Treat customers fairly

 Treating our customers how we would expect to be treated ourselves

 Being clear and transparent in respect of all products and in all
communications with our customers
 Dealing with our customers personally, promptly and in a consistent even
handed manner

Cultivate RELN WITH CUATOMERS

 Behaving in a way that encourages our customers to want a long term

relationship with us
 Create a Digital Loyalty Program
 Choosing to create a digital loyalty program is a phenomenal way to help
attract new customers to your coffee shop. And, by opting to create a
completely digital one with Loopy Loyalty you’re foregoing physical production
costs and reduce waste, which is a saving that goes right into your coffee
shop’s revenue. It’s a win-win situation, really.

Track complaints

 Obtaining feedback from our customers on the service we provide and areas
where we could improve

 Learning What Your Customers Really Want and don’t

want


. Continuously Learn About Your Customers. This is the first principle of managing
customer relationships because it is the most fundamental. From this everything else
follows. When you know your customers, you can make sound business decisions about
how to develop your relationships with them. Maintain your knowledge in customer
profiles that are available to all who need them.

2. Anticipate Customer Needs. Knowledge of your customers presents new

opportunities for making the right offer or delivering the right service to the right person
at the right time. Analysis of customer profiles, especially using today’s analytics tools,
can provide powerful insight about needs and how to best serve them.

3. Handle Different Customers Differently. The power of this principle lies in the
potential for optimizing the value of each customer relationship through differential
treatment. Based on customer segmentation, contact centers can provide user-
appropriate Web and IVR interfaces, routing routines, the best-suited agents, and
appropriate content.

4. Interact With Customers. No matter how sophisticated the technology that

organizations and customers use to communicate, your customers are human, and
people appreciate being recognized, listened to and understood. Relationships tend to
develop when you interact.

5. Focus on revenue and retention more than on reducing costs. Yes, a renewed

focus on building relationships can require so many organizationwide process changes
that operational cost savings may well be realized. But keep your eyes on value, overall
revenue and retention first.

6. Increase value for your customers and of your customers. It is precisely because
building customer relationships increases value both for customers and the organization
that it is such a compelling strategy. When executed properly, the focus on building
relationships and brand loyalty is a win-win for customers and the organization alike.

7. Present a single face to your customers to make their experiences with your
organization seamless. Seek to simplify the experience for your customers. Take a
holistic view of your customers and consolidate information from across the organization,
regardless of geography, department, function, contact channel, social community, or
product line.

8. Enable information sharing and interaction across the organization. It is both a

requirement and a benefit of customer relationship management that organizations
improve their internal communication processes. The only way to develop a
comprehensive view of each customer’s relationship with the organization is with the full
participation of every functional part of the company.
 
9. Create business rules to drive all customer relationship management decisions
and automation. Business rules codify and automate processes, specifying what should
happen in specific situations, thus enabling both differentiated customer treatment and
automation.

10. Empower agents with information and training. Just as the cockpit of an airplane
displays all the information a pilot needs to fly in any conditions, the contact
management screen should pull together cleanly and clearly all that the organization
knows about its relationship with that customer. Empowerment is a complementary
principle because no set of business rules can or should fully anticipate every
conceivable situation.

11. Retain the right customers. Customer knowledge and the capability for
differentiated customer treatment significantly improve many organizations’ capabilities
to retain customers.

12. Remember that the effective management of customer relationships is a way

of doing business. Technology is an important enabler, but as these 12 key principles
demonstrate, cultivating customer relationships requires much more. Customer strategy
must be a way of doing business.