Customer loyalty is important to all companies. With the competition found in the hosting industry, you better have ways to build loyalty in place. If you don’t, you could be marketing to replace customers leaving instead of adding to your customer base.
Loyalty will lead to repeat business, upgrades and so much more. In addition, good customers, happy with your services, will give you all types of word of mouth advertising. They may post on social media or tell friends in other ways.
Encouraging customers to become loyal doesn’t have to be difficult. It’s all about relationships and going above and beyond. If you want your customers to remain loyal, you have to meet their expectations. A study done by CEB showed that out of 97,000 customer interviews, there want’s much difference between meeting and exceeding expectations when it came to loyalty.
The study also showed that only 16% had been delighted as a customer and it takes about 10 to 20% in addition operating cost to delight customers. You don’t necessarily have to exceed expectations to create loyalty. However, there are ways to you can create more loyal customers for your hosting business.
Make the Customer Experience Easy
Making it easier for customers to complete whatever they need to do will create loyalty. The CEB study showed that loyalty comes from reducing the customer effort with tasks they need to complete. When you make it easier on the customer, they become happier, which leads to loyalty.
As a hosting company, choosing the best backend with user-friendly features is a great way to start. In addition, you can integrate the right tools to make life easier on your customers.
Make the Customer Experience Include Support
Embedding support into the customer experience is another way to make your hosting company create more loyal customers. Support is vital and should be an easy thing for customer to find and get when they need it. On-demand hosting support is the only way to go when it comes to getting the most out of creating customer loyalty.
Finding a way to contact your support should be very simple. If you do this right, you won’t have to worry as customers will get what they need, when they need it.
Offer More than Just a Package
Too many hosting companies just want customers to buy a package and move on. They don’t do a good job of providing much after the fact. However, you can market some of your upgrades to customers, especially if they will help or make something easier for them. This is a part of going above and beyond, but also making more money from each customer.
In addition, make sure you’re offering plenty of service after the package has been purchased. Remember, if you don’t offer service, they will find a hosting company that will. Hosting is a very competitive arena and you need the best support and service if you want to create excellent customer loyalty.
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