The customer experience has become the defining aspect of whether or not your business will grow and thrive, or flounder in the market.
And that’s because no matter how good your products are, customers want to feel valued and respected, and if you don’t make their journey worthwhile, they will move on.
With that in mind, here are some tips for your customer service operations to help ensure that you keep your existing customers happy so that they buy more of your products and services and make referrals to others about your company.
Avoid Arguing With Your Customers
Irate customers are not interested in debating why they are upset, they simply want you to fix the problem.
Companies like Zappos that empower their customer service representatives to do whatever it takes to make a customer happy will reap the benefits in the form of great online reviews, referrals, and even positive postings on social media.
Respond To Your Customers Immediately
In the age of instant communication, no customer wants to wait an entire day or more to hear back from a business after making an inquiry.
Respond to your customer within a few hours even if you don’t have an answer to the question that person asked, or a solution to a problem the customer wrote you about.
Just hearing from your company can go a long way in making that customer feel that you value their business and that you are responsive to their needs.
Prompt communication is an expression of your company’s desire to fulfill a customer’s wants and needs, and to solve their problems. And come to think of it, that’s the same reason your business exists, right?
And don’t forget that customers also want to hear from you when they send a good review or give you praise on social media.
Whether they have a problem or they are happy with your service, customers crave validation, and companies that give it to them are likely to maintain a good relationship for a long time.
Make It Personal
Personalization has become a hallmark of companies that go the extra mile to make sure they understand their customers at a human level.
That means you should know your customers’ buying behaviors and preferences, so that when they interact with your website, they see their past buying history, their checkout preferences, and other products and services that would appeal to them based on previous purchases.
Amazon was one of the first brands to leverage personalization by implementing recommendation engines on its website.
At every stage of the ecommerce journey, Amazon customers will see recommendations of products and services that are related to things they previously bought.
The ‘Frequently bought together’ and ‘Customers who bought this item also bought’ prompts are powerful because they tap into emotional wants and needs that a customer has already indicated are important.
Maintain Your Customer Relationship
It’s much less expensive to retain a customer than it is to acquire one, so implementing effective customer service strategies can help grow your business. If you need outstanding CRM software, or practice management software, please contact us to see how the experts at DebtPayPro can help you today.
