Happy customers are repeat customers. It takes time and knowledge of these precious assets to initially locate them, convert a lead into a sale and then provide the after-care that means they come back to you again and again.
If you need help with growing your database of happy customers, here are 10 tips for customer service success:
Know the names of your customers and treat them as individuals. Show you care through using names when conversing on social media and add an extra touch by signing tweets or comments off with the name of the person they are dealing with: it turns a faceless interaction into a personal relationship.
If a customer has an issue, give them the opportunity to air their concern. Be respectful of their current mood to show you’ve listened.
Always listen to what your customers are saying. Methods like focus groups and surveys let you know what your customers want to tell you and their feedback should be used to form your future strategies.
Poor customer aftercare is just about the top complaint when it comes to why a customer takes their loyalty elsewhere. Continue to offer an excellent customer experience after every sale and give existing customers exclusive special offers.
Communication has to be a two-way tool to ensure customer loyalty. If you say you will listen to feedback, it has to be evident that you’re acting on customers’ comments and suggestions.
Trying to sugar-coat how your business is performing won’t wash when the chips are down. Customers will respect you more if you tell it like it is and what you are going to do about any problems. If you hide the issues, it will ruin your relationship: informed customers are happy customers.
In an online, digital age being transparent is a must. This covers offering product tracking so the customer knows exactly where their order is, using customer feedback to develop innovation, being honest about the sources of your products, and offering a number of ways customers can contact you.
Following up on promises builds trust from your customers. Set realistic goals of what you can offer and meet them – don’t overstretch yourself to try to beat competitors, as you’ll only be seen as failing to be there for the customer when you can’t deliver.
It’s an old adage but one to remember. Create a customer service policy around this phrase and focus on:
A back to basics tip: saying thank you will mean just as much to a customer as a promotional offer. It costs nothing, shows respect, and being seen as offering gratitude will go a long way to ensuring a happy and loyal customer.
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