The more effort you put into delighting your most important customers, the more successful you’ll be. This is as true for online businesses as it is for the retail shop down the street. As our world goes digital, the digital customer experience is increasingly important — both for the happiness of your VIPs and the longevity of your business. Fortunately, there are plenty of tools available to you to deliver the kind of service they expect.
As you identify and reward your most profitable and strategic customers, you will increase retention, grow your revenue, and build loyalty. The key to getting started is simple: establish a crystal-clear definition of who your VIPs are. After that, automate how you identify them regardless of which channel they’re on, and rigorously train your customer service team on what do to and when.
And remember: Excellent customer care isn’t just a standard for your VIPs. By focusing on strengthening your infrastructure and processes for supporting your VIPs, you will increase customer retention through deeper relationships and personalized care across the board. Not only will you never miss a VIP, but you will keep your other customers delighted too.