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What drives customer loyalty?

The digital wave has tremendously affected how people interact with each other. With the use of social media and other online platforms, businesses are able to acquire client information and ultimately improve their customer retention.

This advancement in the customer journey was further discussed in the recent IPC discover digital event, held last August 3rd, 2017 in Dusit Thani, Makati City. Along with other business representatives from the Philippines, Anderson Group BPO Inc. (AGBI) learned more about the key topics that all businesses face when it comes to transforming their operations in keeping up with the digital world.

What happened?

The event started off with a fun game of Kahoot!, with over 20 guests participating in the interactive online quiz. As everyone enjoyed themselves, the attendees also learned more about the importance of Customer Relationship Management (CRM) software and why it’s necessary for any business.

Owning the keynote speaker role for the afternoon was Puneet Sharma, Salesforce’s Business Manager. During his talk, Sharma shared valuable insights with the audience on how to conquer the battleground for Customer Loyalty. Here are the key takeaways:

Most customers don’t want to be “wowed”; they just want an effortless experience.

A customer who wants a single answer to a question does not want to spend minutes answering a series of questions for verification. What he wants is to have an effortless experience where he can immediately get what he is looking for. In fact, the Harvard Business Review’s data shows that 81% of customers would rather solve the problems themselves first before dealing with a service agent.

A personalized service can be a competitive advantage and encourages customer loyalty

During his talk, Sharma shared a research conducted by Salesforce about customer experience which shows that 69% of consumers would rather stay when the service and interaction are personalized.

Taking your customers’ online and offline activities into account and incorporating gathered information delivers a customized service. Knowing your customers is the key to creating a better customer experience.

The top business strategy for businesses is technological innovation

Technological advancements had made information gathering a whole lot easier for businesses. Adapting to cloud technology gives you access to your target market’s behaviour, making it possible for your business to be where your niche market needs you to be!

You would not want your business to be left out of the digital market. It is simply not possible to succeed in business without making changes in the way your business operates. Taking advantage of the technological innovation can help you know your customers better. As a result, this would help you create better experiences for them, making them loyal to your brand.

Great experiences create loyal customers

When you align your business sales with your service, you don’t only gain revenue but you create customer retention as well. Here’s why:

  • According to CMO, your existing customers spend 33% more than your new customers.
  • A Gartner survey shows that 80% of sales come from 20% of existing customers.
  • And lastly, companies who invest in creating personalized experience see a 45% increase in customer retention according to Avanade’s research.

The conference was not all work and no play. Along with the online game Kahoot!, there was also a social media contest for all the participants. Lucky winners won a Bluetooth speaker and a coffee press. We are definitely not going to miss the next conference from IPC!

If you want to know how to create a better experience for your customers, get in touch with us today. Email us at or contact us through +44 (0)333-311-0547 or +63 917-869-8070 and put your customers at the center of your business. Experience improved customer retention with effortless customer experience.