In this blog post, we’ll define the reinforcement stage of customer care and talk about some of the goals you’ll want to set to accomplish during this stage in order to earn more lifelong and loyal customers. After the initial purchase and transaction, your customer is not obligated to stick around or choose to do business with you again in the future. You must take action to give your customer a reason to become loyal.
The way you respond during the critical reinforcement stage of customer care will determine how likely your customers are to become loyal. So what is the reinforcement stage of customer care, and what does it have to do with building customer loyalty?
What is the Reinforcement Stage of Customer Care?
The reinforcement stage comes after the initial transaction. Also known as post-purchase reinforcement, it is the period of time when it’s possible to either make the customer regard the purchase as a good decision that should be repeated, an okay decision that might not need to be repeated, or a bad decision that should be avoided at all costs.
Every business wants customers to leave with a positive perception of the company, product, or service. The way customers are treated and supported after the purchase largely determines how “reinforced” they will feel about the decision and whether or not they’ll hold a positive perception of the experience.
The reinforcement stage is an opportunity to stay involved with the customer, making yourself or your staff available to answer their questions and get the best use out of the product or service you’re selling. There are a variety of ways companies do this.
Post-purchase reinforcement techniques
- Include a warranty
- Offer a free or risk free trial
- Offer live chat for customer support online
- Increase post-sale communication
- Set up a 1-800 or web address for consumer questions
The more ways a customer has to communicate with a company after making an important purchase, the more likely they are to feel satisfied with their purchase. And the more satisfied a customer is with a purchase, the more likely they are to return to that establishment or website and purchase again. If this cycle continues, a repeat customer becomes a loyal customer. Post-purchase reinforcement is that essential in creating real customer loyalty.