Build employee loyalty or build customer loyalty?

The business world there is always a lot of talk about the importance of customer loyalty. But employee loyalty is every bit as important. Many people overlook the importance of employee, but to do so can be detrimental to your business. If you have not considered the issue before, there is no better time than now.

There are many reasons why having loyal employees is a must in your business. They are the backbone of the company, and the ones that will ultimately make or break your product or service. They represent your company and will either put your business goals into action or snuff them out before you can even figure out the root of the problem.
Employee loyalty should be at the top of every entrepreneur's list, and it should be integrated into your business strategy. It’s that important!
Here are a few secrets that I have learned about gaining employee loyalty:

Putting it into action
To put this in action, take some time to focus on your employee loyalty. Work at building a loyal team and doing what it takes to make that happen. It may take you coming to terms with the fact that you need to replace a few people, or that you need to work on your own actions toward your employees. When you evaluate what needs to be done and get it done, everything else will fall into place.

Lines of communication
Often times, as business leaders, we tend to focus all of our attention on the consumers and our bottom line. But what we must realize is that when we turn some of that attention and focus to our employee loyalty, it will automatically help us reach those other goals. Employees who are loyal will provide better customer service and will be more apt to helping your business grow.
Another important issue when it comes to having loyal employees is keeping communication flowing. The businesses that focus on keeping their employees informed and in the know help to make them feel more a part of a team. When you take the time to clearly communicate with your employees, letting them know your expectations, their job duties, and provide feedback, they will be more loyal.

Evaluate
The first thing you need to do is recognize that some people are naturally loyal, while others are not. So, fire those people who are not loyal. Replace them with people who have a history of being loyal in their prior positions. If they were loyal in the past, they will most likely be loyal in the future. Being loyal is a work ethic that people either have or they don’t, so it’s not really something you can teach or train them.

Simplify
Those leaders who gain loyalty do it by removing barriers for everyone else. Their primary job is to continuously make everyone else’s job easier. If your employees see you trying to help make their job easier, they will be much more loyal.

Reciprocate
The biggest secret is to give loyalty first. If you want employees to go above and beyond for you, you must go above and beyond for them. The best leaders get this. They fight for the team, and in return, the team fights for them. This doesn’t mean that you have to give them more financially. There are many non-financial rewards you can give that will help build loyalty, such as giving respect and praise, having an employee of the month, being flexible when they need time off, and listening to their suggestions and feedback.
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How to provide customer services outshines competiors

Some days ago, we talked about how to build customer loyalty. In the last step, we all understand how importance customer services is.

• See more How to build employee loyalty

Excellent customer service that makes your customer feel special, Service that makes him or her want to come back and do more business with your company and recommend your business to his or her friends.

So how can you provide an excellent customer service that will dazzle customers and competitors alike?
Let’s see some suggestions below:

1. Determine what makes what you offer special.
Study the competition.
Think about your competitors' customer service and the customer service you provide. What can you offer your customers that is "better" than the competition? There are sure to be aspects of your customer service that you can promote as special or unique.

2. Study the customer service ideas on your list and examine their feasibility.
Excellent customer service carries that same kind of guarantee; it's not a "sometimes" proposition. So only choose what you can definitely do one hundred percent of the time.

3. Practice customer services ideas.
Put customer services on your business cards and in your email signature.
Make it part of your greeting spiel when you answer the phone.
You need to make your customer service a prominent feature of every ad too, so people automatically associate it with your business. Remember when you're redesigning or creating ads never to describe your customer service as "new and improved"; this implies there was something wrong with your previous customer service.

While one of the big payoffs of your excellent customer service will be the great word-of-mouth advertising it generates, this takes time, and you need to help it along by getting the word out. Don't be shy! Solicit customer service testimonials from satisfied customers, that you can use in print ads, such as in newspapers, ezines, and on your website, if you have one, or can at least use as references for new potential customers.

4. Stay proactive and listen to your customers.
Listen to your customers and find out what kind of special customer service they want. You can do this formally, by creating a customer service feedback form, such as this Customer Service Survey, that you enclose with every promotion or post on your website, or informally, by asking them for their customer service ideas when they're in your company.
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How to increase hotel brand trust?

How do you inspire travelers to think about you before they travel?
Below I want to show you some tips to get more attention of travelers and try to build customer loyalty.

• See more: Customer Satisfaction vs Customer Loyalty - What's the difference?

No1. Display reviews
Display reviews on your site. Reading reviews is now part of the booking process, so having reviews on your site enables travelers to make purchase decisions.

No2. Social Media. 
Engaging on social media is more critical for hotels now than ever before. It’s where you can identify and engage with your brand advocates (your best customers), and leverage user generated content to build a relationship with their social networks.

No3. TripAdvisor
Update your TripAdvisor and Social Media pages frequently with fresh images. TripAdvisor recently released a study that links photos to increased direct bookings.

No4. Pinterest
Try Pinterest! If you have the resources, Pinterest is a great place to find highly engaged customers who are very likely to be inspired.

No5. Collect data
Once you have your guest’s email, the possibilities for inspirational messaging open up quite a bit. If you’re able to learn more about your guests, like their job titles, interests, marital statuses, and more, you can deliver much more targeted marketing messaging, which has shown to be much more effective than traditional marketing. If you can develop a relationship with these customers, they may become repeat customers and brand advocates.

The trouble is, collecting your guests’ personal information is a tricky thing. 65% of US consumers worry about how marketers use their personal data, according to  SDL’s Data and Privacy Study. But, the same study also found that 80% of US respondents are more likely to provide personal information to a trusted brand.

As hotel marketers, you understand the importance of using guest insights to offer more targeted promotions and discounts to your guests. But guests also want to protect their data. Here are some things to consider when collecting guest data:

Communicate clearly to your guests what they will receive in exchange for their data.
Deliver the right offers and discounts for your audience, based on that data. If it doesn’t seem relevant, it won’t fly with your guests.
Offer a compelling reason for guests to share data. Perhaps they’ll get a coupon for the restaurant for sharing their email addresses or connecting on Facebook.
Reassure your guests that you won’t ever share or sell their information.
By using customer data judiciously and protecting the privacy of your guests, your brand will create loyalty.

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How to Build Customer Loyalty

Are you committee do building customer loyalty? You should be. Most companies can increase revenues 50% by increasing customer loyalty by only 5%
That’s great, but how do I do it?
Here are 4 Steps to build customer loyalty:

Step 1: Build Employee Loyalty
It's easy to understand that if you don't take care of your employees, they won’t take care of your customers. To develop your brand, the first is developing your staffs loyalty.

Step 2: Screw Up
Not on purpose mind you, but it’s going to happen 17. You’re not Superman
This is a great opportunity to Make things rights, Earn Trust, Build Loyalty But think beyond money.
Discounts are fine, but a thoughtful gift separates you from everyone else.


Step 3: Build a Tribe
What people really want is the ability to connect to each other, not to companies.
How can you build a tribe
Do you have an app yet? You Should.
Having a smartphone is a status symbol. It’s a great place to build your tribe.
Nearly 70% of app users view brands with apps more favorably

Step 4: Provide excellent customer services
In the end of process, you have to provide an excellent customer services.
It's easy to seen that staffs loyalty is not enough to bring your customers back because they aren't allowed to decide any policy for clients, they just help the manager to bring company's value to the customers in a smooth ways.

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Customer Satisfaction vs Customer Loyalty - What's the difference?

In customer services, you’ll likely hear people talk about “customer satisfaction”, and sometimes you’ll hear about “customer loyalty”. It’s important to recognize that they are two sides of the same coin.

To be clear that:
“Satisfaction” is an attitude — it’s how I feel, and as such it’s distinctly subjective. I have an attitude that I’m satisfied, or I have a perception of myself as being satisfied.

In contrast, “loyalty” describes behavior. I may behave in loyal ways. When I become a regular, repeat customer and I recommend your product to my friends or family members, I’m behaving in a loyal way. If I’m really loyal, I’ll willingly pay a premium in order to purchase a product with your brand on it. That, again, is a loyalty behavior. It’s objective.

Satisfaction without Loyalty

Sometimes you can be really satisfied with something, yet fail to behave in a loyal way.
Take my local bookstore. I love my local bookstore. It’s a smaller, regional chain with a lovely environment and a nice selection, and I like their staff picks for recommended reading.
There are many attributes of the local bookstore that I find to be quite satisfying — but am I loyal?
Not entirely. I also buy a lot of books on Amazon. For me, Amazon is convenient; I like the quick searching, and I enjoy reading the reviews. Too, Amazon offers a lot of one stop shopping options. I’m not that fond of going into stores generally, so I appreciate being able to order some books, some clothes and some games for the kids all in ten minutes.
So in this case, I’m quite satisfied with my local bookstore, but I’m not behaving in a very loyal way.

• See more: How to build customer loyalty 

Loyalty without Satisfaction

Let’s take a real-world example. I happen to like coffee, and I buy a lot of coffee at Starbucks. Therefore, I’m loyal to Starbucks.
However, if Starbucks were to send me a satisfaction survey, focusing on my attitudes, they’d find that I’m not particularly satisfied in two specific areas.
There are two problems here:
The first, I think the price of their iced coffee is entirely too high.
The second, I think the naming of their cup sizes is pretentious and, in fact, I refuse to use it. When I’m at Starbucks, I order a medium.
Clearly, then, when it comes to Starbucks, there’s a difference between my behavior and my attitude.

"Customer Satisfaction" and "Customer Loyalty" are two difference definitions, but always remember that Customer Loyalty going beyond Satisfaction.
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