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What might we learn about customer loyalty from Apple, Intel, and Alphabet (Google)?
A recent study by DesignRush ranks these tech giants at the top for customer loyalty among Fortune 100 companies. So, let’s explore five customer engagement lessons from this group:
- Leverage Social Media Effectively and Build a Tribe: Apple’s social media engagement success is a byproduct of connecting with customers where customers spend their time.
- Prioritize Exceptional Customer Service and Emphasize Quick Problem Resolution: Apple’s loyalty ranking trailed Google and Intel because Apple had more customer support and complaint-related searches. The lesson – streamline support channels, make information easily accessible, and implement efficient protocols to address and solve issues swiftly.
- Focus on Financial Stability and Innovation: Apple’s top financial score highlights how customers engage with companies that they know will be around to serve them in the future.
- Utilize Reviews and Net Promoter Scores (NPS) Wisely: High review volumes and a favorable NPS can significantly shape customer perceptions. Encourage happy customers to share their positive experiences online. Actively manage your online reputation by responding to and resolving negative reviews – showing your commitment to customer delight.
- Optimize Your Online Presence: Like Google, Intel, and Apple, optimize to ensure both new and returning customers can easily find your business. Make sure your website provides easy access to product information, support resources, and contact options to improve the customer experience.
Since most of us aren’t running enterprise businesses like Apple, Intel, and Google, our customer experience advantage should be our nimbleness – especially if we (in the words of Masayoshi Son)
“Think big; think disruptive. Execute with full passion.”
Related: Turning Service Breakdowns into Breakthrough Moments