Want More Loyal Customers and 5-Star Feedback?

by Keith Meier

It’s a commonly held belief in our industry that a business’ best customers are protection plan owners, but no one had ever quantified it. Until now! A study Assurant Solutions conducted earlier this year validates and quantifies the customer loyalty that comes along with protection plan owners. Using the Net Promoter Score methodology, we confirmed that protection plan owners are more than twice as likely to recommend to others the retail store where they shop. 

This insight has helped a few of our partners gain some internal traction to help drive their extended service programs, as sometimes those unfamiliar with our business are unaware of the impact protection programs have on improving customer engagement.  We conducted a few social media experiments with our clients this year and, by and large, the common fear of negative comments didn’t materialize.

We all want loyal customers and positive feedback. But lately, I’ve noticed some interesting tactics that are being used to acquire positive customer reviews. Some organizations are using hefty incentives and promotional tactics to gain quick kudos from customers. My advice? Be authentic! Earn trust and generate endorsements from your customers the old fashioned way, through genuine engagement and great service. The right extended service package offers valuable customer service perks and leads to positive referrals and rave reviews.