A survey conducted by Impact Learning Systems, as part of Customer Loyalty Month, has collected and composed a list of the strongest trends in customer loyalty practices, which includes customer connection and maintaining open lines of communication. Perhaps, unsurprisingly, traditional methods were reported to net the best results regarding customer loyalty. For example, the survey found that 62.5 percent of companies still rely on the phone for reaching out to lapsed customers, eschewing direct mail and email.
Maintaining 24-hour call centers were also found to be a popular way to reach customers. Companies were also found to rely heavily on personal conversations when seeking to understand how they are or are not meeting the expectations of their customers. However, while traditional methods still reign supreme where customer loyalty is concerned, companies have recognized social media as a burgeoning tool for customer satisfaction. More and more frequently, companies are turning to social media to provide an environment for learning and sharing for customers who can also easily comment on products and services.
Commenting on the survey, Peggy Carlaw, founder and executive vice president of Impact Learning Systems, said, “The response was incredible. Knowing that our clients, prospects and followers all share the same passion as it relates to Customer Loyalty is exciting. Impact Learning Systems is all about helping companies like this improve customer service and define a customer experience of value, integrity, and satisfaction.”