We all know that the experience of being a customer has changed drastically in the recent past. Inevitably, customer service has changed as well. If you’re looking for ways to increase the satisfaction of your customers despite any obstacles, try looking into some of the following methods.
By KEVIN DEVOTO
Starting conversations with your customers can happen in a variety of ways. In person, be sure to ask directly what customers are looking for, and offer succinct recommendations. The reality of retail customer experience is perhaps the most drastically different in 2021; therefore, it can be incredibly helpful to stay open-minded and adaptable to the verbal requests made by your patrons. When engaging remotely, try sending email surveys to solicit honest feedback. Providing discounts or other small incentives for survey completion is a great way to get more reviews. Regardless, you’ll want to check in often (but not too often) so that you can stay updated on your customers’ needs.
Outlining Customer Journeys
A customer journey is a hypothetical scenario that details what a customer might go through when engaging with your products or services. By creating these, you will be able to anticipate possible hiccups to avoid, or enhancements to implement along the way. Pay close attention to factors outside of the direct interactions, like online reviews, advertising, and social media. Consider the nuances of varying demographics who may be interested in what you have to offer. Finally, be sure to incorporate the entire timeline of engagement, including pre-sale hesitations along with post-sale opinions and hurdles to total fulfillment.
Engaging on Social Media
When it comes to your product’s social media profiles, branding is everything. The aesthetics of your page will determine how long a captivated customer will stay. Know who your audience is, and design accordingly. Nowadays, customers typically expect responses from a brand’s social media managers as well, so staying on top of direct messages and comments will surely boost your reputation. Don’t be afraid to get bold, inventive, and generous with giveaways and other promotions! It will draw in new shoppers through tagging and sharing, and will create a sense of upbeat concern for the preferences of your consumer base.
Tracking Customer Complaints
Your customer service staff knows better than anyone what the main drawbacks of your product or service are at any given moment. Maintaining a streamlined data set on the feedback received by your customer service department will allow you to obtain a bird’s eye view of any weaknesses that need attention. There are many forms of software that can assist you in these efforts; their parameters will differ depending on your company’s requirements.
Aside from data management, casual conversations will always have a role in the understanding of your customers’ perspectives. Even if you are just checking in with your call center staff, staying up to speed with the real-time frustrations coming your way will allow you to tackle and solve them much more efficiently.
Rewarding Customer Loyalty
Loyalty programs work for a reason. Returning customers love to know that they are valued, and they appreciate a clever motive to keep coming back. Establishing “insider” groups where special promotions are sent out early can be a great way to instill that sense of admiration for your repeat clients. Online platforms for tracking rewards, like accumulated points, is another method for encouraging customer involvement. No matter what you try, keep your efforts grounded in the essential demands of the people you are focused on. This means avoiding any sort of gimmick that might appeal to an average customer rather than your most loyal ones. Doing so will elevate the likelihood that your rewards programs will be lucrative in the long run.
Despite the ever-changing atmosphere of customer experiences, there are countless ways to utilize technology and innovation to accommodate the needs of diverse individuals. Stay on your toes, reach out, accept criticism, and cultivate clarity around the intentions of your product or service. Your customers will notice a difference.