James Cash Penney who is the Founder J.C. Penney Stores once said that “Courteous treatment will make a customer a walking advertisement.”
It’s true. Good customer service and interaction can help your business in ways you can’t even think of. Michael LeBeouf who’s a renowned business author also said, “A satisfied customer is the best business strategy of all”. A customer who’s happy with your service and interaction can provide you with the best marketing.
However, how can a business make sure that the interaction with their customers is always fantastic? Well, here’s 8 ways we’ve jotted down for you create every interaction with your customers a delight.
- Just a normal conversation.
According to Glance, 67% of customers end a call in frustration when they cannot reach a customer service representative. It is extremely important for companies to sound human while having a conservation. One thing customer absolutely despise is automated machines and corporate scripted talks. It is important to sound genuine to your customers to the conversation good. Also, according to Rightnow, 73% of customers fall in love with a brand because of friendly customer service representatives. So, what’s so hard to understand?
- Generous personalised gift.
Who doesn’t love a gift? However, a gift with no personalisation or thought is as good as no gift at all. 63% of companies credited gift-giving as a factor in their improved customer relationships with their clients. A simple personalised message or email informing them about their gift can go a long way. As Patricia Fripp said, “It is not your customer’s job to remember you, it is your obligation and responsibility to make sure they don’t have the chance to forget you” and a gift can do that for your business.
We know that customers comes first always and it’s important to show it. Salesforce says that 79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood, so, showcasing your gratitude for their purchase is valid and important.
- Be dedicated to helping your customers.
Every business must learn to be conscientious while having a conversation to their customers. HubSpot Research says that 90% of customers rate an “immediate” response as essential or very important when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less. Salesforce also says that 75% of customers desire a consistent experience, regardless of how they engage a company. So, it’s important that your conversation with your customers is consistent and you tell them the progress of their solution.
- Appreciate and work on customer feedback.
Salesforce research says that, If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. Therefore, what really matters is how you act on the feedback. Ask your customers for feedback and essentially act on the mistakes they projected. It will automatically make their experience fantastic.
- Being transparent and communicative.
Transparency is the key to good customer interaction. Tell them what’s the progress, if you’ll be able to solve the issue right away or not, give them an estimation. Zendesk says that nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience which is why it’s important that you communicate with your customers well.
Customers love little surprises from the brands they love, it encourages them to interact and makes the whole experience positive. According to Khoros, for 86%, good customer service turns one-time clients into long-term brand champions and Invesp says that Investing in new customers is between 5 and 25 times more expensive than retaining existing ones.
- Be present wherever your customers are.
As a business you need to be easily available for your customers to voice their concern. Go wherever they are, have conversation wherever they are comfortable in. Marketingsherpa shows that 95% of adults between the ages of 18-34 are likely to follow a brand through social media channels. So, it’s necessary that you can be available to them anywhere to make their experience fantastic.
Robert Half, Founder of Robert Half International said that “When the customer comes first, the customer will last”. Therefore, it’s obligatory for businesses to give their customers a conservation, an experience that is fantastic which they will remember always.
According to Microsoft dynamics 360, A whopping 95% of consumers say that customer service is essential for brand loyalty, and 60% of consumers report having deserted a brand and switching to a rival company because of poor customer service.
So, make every conversation fantastic with these 8 simple ways!