How does customer satisfaction help you generate brand ambassadors? – Inbound 19

Bear in mind that customer loyalty is important for every type of business. In an educational communication strategy, loyalty-building is the final stage and it is paramount. Not only does it give you a solid base of clients, but it also enables you to turn them into brand ambassadors who bring you new visitors (who will in turn become clients as the process continues).

There are 2 important factors to take into account if you want to build customer loyalty.

Building a relationship of trust

Nurture a relationship of trust with your clients and

you can be sure that they will remain loyal and speak well of you to those around them. This relationship can be established at any stage of the inbound marketing process. Most companies spend the majority of their time and money acquiring new clients rather than retaining those they already have. But that is not the most effective approach, for 3 reasons:

1. It is far more expensive to attract new clients than to retain those you already have.
2. Retaining clients brings in new ones through ambassadors and word of mouth.
3. You must never neglect an existing client: they could stop working with you and give a poor impression of your services to those around them.

As the saying goes, the customer is king. For them to feel valued, you need to be attentive: nurture your relationship, always stay in touch, ask questions, take an interest in their projects, continue to help them. Bear in mind that a client is never fully yours for good — it is a long-term effort that never ends. Trust must be worked at.

The customer experience, a driver of loyalty

The customer experience is paramount for building loyalty. Whatever your business, you should always keep 3 pillars of satisfaction in mind:

• Achieving your client's goal
• Solving their problems
• Exceeding their expectations by providing recommendations and educating them.

Know that only 8% of companies provide a genuine customer experience.

Customer service must be a priority. The aim is to always keep in mind that you must always satisfy your interlocutor — even if they are not yet your client. The image you project must be impeccable, and customer satisfaction must be a core element of your company culture.

65% of clients prefer to cut ties with a brand rather than endure a poor service experience.

And if the experience was a pleasure, the client will not forget it and will share it with those around them — which can only benefit you. Working on customer service is unavoidable; you must be aware of the importance of your client's satisfaction throughout their experience and make it a priority.

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Building a relationship of trust and offering good customer service must not be neglected — these are your greatest assets. They will allow you to build loyalty and gain ambassadors who will subsequently bring you new clients.

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