HOW TO ENCOURAGE CUSTOMER LOYALTY – 06/06/2019

I wrote about the importance of great customer service here recently and why it’s good to complain here, so it’s only fair that I should write about why it is important for firms to encourage customer loyalty.

I am prolific on LinkedIn, Twitter, Facebook, Instagram and TripAdvisor and each platform has a different style and focus.

My Facebook page The Complaints Resolver is linked to this consumer website.  My other Facebook page A Writer In Edinburgh is linked to an Instagram account of the same name and my website http://www.awriterinedinburgh.com to showcase my writing and services.

My TripAdvisor account ‘awriterinedinburgh’ is a standalone account where I convey my honest appraisals on venues primarily around Edinburgh where I live.  This is a popular platform and I have over 45,000 readers to date.

LinkedIn and Twitter is what it is.

However, the point I am making is that most of the time firms do not know who their customers are and what they do for a living.

A great example of this is last Christmas in Benidorm where I found a great small chippy called Northern Sole in the Old Town which had only been open for a few months.  I knew I had found something unique here and I articulated my experience on TripAdvisor, where my comment on one of the dishes is in the highlights on their page to this day.

I have since given this business a mention on numerous occasions via Facebook and on both of my websites via blogs as a recommendation and a shining example of how a business can succeed against all odds by focusing on 3 fundamentals;

  • Treating their staff well
  • Delivering what the customers want
  • Providing exceptional customer service

They didn’t know who I was until afterwards when I elaborated and thanked them for a simple meal that I enjoyed from start to finish.  I returned on a couple of occasions and I couldn’t fault it.  That is high praise from me as I miss nothing.  I made a point of finding this business based on other recommendations and there is something to learn from there.

They didn’t know who I am but they treat all of their customers well and by doing so, they have received more than just a thank you from me.

Now there’s a lesson to be learnt from every business as bad experiences travel much faster than good experiences, and people have a platform to air them all nowadays (and do).

I cover various aspects and real-life scenarios involving the Consumer Rights Act 2015, Consumer Credit Act 1974, Misrepresentation Act 1967 and other legislation including the Road Traffic Act complete with templates based on real-life test cases that work in my book now on sale via Amazon as an e-book and paperback priced £2.99 / £7.99.

Buy it now as an e-book here or on paperback here

BBC Radio Scotland have read it and interviewed me as a consumer expert for a five-part consumer programme they have made.  I have been featured in the Daily Mail as a consumer champion which you can read here

Read a free sample via my website and let me know what you think?

DOWNLOAD to your Kindle or get the free Kindle app from Amazon and read the book on your IPad / tablet / smartphone / laptop.

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If you have enjoyed reading this, feel free to take a look at my other website http://www.awriterinedinburgh.com which showcases my writing and how you can work with me.

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