In this day and age of commodity pricing and reverse auctions, it is a wonder we have an opportunity to keep a customer from one sales to another. The thought of developing customer loyalty just feels like a pipe dream for most b2b sales people.
And, I will say if you are making price the only differentiator available to your customers – then loyalty is a pipe dream.
You gain Customer Loyalty due to a focused effort by you to create positive experiences for your customer. Believe me when I say it is hard work. Some recent research shows it takes a minimum of ten positive events to offset one negative event a customer receives while doing business with you and your company. Sounds like another reason for sound team selling.
Okay, so are you curious as to how you can develop customer loyalty with your customers? Here are the five major steps to gaining customer loyalty…