Research has proven that 50% of a business' customer base will stop patronizing them due to a negative interaction and/or experience. That's right, you could lose 50% of your customers all because you were not aware of how they were feeling on their last interaction with your organization.
In today's market, customers are extremely educated. The Internet enables them to discover multiple alternatives to your service or company. Additionally, it also allows them to rapidly learn more about your industry.
Because of this, providing a satisfactory experience is not enough to retain your customer base. To survive in this market, your customers need to be fans that spread the word about their positive experiences with your company.
Customers Look For The Basics When It Comes To Customer Service.
To provide an exceptional customer service experience and engender customer loyalty, focus on the pillars of positive customer service:
- Fast response time when handling an issue.
- Patience from the customer service department.
- Pleasant demeanor from your customer service department.
- Product or service knowledge.
- Positive follow-up experience.
7 Customer Service Tips To Create A Positive Interaction For A Customer:
Tip 1: Focus On Employee Loyalty and Training - Loyal employees are enthusiastic about your service or product - and that attitude is contagious to consumers. Additionally, well-educated employees are armed with the knowledge they need to best serve your customers.
Tip 2: Personalize The Experience - Customers love personalized experiences. User interfaces, customer profiles and multiple customization options can assist you in providing an attractive experience.
Tip 3: Provide Risk-Free Incentives - Risk-free offers encourage your customers to try your product (or an upgrade). If a customer tries your service for one month free and has a positive experience, you will have earned a loyal customer. This is the ultimate way to prove the value of your product or service because the risk is all on you.
Tip 4: Remember Names - Customers (who are just like you) enjoy it when a service provider remembers their preferences and shows gratitude for their presence. Do the same with your customers.
Tip 5: Stay Top-Of-Mind - Send useful, educational content to your customers at least once per month.
Tip 6: Stay Current - Your customers really do want to know about your latest products and services. Because of this, it is important that you communicate this information to them.
Tip 7: Always Under-Promise And Over-Deliver - A customer would typically rather hear a two-week delivery date and receive a product in five days versus hearing a five-day estimate with a product arriving on day six.
Executive Summary: Offering excellent customer service is not about fine-tuning only one part of your business. All levels and departments within your organization must focus on the essential customer experience. Additionally, you must make an effort to ensure your employees' commitment to providing positive interactions. This will give you an advantage in the marketplace.
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