Your brand has the power to impact the choices your audience makes simply because of the feelings attached to the image they see. But, if positive customer service doesn’t come to mind when thinking of your brand, maybe it’s time to take a customer-centric approach. Simply put, customer-centric means putting your customers at the center of your business at every point in your relationship.
If you knew that 40% of customers would stop doing business with your company due to poor customer service, would you feel compelled to ramp up your customer approach? It stands to reason that your approach to service should include a robust plan exemplifying your dedication to customer satisfaction.
Considering that only about 9% of companies conduct their business giving careful thought to their customers, the following 3 tips are sure to enhance your relationship with your audience.
Customer Service is Still King
Customer satisfaction matters. The valuable information you can gather by surveying your customers regularly and providing a dedicated tab for reviews, will offer insights behind their loyalty and decision making processes.
Knowing that over 90% of the public allow online reviews to influence their purchasing decisions, keep in mind that a positive review has the potential to boost your business in the same way a negative one has the power to ruin your reputation.
One of the best and perhaps easiest ways to invest in your customer service is to survey your customers at least twice a year and provide an easy avenue for them to leave reviews. Ask no more than 2-3 survey questions involving what would make them a loyal customer, how they heard about your brand, and how you can improve.
When seeking reviews, make sure to respond promptly and address negative comments with concern offering to rectify the situation. Imagine the delight on your customer’s face when they open an email to discover they have received a credit in their “wallet,” simply for leaving a positive, or negative review!
By rewarding your customers regardless of the type of feedback they provide, your commitment to their satisfaction will shine.
Strengthen Your Relationship With Your Audience
Personalization provides that human element that is often missing in the business world and addressing someone by their name is the most effective way to disrupt formality. The last thing you want is for your audience to feel like a number or another face in the crowd. Data show more than 60% of customers would ditch a brand if it was lacking in personalization.
Using your customer’s name creates a personalized atmosphere but also builds trust. This includes all transactions whether virtual, in-person, or by mail.
Try sending a personalized postcard with a discount for future subscriptions or services. Email traffic should always include a first name in your subject line and greeting. Telephone calls, live chats or in-person meetings will start and end well by addressing the recipient by their name.
Greeting your customers by name is a surefire way to gain a personal connection and solidify a lasting relationship.
Don’t Neglect Direct Messaging
Social media provides businesses several ways to connect with their audience. However, the direct messaging feature is one tool that businesses should never neglect. With the power to respond instantly to your customer by addressing their needs and concerns, prioritizing your customer base has never been easier.
Offering customers ways to connect other than email or phone increases opportunities for communication resulting in higher satisfaction rates. Direct messaging offers the added benefit of private communication. Use a set time to respond to messages and consider hiring a dedicated employee if warranted.
Installing a chatbot is a great option for those who still want to respond instantly when human response is not possible. A chatbot allows you to provide support to your customers 24/7 while resolving many issues in the process.
Your business is not sustainable without your customers. Keeping them at the center of your business and their satisfaction paramount will guarantee your success.
