Business leaders know that to stay ahead of the game, they need to gain new customers while keeping their existing clients happy. But thats often easier said than done. These days, consumers are better informed and are more skeptical about where they put their money into. Furthermore, the increasing number of competitors has only made it harder for enterprises to maintain their competitive edge.
Clearly youll need more than just flashy marketing gimmicks or even amazing products to stand out. To attract new customers and turn them into loyal clients, you need to give only the best customer experience possible. Here are a few tips that can help you achieve this goal.
Have efficient answering services
When running a business, you should always prioritize the satisfaction of your customers. To do this, you must be prepared to answer any of their queries or offer solutions to any issues they might have regarding your company or your products. Since most customers expect round-the-clock support, you need to able to receive and respond to calls and messages at any time, even during off-peak hours and on weekends.
Instead of hiring a fully staffed call center team to address these needs, you can consider outsourcing your live answering services. This is a great option for companies that want to provide excellent customer experience while staying cost-efficient. Depending on the products or services you provide, your live answering services can cover various business processes, be it technical support, product query assistance, process payments, or emergency support services.
Use social media to keep clients engaged
The internet and social media are powerful tools that can enable you to reach a wide audience. Aside from allowing people to keep in touch with their loved ones, social media sites are also accessed by consumers who want to know more about a brand or who needs customer support.
Since social media channels enable fast and convenient communication, clients will expect your business to be on such platforms. Confirming this is data from a J.D. Power survey, which shows that 67% of consumers turn to companies social media accounts for customer service.
Get in on this trend and consider using social media for customer service to increase consumer engagement and loyalty. These platforms will allow you to interact with your customers and to share with them relevant information about your business, whether its about future product releases, upcoming sales, or special deals.
Deliver fast and direct responses
One thing that can upset customers the most are the long waiting times that they sometimes have to endure while expecting responses for their queries. In fact, according to a recent study by The Social Habit, 42% of consumers expect businesses to respond to their queries or complaints within 60 minutes. If you respond slower than that, youre likely to get disgruntled and frustrated customers.
To prevent such incidents, make sure to invest on a good customer service team. However, many companies dont have the luxury of having specialized contact centers, as it often requires considerable amounts of financial and manpower resources to maintain. To keep up with the influx of calls and messages, you can opt to seek the services of a professional call center instead. These specialist businesses have the right tools and well-trained personnel that can help you in delivering speedy and accurate customer support. Often, you even have the option of hiring contact centers overseas, thus further diminishing the costs.
If your business is not very big, you also have the option of simply hiring a few live operators or creating social media accounts for your company. These alternatives can aid in providing fast responses to emergency calls and urgent messages from clients.
Dont make promises that your company cannot keep
Some companies often make sensationalist claims and big promises for publicity just to attract potential customers. While doing this can certainly get people to check your business out, resorting to such tactics can be disastrous in the long run.
For example, if your company promises a 24-hour service, then you should stay true to your word. If you fail to fulfill the promises you make, your business can lose credibility. Moreover, you should note that in this generation dominated by social media, information and news travel fast. Because of this, negative remarks about your business can spread like wildfire, affecting your bottom line in the process.
Listen to customer feedback
Dont forget to show your customers that you value their feedback. When they see that your business pays attention to their opinions, they will be more inclined to continue supporting your company. Also, reading through the comments and reviews that your customers write online can give you insightful and useful data. And while positive comments are great and motivating, you should be open to constructive criticisms, too. Unhappy customers can encourage progress and can help your business improve on its weak points. Your clients may even offer suggestions that can lead to your companys next best-seller.
By taking these tips into consideration, you can provide the best customer experience for your clients. If you continue to focus on keeping current and potential patrons satisfied and engaged, you are sure to encourage customer loyalty, drive success, and outpace your competition.