Savvy business owners understand the role customer service plays in entrepreneurial success. Winning customers over and building brand loyalty doesn’t happen overnight. Strong customer relationships are built by consistent effort to retain the hard-won trust and loyalty of customers.
McKinsey Research reported that 87% of consumers tend to shop around rather than remain loyal to one brand. This is why it’s critical for companies to work on improving customer retention. And the best way to do that is by providing excellent customer service consistently. No wonder improving customer experience is the top priority for 72% of companies.
That’s why we’ll be looking at how you can go about building such consistent relations.
1. Get to Know your Customers
It’s absolutely critical that you identify and get to know your customers in order to cater to them. Interact with them as much as you can, leverage data mining and analytical tools to derive insights about them.
Map your customer’s journey, understand their purchase intent, and monitor their online activity. Once you understand your audience and their expectations, only then can you provide them with consistent service.
2. Standardize the Process
It’s important to set and maintain a specific standard of excellent service for each time your customers visit you. You could create a proper document or guide for your service team to refer to when interacting with clients.
Having a written procedure and strategy in place reduces uncertainties and ensures compliance with service delivery. As important as it is to maintain a standard, you should also make sure that you go out of your way to help service customers regularly.
3. Proper Training for Employees
Give your frontline the proper training they need to interact with customers directly on a regular basis. This way they’ll be better equipped to handle anything thrown at them. Effective training ensures a holistic customer experience on all fronts.
4. Unified Customer Experiences Across Channels
If you’re taking a multi-channel approach to building customer relations, remember to provide a consistent service on all channels. Customers may get frustrated with your service if you take a different approach on various platforms. Develop a seamless experience so that customer concerns are promptly and efficiently addresses across channels.
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Tips & Tricks
1. Link-Up with Them
Maintain a strong and active presence on social media and leverage it to provide exceptional customer service. Allow customers to follow and engage with you on social media. It helps establish trust and credibility.
2. Listen Proactively
Take a proactive as opposed to reactive approach with customer feedback. Be receptive to negative feedback and act on it immediately. Acknowledge customers when they have something good to say about you.
3. Leverage Inbound Marketing
Take an inbound marketing approach over traditional outbound methods. Use user and influencer-generated content like reviews and testimonials to drive site traffic. This helps build brand authenticity and credibility. Both of which play a significant role in building customer relationships.
The best way to drive your lead generation and sales is by providing consistent and quality customer service. Work on building relationships with your customers. The better you are at that, the more likely you are to convert your customers into brand advocates.
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We built two consulting agency businesses from scratch using these techniques.