Customer service can make or break your reputation among new and repeat customers. Raving customers are important for your income and business growth. Yet creating a great experience for every customer is not exactly easy for the inexperienced. By showing customers how valued they are to your business, you can maintain and even grow your client base. Aim for business excellence by using the methods listed below.
Clients respond very well to customer promotional items. The law of reciprocity states that the more you give the more you receive. In a study by L.J. Market research, 52% of people given a promotional item became actual customers. The rest of the participants in the study claimed that they were more likely to become customers because of the gift.
Sending out a customer survey is a great way to get to know your client base. By consistently asking your customers for feedback, you are likely to find out what you are doing right and what you can improve. Surveys will keep you in the know about client satisfaction, thereby enabling you to make better business decisions. Surveys are also a great way to let your customers know that you care about their opinion. By simply asking for their input, you are placing value on them.
Using the information from the customer surveys, you can become more attentive to your customers. Take the time to listen to what your clients are saying to you and make adjustments accordingly. Being attentive shows your clients that they are your top priority. And doing the opposite can have major detrimental effects when it comes to gaining repeat customers.
Clear communication is a pillar of excellent customer service. The key components of clear communication are listening and responding. Really think about what your customers are telling you and react in a polite, timely and courteous way. There might be a lot of pressure on your business to perform. Remaining calm and respectful will show your clients that you and your business are truly professional. Read more about the importance of communication.
The landscape of today’s business world is social-media oriented. It is necessary that your company provide online customer engagement. Social media is an excellent tool for client engagement and connection. Customers delight in having a real-time experience of your business. You can create excitement over new products and services by providing daily social media updates. As with surveys, social media is also a great way to learn about customer needs. It is another platform to communicate with your clients about their expectations and experiences. By providing updates and responding to comments and questions, you can show your customers that they are valued. You can also gain new business through social media.
Knowledge of Products and Services
To provide a great customer experience, your employees must have a deep knowledge of your business. Customers want their questions answered in detail. The more thoroughly your employees know the ins and outs of how your products and services work, the better customers will respond.
Customers want services to be performed on time. They desire that what your business has promised them will be exactly what they receive. Remaining true to your word is greatly important when it comes to customer satisfaction. Give them correct budget projections and time estimates. This is one area that can greatly alter a customer’s opinion of your business.
Customer loyalty programs are an excellent way to boost sales. They also give your return clients a reward for doing business with you. Keeping your customers coming back is much more effective than finding new ones. A study by Manta and BIA/Kelsey found that returning customers were likely to spend 67% more on products and services than new ones. And they should be rewarded for this! Not only are you showing your customers that you care about them, but you are also encouraging them to keep coming back.