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Want Loyal Clients? It Starts in the Buying Process

Client loyalty is tough to earn.

Fred Reichheld, author of The Loyalty Effect and creator of the Net Promoter System, found that most corporations lose 50% of their customers every 5 years, 50% of employees in 4 years, and 50% of investors in less than one year.

It's not surprising. It isn't easy to achieve the highest levels of satisfaction and relationship strength needed to keep clients loyal at a higher clip than average.

There's a lot of research out there supporting the link between overall client satisfaction after they buy and their loyalty.

It's not, however, just about what happens after the buyer buys. The RAIN Group Center for Sales Research has found a link between loyalty and satisfaction with the buying process itself.

Loyalty doesn't only come from the buyer's satisfaction with your product or service. Satisfaction before they buy is just as important.

"Loyals" are buyers who definitely or probably will not switch providers in the future. "Switchers" might, definitely, or probably will switch.

Satisfaction with the Buying Process Impacts Loyalty

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As you can see, the buyer's experience in the buying process is just as predictive of ongoing loyalty as product or service satisfaction.

So how do you ensure that clients are content with both the buying process and the end result?

You add value. And that is what insight selling is all about. 

Additional Reading
On-Demand Webinar: 5 Keys to Top Sales Performance

Buying in the last few years has changed more than ever. Buyers are more educated, they're distracted and short on time, and options are endless.

Sellers and sales organizations are struggling to keep up.

There are specific actions that Top Performers and Top-Performing Sales Organizations take that allow them to achieve superior results.

Infographic: 9 Ways to Crush Your Sales Goals in 2018

Most sales are won and lost based on one key factor: You.

You hold the keys to your sales success. Competitors don’t win because their offerings are more impressive. They win because they deliver a superior sales experience. 

You can too.

[Take the Survey] New Research: What’s Working in Sales Prospecting, What’s Not?

By: Mary Flaherty and Mike Schultz

If there's a black box in the world of sales, it's prospecting. What to do, how to do it, and what it means to be good at it. And with all the conflicting advice out there, it's especially difficult to figure out where to start and how to get better.

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