How to Create Brand Loyalty with Customer Service

Feb 11 2019 | PayPal editorial staff

Size does matter, but bigger doesn’t always mean better. What’s great about being a small business owner is that you can offer your customers something that your competitors cannot — a one-of-a-kind, personalized customer service experience.
 
Excellent customer service creates brand loyalty and repeat customers. Repeat customers spend more than new customers. Plus, it’s almost ten times more expensive to try to attract new customers than it is to keep the ones who already doing business with you. Use these 7 tips to help you create brand loyalty with customer service.
 
1. Share your values
 
Consumers want to support a company with good values. To build a strong relationship with your customers, the brand values of your business has to align with their personal values. If you want loyal customers, you need to tell them what your brand stands for and what your intentions are. Share your brand values on your website, through blog posts, videos and in your social media messages.
 
2. Be transparent
 
You don’t have to as far as posting monthly income statements, however showing clients or customers how you do business creates a sense of transparency and trust. Post behind-the-scenes photos of your business and the people you work with, blog about a business failure that you overcame, share the cost of materials or where the money goes when a product is purchased. Of course, don’t share all your business, but when you’re transparent as much as you can be, your customers are more likely to trust you and do business with you.
 
3. Keep your team updated
 
Assign a member of your team to your most profitable customers. If you have frontline staff, make sure they have all the resources they need to serve customers and are well-informed about the status of backorders, shipping, delivery, refunds, etc. Your team is an extension of you and your small business, so keeping them updated will go a long way in creating brand loyalty with customer service.
 
4. Implement a loyalty program
 
My coffee tastes that much sweeter when it’s “paid for” with points. And I actually look forward to grocery shopping when I know my loyalty card is footing the bill. A loyalty program is an investment for your small business but it doesn't have to break the bank and would be a great way to create brand loyalty with customer service. Even the smallest token shows the type of appreciation customers are seeking from you.
 
5. Own your mistakes
 
When your customers love you and they write in to tell you, it’s the greatest feeling in the world! All of your hard work feels worthwhile. You’ll probably be quick as a whip in responding, too. But when a negative comment comes in (and they surely will), don’t make the ugly mistake of ignoring it. Own your mistakes. Respond to all customer comments and hold yourself accountable by instituting a response-time agreement (such as 24 hours). Find solutions to problems, ensure timely resolutions and apologize for inconveniences. By owning your mistakes, quickly responding to your customers and resolving complaints, you can lessen the sting of a bad situation and delight them during a good situation.
 
6. Ask for feedback
 
The best way to know what your customers are thinking is to just ask them. Start conversations with your customers by asking for their feedback. Give them an opportunity to share their thoughts on what you’re delivering and listen to how they’re responding. Asking for feedback is also a great way to do market research or to test an idea before you put in a lot of hard work into making it. Opening up a two-way dialogue gives you the chance to hear directly from your customers and creates a real sense of community.
 
7. Cut back on too much technology
 
It’s easy to get caught up with emails, text messages, direct messages, and social media captions. But to create brand loyalty with customer service, you’ll still want to provide that human connection with your customers and offer opportunities to meet face-to-face. Invite them to a customer appreciation event, have a lunch-and-learn session or video conference your next meeting. Having more face time with your customers will go a long way in creating brand loyalty.
 
These tips will help you create loyal customers who will be happy to frequent your business for many years to come. How will you create brand loyalty with customer service?
 
The contents of this PayPal site are provided for informational purposes only. You should always obtain independent, professional accounting, financial, and legal advice before making any business decision.
 

Frequently asked questions.

Item Not Received chargeback

Physical Item
When responding to an Item Not Received claim you can provide a tracking number as evidence that the customer received their item.
  • Be sure it can be verified online and shows delivery to the address the customer provided in the transaction details.
  • If the transaction is over $750 USD (or currency equivalent), signature confirmation must be included.
  • If the online tracking doesn't show delivery, you’ll need to upload a document from the postal company confirming delivery.
Service/Virtual Item
If the buyer says they didn’t receive the service or virtual item, you’ll need to provide evidence that it was delivered, used, provided, or the service was completed.
  • The evidence must be linked to the buyer (i.e. name, address, email address, PayPal transaction ID, or some other identifier that we can find in our transaction details - such as an invoice ID).
  • The evidence must clearly show the fulfilment of the transaction and that the customer either benefitted from the transaction or had the opportunity to do so in accordance with the terms and conditions of the service.
  • The evidence provided must come from sources or procedures already in place and must not be created ad hoc in response to the claim.
  • Provide any evidence or other relevant information that verifies the receipt of the item or completion of the service.

Unauthorised Chargeback

Physical Item
When responding to an unauthorised chargeback, provide a tracking number:
  • Be sure it can be verified online and shows delivery to the address the customer provided in the transaction details.
  • If the online tracking doesn't show delivery, you’ll need to upload a document from the postal company confirming delivery.
Service/Virtual Item
When responding to your chargeback, provide evidence that the virtual item was delivered, used, provided, or the service was completed.
  • The evidence must be linked to the buyer (i.e. name, address, email address, PayPal transaction ID, or some other identifier that we can find in our transaction details - such as an invoice ID).
  • The evidence must clearly show the fulfilment of the transaction and that the customer either benefitted from the transaction or had the opportunity to do so in accordance with the terms and conditions of the service.
  • The evidence provided must come from sources or procedures already in place and must not be created ad hoc in response to the claim.
  • Provide any evidence or other relevant information that verifies the receipt of the item or completion of the service.

Merchandise Chargeback

When responding to a merchandise chargeback provide the following information:
  • A short (one or two sentences) overview of your business model and process.  
  • A response based on the chargeback reason, describing why the chargeback is unwarranted and a refund isn't due. Provide details of the terms and conditions the buyer agreed to when making the purchase that apply to this situation.
  • Any documentation (including pictures) that would be helpful when determining the outcome of the claim. Please don't send stock photos.
  • Any correspondence you had with the buyer in question as they attempted to resolve the issue directly with you.

As a financial service company, PayPal is required by law to retain information related to the provision of financial services to our customers for a certain time, during which the data may not be erased. 

We retain data to comply with the law, prevent fraud, collect any fees owed, resolve disputes, troubleshoot problems, assist with any investigations, enforce a site’s terms and conditions, protect PayPal from legal risks, and take other actions otherwise permitted by law. 

Your data may be automatically erased once the retention time has ended and there’s no other legal reason to keep it longer. 

 

To change your Business account into a Personal account, please contact us and a member of our customer service team will do this manually.
Physical Item
In response to unauthorized reversals, provide a tracking number:
  • Be sure it can be verified online and shows delivery to the address the customer provided in the transaction details.
  • Upload a copy of the shipment label, manifest, or other document that clearly shows a status of shipped to your buyer at the address listed in the PayPal transaction details.
  • If the online tracking doesn't show delivery, you’ll need to upload a document from the shipping company confirming delivery.
Service/Virtual Item
Provide compelling evidence that can prove the virtual item was delivered, used, provided, or the service was completed.
  • The evidence must be linked to the buyer (i.e. name, address, email address, PayPal Transaction ID, or some other identifier that we can find in our transaction details - such as an invoice ID).
  • The evidence must clearly show the fulfillment of the transaction and that the customer either benefitted from the transaction or had the opportunity to do so in accordance with the terms and conditions of the service.
  • The evidence provided must come from sources or procedures already in place and must not be created ad hoc in response to the claim.
  • Provide any evidence or other relevant information that verifies the receipt of the goods or completion of the service.