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Customer Satisfaction & Communication = Customer Retention & Loyalty

November 18th, 2009

We all know it is easier and cheaper to retain a customer than it is to acquire new ones. Customer loyalty is a direct result of your company’s customer service and overall marketing efforts.

The key to retention is “Customer Satisfaction”

satisfactionA dis-satisfied customer becomes a liability. Not only are they not going to purchase from you again, they may go out and say negative things about your company.

If you have a problem, deal with it right away. You will gain more respect from your customers than a company that is slow to react. Building a life-long customer increases the reputation of your company and attracts new customers through word-of-mouth.

 Remember, if you do not look after your customers someone else will.

Communication builds relationships and repeat business

communicationWith regular communications your customers will be informed and it allows you to build a bond and keep them coming back.

 There are many ways to communicate with your customers. Sending your marketing message via Email is one of the quickest ways and you can know instantly which customer read your message and when.  It is also far cheaper than printing and mailing.

Service reminders, promotions and discounts are not the only thing you have to communicate. You have a wealth of knowledge from the tire and automotive service industry that people need. Let them know why they should change their oil or rotate their tires. Good information is invaluable in building your relationship with your customer.

Now let your customer do the marketing

referralOnce you have built customer loyalty they will naturally tell others over time. This will happen faster if you offer a referral program.

 The best referral programs are simple and easy to use for your customers. It should be offered as a reward for your customer. It does not have to be expensive; you could simply offer a premium service at a regular price.

 Be sure to contact and reward your customer right away. This gives them immediate satisfaction and encourages them to refer your company again.

Posted in: Marketing, TCS News

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About TCS Technologies

TCS, an ARI company, develops and supports an innovative suite of point of sale and business management software, eCommerce websites, digital marketing services and data-as-a-service products designed exclusively for dealers, wholesalers, retreaders and manufacturers within the automotive repair, tire and wheel verticals. TCS is the industry's only complete technology provider, and our platform outperforms the competition through its seamless integration and superior functionality. For more than 20 years, we have provided our customers the best customer support in the industry, giving them the tools to build stronger, more loyal customers and ultimately a strong ROI. 

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