Customer Loyalty – How We Keep Clients Coming Back for More

Professionals have all worked with companies they swore they’d never work with again. While unfortunate, it’s true. Whether it’s a bad customer service experience, deliverables that were poor quality, or false timeline expectations, the result is always disappointment or frustration. No one wants that! On the other side of this, there is nothing more rewarding than having repeat clients time and time again. Here at SnapShot, almost 80% of our business is repeat business, and there are a few reasons why that is.

People want to work with people, they enjoy, right? We strongly believe this to be true, as the relationship is the fundamental building block to every good business relationship. Our team goes into every opportunity with the mindset of establishing a long-term partnership. It means much more to us to have a long-term relationship with a client rather than to spend a few months working together on a project, then moving on. One of our main priorities is to have 360-degree clients, which entails clients using us for all of our six services vs one.

For us, the experience you get is equally important as the outcome. While the outcome is extremely important, we always strive to create unexpected experiences for everyone that walks through our doors. We do know that there are always going to be challenges as no one is perfect, but in the end, what really matters is how those challenges are communicated and handled. It’s important for us to be transparent and honest in everything we do. If a client is anything but happy at any point in the process, we own up to it and work even harder to deliver an amazing experience.

Our team truly cares about our clients and their success. We love to learn about our clients’ businesses and to get to know them on a personal and professional level. Their goals are our goals, and we believe that each client we work with will tell you that. Our team also likes to think long-term rather than short-term, so if a client came to us with one need, we like to encourage them to look into the future and help them determine how that one need could be a key part of a larger overarching plan.

By 2020, the customer experience will overtake product and price as the key brand differentiator (SuperOffice). Are you surprised? We aren’t.