost customers, drive new loyalty and get out of “survival mode.” They include;

Your first customers are your staff and other key internal stakeholders. These are your first-line ‘free’ business ambassadors, your No.1 battle weapon against competition and if they engaged and happy, they will deliver quality service and offer a memorable experience to your customer.

Availability and easy access to information in relation to the business, products and services is an essential part of the internal and external customer retention considerations that need to be made. If a staff or customer doesn’t have to search endlessly for information on products or services like expiry dates, business opening hours, product specifications, prices, who to escalate complaints too, among other things will drive them to your competition who “open” for business.

Access to information goes hand-in hand with communication. Talking to, listening actively, receiving feedback from and acting on any new insights is key for any business to remain standing. All possible lines of communication must therefore be available to staff and customers respectively to enable them reach you.

Additionally, customers respond positively to a business that is accessible and has approachable and friendly staff. Rude staff repel customers while customers are attracted to those that wear smile, go an extra mile to provide solutions is a sure way to build an army of loyalist ambassadors for the business.

Points of access to information and of contact for today’s customer include a toll-free line, website, social media pages especially Facebook and Instagram and finally, Business WhatsApp.

A business’ offering to customers must provide value for money –- customers are willing to spend only where they are assured of value for the money they are going to spend. Barber shops today have mastered this art with offering simple massages to male clients who come to have haircuts or shave their beards.

Deliver a memorable customer experience right from the first contact a customer has with your business, to selection of a product to purchase, to payment options available to their next return to buy or consume your product (s).

Research shows that an unhappy customer will tell 11-14 people about their nasty experience with your business while a happy customer will tell between only 3-5 people about their experience with your business.

Finally, a customer reward system or loyalty program is necessary to keep customers happy, returning and loyal to your businesses. Airlines and Hotels mastered this art quite accurately. Airline miles for example ensure that a specific passenger will return because they are assured of miles that if accumulated for over a period can be transformed into a flight ticket, excess baggage, free upgrade to business or first class.

It is therefore key for businesses to be intentional about the strategies they will deploy to ensure customers are won back, retained and converted into organic brand ambassadors.

The writer is the Head of Customer Retention at MultiChoice Uganda.



Source – www.galaxyfm.co.ug

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Entertainment

EXPOSED! Ugandan gospel singer Julie Mutesasira weds fellow woman

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Former local gospel singer Julie Mutesasira has caused a stir online after photos of her kissing a fellow woman during their wedding went viral on social media.

The photos emerged after his ex-lover Pastor Steven Mutesasira officially tied the knot with his new lover identified as Judith over the weekend.

In the past, it was rumored that Julie divorced with her husband and fled to Canada but the rumors where yet to be confirmed until the photos of her marrying a fellow woman made their way on social media.





Source – mbu.ug

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Police Bosses Convene at Bulange ,Mengo Over Weekend Security Raid on Mbogo Clan Thanksgiving Function

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Top Police authorities are slated to meet the Katikkiro of Buganda Charles Peter Mayiga this morning to tackle the security raid on a thanksgiving function organized by the Mbogo clan head, and religious leaders at Mugulu in Mityana town over last weekend.

Mobogo Clan head, Kayiira Gajuule had invited Bishop Emeritus John Baptist Kaggwa the retired Bishop of Masaka Diocese to grace the thanksgiving ceremony when anti-riot police stormed the area and sprayed teargas to disperse everyone.

This incident has since drawn widespread criticism from both Buganda kingdom loyalists who have since marched to Bulange Mengo demanding an apology from the Police besides the public condemning police actions

Just yesterday afternoon,. Police were forced to use teargas and live bullets to disperse a group of Buganda loyalists at Mityana municipality protesting the incident and demanding that District Police Commander, Alex Mwine Mukono unconditionally releases all the motorcycles he confiscated during the raid.

This compelled the police boss IGP Martin Okoth Ochola to apologize to the bishop and the Catholic Church.

The police political commissar led by a team of senior officers announced that they would be visiting Bishop Kaggwa at his home to announce their apology to his family and the church on behalf of IGP Ochola .

On Monday, the police spokesperson Fred Enanga apologized to the Catholic Church defending the police action on preventing the spread of COVID19.

He said the firing of teargas was caused by a group of uninvited politicians including Francis Zaake among others who had attracted youth.

Now according to the Buganda kingdom spokesperson Noah Kiyimba, a meeting between the Katikkiro Charles Peter Mayiga and the top police leadership is scheduled for 11:00 am at Bulange Mengo.



Source – www.galaxyfm.co.ug

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Martha Kay shows off flexibility while exercising (VIDEO)

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Local Comedienne Martha Kay Kagimba a.k.a The Range Rover Girl showed off her flexibility and fitness in a video where she was recorded doing a full split.

For a couple of years, Martha Kay has often revealed how she is insecure about different parts of her body including her legs and her skin complexion.

Slowly, she has come to terms with her insecurities and she is proud of her complexion. There is one more thing she is working on now and she seems to be on the right track – FITNESS!





Source – mbu.ug

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