Cultivating Customer Service
Cultivating Customer Service
Modern customers have high expectations. If they are not satisfied, they will likely part ways. However, high expectations shouldn’t be a hindrance. They can be a way to optimise and improve your engagement strategies. Technology upgrades and sophisticated platforms are not required for most expectations. All that is needed is better workflows, transparent communication, and better technology.
Engaging customers effectively is more about building relationships than managing them. A genuine understanding of the person and their behavior is essential for any meaningful relationship. These relationships require commitment and time.
Customer experience is all about relationships. It starts when a customer first becomes aware of your brand and products. Introductions don’t have to be formal. They can be as simple as a casual mention by a friend or a tweet. Although you may not be able control when or how someone is introduced to your company/brand, you can influence their feelings when they meet you.
Cultivating Customer Service
1. Building relationships
Although it may be easier to establish relationships in certain industries and businesses than others, all businesses should strive for relationship building. It takes time to build relationships.
Long-term relationships are easier to build when salespeople and customers have had time to get to to know one another. Although the main goal should be to establish business relationships, it is possible to get to know each other better on a personal level.
Even in businesses with short sales cycles, it is possible to foster relationships between salespeople. This situation requires that relationships be established quickly. Strong relationships with customers are important to ensure that the business can continue even when things go wrong in sales or customer service.
2. Setting realistic expectations
Customers are more satisfied when they know what to expect, and their expectations are met. Customers will seek out businesses that deliver the expected results if their expectations are not met.
It is a well-known axiom to “under-promise, over-deliver” that is good for business. However, it is important for businesses to deliver what they have promised and expected. Although customers may be pleased to receive more than they expected, it will cause a greater negative impact on their business than the positive effect of receiving more.
3. Communicating the right message
Delivering the right message is key to customer retention. Businesses that communicate clearly with customers are more likely to retain them.
A business may sell the same product to different markets but that does not mean the message must be the same to all markets. Different markets might require different messages. Messages should be tailored to the needs of each customer. A message that is effective for one segment of a market may not work for another. Targeted messages and products that match the right customers will increase retention.
4. Educating customers
The customer of today wants to be educated. Information is just a click away thanks to social media and the internet. Businesses must provide relevant content to their customers due to the ease with which information can be freely and easily shared. However, electronic information is not the only source of product and service information. Both sales reps and employees must be informed about the products and services offered by a company in order to effectively communicate that information to customers. Buyers need relevant information to make informed purchasing decisions.
5. Seeking input
Asking customers is the best way for businesses find out what their customers want. The business can then concentrate on the positive aspects of customers and make changes to best meet their needs and wants. Customers are another valuable source of information. Employees who deal directly with customers can also provide important data. Customers talk directly to them about their company, products, pricing, customer service levels, and even competition.
6. Customer service is not to be neglected
To keep the best customers for your business, you must provide excellent customer service. Customers should not be dissatisfied with your service. Customer service is not a one-size-fits-all approach. It cannot be achieved every day. Customer service is about letting customers know that they are “number one.” High levels of customer service can mean the difference between a single sale and repeat business.
Four Strategies to Cultivate Customer Service
1. Respond to complaints
After you have taken action, make sure to follow up with the client again to ensure that they are satisfied with your solution. This will help you stand out among other companies and show that you care about the client’s experience over just resolving a problem.
2. Offer Loyalty Incentives
Customers who shop with you repeatedly will be eligible for incentives. You could offer a loyalty program in which customers receive a free product or service after making a certain number of purchases. You could also offer a coupon for a customer’s return visit, right after they have purchased.
3. Get immediate support
Chatbots, automated email, and other tools can be used to streamline customer service. This will ensure that your team members are always available for personalised support. Your customers will be more satisfied if they have access to a complete knowledge base or a frequently asked question page.
Active listening is a great way to show empathy when working one-on-one with customers. Customers will feel valued when you listen to their needs and respond to them.
4. Be honest about what you can offer
You can’t be everything to everyone in a business and your customer satisfaction may suffer. You might not be able to make your customers happy if they aren’t in your target market or require something else.
It is important to be clear about who your product or service serves and what it can and cannot do. If you sell software for small businesses, don’t target enterprises with your marketing. It will be easier to target loyal customers and buyers with your marketing efforts.
It builds trust and confidence when you demonstrate that you value customers from the inside. Customers will be more likely to trust you if they feel that you are trustworthy. These relationships can reap the benefits. Use these opportunities to gather information, make calls to action, and connect with customers one to one.