Customer Service Tips: Client Retention
Whether you offer a product or a service, there is always room for providing your customers with extra value. And don't just add extra value to your services, tell your customers about it. They'll be delighted with the bonus!
You're probably already offering tons of extra value in your services, and you may think customers recognize these extra values without you having to tell them. This isn't always true. When you point out added bonuses to your customers, the idea of receiving something of more value can have a large effect on customers' perceptions of your brand. And if you want customers to purchase from you, they need to perceive your brand—and, in turn, your product—as valuable.
Some extra value that you might believe to be a given include superior customer service or a service / product feature. Below are two examples. The first example is of a travel company that offers added value through customer service, and the second example is of a travel company that offers extra value through a service feature.
Example 1: Added value through superior customer service.
Company A is a travel company that specializes in luxury yacht charters through the Mediterranean. They tell customers that as extra value to their superior customer service, clients can contact the company 24 / 7 and there will be someone to assist their needs immediately, at all times. They also tell clients that they will be assigned a personal touchpoint or virtual concierge, during their entire vacation to assist with any of their needs.
Example: Extra value through a service feature.
Company B is a travel company that offers luxury travel consulting services. They inform customers of their services and then mention that as an extra to their services, clients receive a customized itinerary book with important information and tidbits they'll need to know while traveling. This might have always been part of your services, but when you point it out and package it as extra value, customers will perceive the feature that way.
Company B might also have a membership site that provides customers access to insider travel tips and discounts on travel items. They might tell customers that as added value they get access to the membership site for free.
When you point out that all of these service features are added value, the customer will feel appreciated and special—always a plus when you want to retain loyal customers and attract new ones through referrals.
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Article Tags:
customer service
,client retention
,luxury travel
,customer referrals
,business success
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