It got me to thinking … we’re starting new relationships from scratch. Kind of like you do with customers every day.
So here are a few things that I’ve learned about loyalty from my dogs … and who knows loyalty better than a pooch?
Kindness
This one goes without saying – well, until now. But, like pups, customers respond to a kind voice and gentle demeanor.
Consistency
Dogs and customers both have a short memory. They are most likely to remember their very first and very last encounter with your institution. So you and your staff must be on stage and on-point with every single interaction. You can “say” you have great service, but it’s the consistent application of great service changes behavior and breeds loyalty.
Immediate response
Things don’t always go as planned. With our youngest puppy, I’m ready to hang a sign in the house that says, “XX Days Accident-Free.” For the record, this morning the sign dropped back down to 0.
When “accidents” happen, address them immediately. Errors are an opportunity for you to pro-actively address an issue and actually build a better relationship.
For more on this topic, click here for our blog “Turning Oops into Opportunity.”
Focus on the experience
Certainly my dogs are becoming loyal because we love them. But having fun certainly doesn’t hurt! Every day, we make a point of playing fetch and wrestling and letting them chase the kids (in a fun way). My shepherd and I are quickly becoming great trail-running partners.
I’m not expecting your customers to want to chase a Frisbee, but understanding what drives your customers – when they’re not in your branch – will help you to build a better relationship. How do you accomplish that? LISTEN. You need to talk to your customers about their lives, not just their banking.
Positive reinforcement
Whether you're teaching Fido to sit on command or training a customer to use their debit card more times per month, rewarding good behavior works. You don’t necessarily need a detailed rewards program – though there are many great ones out there. But a simple personal touch, like a hand written “thank you” note for every new account opened goes a long way.
By following these five, simple ideas, you can become the Dog Whisperer of your customer loyalty program.
