This post is not just another list of data and theoretical concepts about CRM and customer loyalty techniques that we are all fed up with, including me!
For me, building customer loyalty is about offering the customer the best product and service possible, this way, you will always be their first choice! Building customer loyalty is not just about selling, selling, selling.
So I'm going to tell you step by step and with real examples from my companies Bocetos and SumaCRM . You'll learn how I've managed to create loyal customers using a CRM.
11. How we eliminated the famous “shit fan”
I'm going to tell you about a real conversation in one of my companies, Bocetos.com, between a client, Javier (who is in charge of customer service) and myself, which unleashed the famous "shit fan" and which you have surely also experienced in one of your companies:
“Ringggg, ringgggg… hello, are you Javier?” – customer
“Well, he isn’t here right now, if you tell me what you want, I’ll leave it in a note” – Tomás
“Could you tell him to change the phone number he puts on my website customername.com ?” – customer
“Of course, I tell him and he changes it, no problem” – Tomás
When I hung up, I wrote an email with all the information austria telegram data sent it to Javier so he could do the task as soon as possible. But since Javier receives hundreds of orders every day… he forgot to see it, and it remained undone.
A few days later the phone rang again:
“Javier? Has something happened? I don’t see that the phone number I told you has changed.” – customer
“Oops, sorry! I missed Tomás’s email. I get hundreds every day, sorry, I’ll get it done right away” – Javier
“But that is not a justification, it is an excuse. Put me through to Tomás, I also want to talk to him to tell him how unhappy I am” – customer
And then the famous “shit fan” came on. You tell me, I answer you, we raise our voices, and that’s it.
customer loyalty
So we tried to find a solution as soon as possible, the first solution was an absolute failure: Excel.
excel-organization
What happened to us is that after a short time of using it, it became completely unmanageable. I don't know if it has happened to you too, but I assure you that as soon as you have a few pieces of data it is horrible.
The first thing I did was ask my friends what I could do to solve this problem, and they all agreed on the same solution: use a CRM.
So I tried all the ones on the market and none of them worked for me, so I created my own: SumaCRM
Check out Javier's reaction after only a few days of using it:
customer loyalty
As you can see, using a good CRM can be a great customer loyalty technique.
Here is a video example, explained by me, of how we ourselves ended the shitty fan using a CRM:
22. How we support over 900 people with just one person!
You've probably experienced a thousand times some of these situations where the answer takes many meetings and wasted time: Has anyone spoken to so-and-so? What did we have to do? Who was in charge of doing it? How far have we progressed with the task? When is the deadline? Are we still on schedule?
Manu, who is our customer service manager, solved it himself using a CRM.