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Customer Loyalty, The Ultimate Road To Profit

Apr 7, 2008
When we think of the term Customer Loyalty, it is usually describing the behavior of repeat customers, who offer good ratings, reviews, or testimonials about your business. In a marketplace such as automotive new car sales, it is critical to build strong customer loyalty. A one size fits all approach to selling and retaining customers does little to fend off competitors and create loyalty. When customers come in to buy a new car today, most auto dealers will try to up sell by offering an extended warranty or rust proofing or possibly theft protection. However, many sales staffs forget about what more they can offer and focus purely on making the single sale. They forget to ask themselves if there are any additional products or services that could be offered that could mean the difference in getting the one time sale and bringing the customer back again and again because the dealer was so helpful and offered something that another dealer may not have.

As we can all attest to, when customers aren't happy with your business they won't hesitate to let you know and many of their friends and family as well which results in lost business to your competition. That's why Stratham Audi and North Shore Porsche with new strategies towards selling to the customer, dealers are doing simple things such as making follow-up calls or mailing a customer satisfaction questionnaire immediately after the sale has been made. The results in many cases are that the customer might be more likely to do business with them again in the future and refer the dealer to others.

Staying in contact with your customers is one of the best ways to build customer loyalty and a relationship with that dealer. As an example, once the sale has been made, Jake Sweeney Mazda interacts with the customer in areas such as service and customer support. A good sales person will keep in contact with a customer to make sure that even in a service situation things are resolved to their satisfaction and assist in any way they can to make them happy after the fact. The more a customer sees you the more likely they are to remember your name when it comes time to buy again.

For dealers today, building customer loyalty would be a much easier if they had a workforce that had the best interest of the dealer in mind. But in a world where it is all about "ME", that can be hard to come by. In the long run, Los Angeles Honda Dealers know it is important to retain the employees who interact with customers such as sales people, service personnel, and customer-service staff. But loyalty should work from the top down. If the owner of a dealership is loyal to his or her employees, that loyalty will usually filter down and then get passed on to customers. A lot of associations today such as Used Cars Boston Dealers are instituting programs to train their employees of the art of dealing with customers and how to satisfy their needs. By teaching how to interact more effectively with customers, they give the customer a reason to want to come back. Employees should look for ways to get to know their customers and their needs and try to anticipate what they want in order to provide the highest level of service possible in every area of sales and service.

Providing good customer service is the lifeblood of any company who wants to remain in business. You can bring in as many new customers as you want, but unless you can get some of those customers to come back, your company won't be in business for long. Creating and nurturing customer loyalty should be a top priority for every company.
About the Author
Elite Search Engine Marketing is a search engine optimization company specializing in SEO. We can administer a quality search engine marketing campaign for you as we have for Stratham Audi and Porsche North Shore.
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