Today's customers expect more from the companies they do business with. Having a great product isn't enough anymore. Consumers want to have a great experience when they buy and businesses both large and small need to focus on strategies that will fulfill this desire.
When customers have a good shopping experience, they will return to a company again and again, and repeat customers will spend as much as three times more than new customers. Customer satisfaction also creates brand loyalty and positive word-of-mouth advertising. Here are a few ideas that any company should think about when developing its customer service strategy.
Consumers want to get help any time they need it and in a variety of ways. It's not enough to have a physical help desk on hand anymore. What if your customer has a question at 2 a.m.? You need to provide your customers with the ability to interact with your company whenever they want or need to.
Most businesses don't have the ability to offer live support 24/7, but that doesn't mean you can't offer your customers a viable alternative. Many businesses are utilizing AI in order to give their customers access to information even after hours. Chatbots are a simple way to do this. An intuitive chatbot can recognize a customer by name, access their purchase history, offer product explanations, answer simple questions and resolve common issues. This simple form of artificial intelligence can even fulfill straightforward customer service tasks such as implementing returns or exchanges. All of this saves your customer from waiting in a phone queue for long periods of time in order to speak with live service staff.
Customer-facing staff should be highly trained in both product knowledge and customer service. When consumers are opening their wallets to buy your products, they don't expect to have issues getting answers to their questions. One of the best investments any business can make is to maximize their training modules to ensure that their customer service staff is clear on every detail of their products.
Not only should sales staff know their products, but they also need to understand what actions they are empowered to take to incentivize a potential customer or placate an irate one. Customers shouldn't have to ask to see the manager in order to have concerns dealt with or to receive special incentives. Make sure that your employees are not just trained on product knowledge but on customer relations policies as well.
Your business relies on your customers. Offering loyal customers rewards and perks for their patronage should be a part of any customer service strategy.
One very low-cost way to recognize your customers is to send them personalized notes on special occasions such as their birthdays or major holidays. You can send these notes through the mail or digitally, or for local businesses, you can even deliver them in person.
Loyalty programs are a commonly used form of customer reward and remain very popular with consumers. Normally this entails offering customers free products periodically, usually when they have purchased a set amount of similar products previously. Savvy consumers understand that programs such as these essentially discount the purchase price of products they are buying.
Beyond loyalty programs, you can reward customers with discounts, product previews and special in-store events. All of these options serve the purpose of letting your customer know that you appreciate their business and that they are a valued part of what you do.
Any business worth its salt should have a considered customer service strategy. You should be as focused on serving and retaining existing customers as much, if not more, as you are focused on getting new customers. Offering excellent customer service should be elementary to your employees and they need to be trained well to deliver it. It is also important to acknowledge how important your customers are by rewarding them for their loyalty. Strategies such as these are sure to increase your customer base and help you retain them for the life of your business.
Publish Date: January 6, 2022 10:39 PM