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For success in business, it is necessary for all business managements to ensure they embrace practices, which maximize customer retention. Primarily customer reliability and satisfaction are the main determinants of the number of customers a business will maintain. Due to continuous changes in market demands and technological innovations, paying attention to customer demands is an essential prerequisite for business success (Lawfer, 2004, pp.13-15). Organizations must take into consideration three primary customer attitudes in order to ensure customer satisfaction: customer inertial, loyalty characteristics, and emotional behavior (Desai, 2006, Para. 1-2).
Measures of Ensuring Customer Loyalty
Customers who are satisfied with services offered by their respective organizations give the organization a good rapport, hence to some level marketing the organization. To ensure customer loyalty organizations should offer products that meet customer standards that are, services with a firm assurance of satisfaction. On the other hand, an organization can ensure customer satisfaction through decreasing service charges and by adopting trade-ins of good value. Generally, mechanisms adopted to ensure customer satisfaction and loyalty can be a one-time initiative or continuous programs of customer enticement, hence the need to train representatives on correct customer relations (Holetzky, 2009, Para.1-2).
As Harmat (2009, Para. 1) argues, the majority of current call centers have advanced due to innovations in technology hence, needs operations of more than one individual (no personalization), hence it is necessary for all operators to ensure correct conversations and feedbacks. For this reason, therefore it is necessary to study customer characteristics in order to gauge the kind of feedback that achieves maximum customer satisfaction. All customers should be encouraged to contact the customer service department for clarifications on problems they are facing.
Recognition of billing errors is another important aspect that will ensure customer loyalty. Organizations should formulate correct strategies for writing phone bills, which customers can easily understand. On the other hand, organizations should ensure termination fees are minimal, whenever customers fail to pay their bills. This strategy helps to ensure all subscribers treat all customers fairly; hence, customers will always be motivated to buy from such an organization (Brendler, 2009, p.1).
To ensure all customer organizations meet all customer needs complaints from all customers should be well documented and responses should be spontaneous to counter the demand rate. Customer feedback data helps businesses to discover major problem areas customers faced by customers. In addition, critical analysis of complaints will help an organization discover customer’s tastes and preferences for adjustments in service delivery.
Meeting customer needs goes hand in hand with customer motivation. To ensure customer motivation an organization should adopt motive systems, which will make customers always want an organization’s credit phone services. Adopted systems should ensure reliability and dependability in service delivery. Examples of motive systems, which organizations can adopt, are avoidance, attachment, achievement, and authority. This will ensure consideration of all user’s critical opportunities, hence, ensure service delivery measures adopted by organizations are customized (Jay, 1999, Para. 7).
In addition to motivation, services offered by credit phone organizations should have some level of predictability. Although the majority of markets forces are unpredictable, organizations should give customers predictable outcomes on services sought.
In conclusion, organizations cannot compare customer satisfaction with the number of sales made. The main business focus should be on customer retention and continuous buying by customers, hence in the end organizations will ensure customer satisfaction. In addition, organizations should make innovations in terms of service delivery which may include convenience in credit checking, registry of complaints, and speeding response services.
Brendler, W. (2009). Is customer loyalty dead? Raise your hand if you cell Phone Company has you steaming. Customer think. Web.
Desai, K. (2006). Customer Churn. Social science research network. Web.
Harmat, R. (2009). Does your call centre ensure customer loyalty? Articlebase. Web.
Holetzky, S. (2009). What is customer loyalty? Web.
Jay, M. R. the top ten things that create customer loyalty. 2009. Web.
Lawfer, M. (2004). Why customers come back: how to create lasting customer loyalty. New Jersey: Career Press.