In a World with so Many Stimuli, How Can We Keep Our Customers Loyal?

We are entering a phase of absolute connectivity, 24/7. Consumers have growing attachment and uses for their phones or other devices, and it seems like a new app or feature comes out every day. Without mentioning the non-stop news cycle and our actual physical lives, it’s no wonder it’s becoming increasingly hard to not just catch but keep the attention of our customers for longer than a few seconds.

How do companies successfully get through the noise and ensure their customer remain so for years to come? There are a few different tactics that can be implemented to secure a long-term relationship with your customers solidly:

  1. Go back to basics – think about what drew your customers to you in the first place, and double-down on that. Make sure your product or service is still delivering competitive results and that your customer retention rates are stable. Every change you implement or new offering you develop needs to take place on a strong foundation, so start with your absolute basic needs, and then you can build upon that.
  2. Make people your first priority – as this Deloitte report of the MIT Management Review states, “employees want to work for digital leaders,” and most importantly “digital transformation isn’t really about technology.” Your customers need a good product/service and interface, your employees need the right tools to thrive, and your ecosystem needs to be strong because it takes a village to grow and succeed. Make sure you’re taking care of all of your interpersonal or inter-team relationships so that you can thrive at the highest level. If you’re strategizing with your team and customers first in mind, you’re doing it right.
  3. Invest in the right technology – there are so many options available for technological advances, but in order to perform at your best, you need to focus on the right fit and quality, not quantity or following flashy trends. Digital transformation is all the rage now, and it’s easy to get caught up in the excitement of new technology, but it’s all about balancing your wants with your needs, especially basing it on the first two points. For example:
    1. Do you have a very active customer service department with a high influx of calls? Are those calls mostly about standard needs or issues that can be automated and handled by a bot? Then investing in a chatbot with a strong artificial intelligence/machine learning component is a must. The ROI in this one will come in waves, first with customer satisfaction, and then with your employees feeling more valuable as they invest less time on daily complaints, and focus on making an impact instead
    2. Do you have a stronghold in your local market? Does it make sense for you to expand internationally? If your business is growing steadily domestically, you might not want to deal with international governance regulations that might come at a higher cost of performance. Gauge your situation with fellow industry leaders and make sure it’s the right step before investing in technology that might not be set up for multinational flexibility and could backfire.

If you have the right technology that fits in with your customers needs and demands, they won’t feel the need to bring their business elsewhere. Competition pops up daily, to the point where it’s almost overwhelming and most people don’t know whether to trust it and go into the unknown. Own your turf and make sure that you’re delivering the best you can offer so that everything else that comes along becomes white noise, and your customers feel secure in that what they have is the best option for them.

If you’re thinking about making changes in your approach to technology or digital transformation, we can help. At Lagash we specialize in building custom solutions with the tools you need to thrive and advance sustainably, and we have the industry backing and experience to help you decipher the road ahead. Contact us for an assessment, and don’t let the outside noise and distractions take hold of your strategy or your customers.