The scenario has changed. There was a time when businessman used to a produce product which is beneficial to them. They were not giving importance to customers’ satisfaction, needs, and demands.
But today customer satisfaction is the base for most of the organization. Customers are in a superior position now. There is strong competition between products. If one organization will ignore customer demands and service, others will fulfill it, and customers will not think twice before a switch.
Research says if a customer receives good customer service, they’ll share this with 2-3 people. and if we had a bad experience with any organization we’ll share with 10-12 people. An Organization providing best customer service wins in the market.
Today the Business has to have a lot of strategies at its disposal through which it can reach to customers and vice versa, resolve the issue the customer is facing & increase the credibility. As it is said, more than a good sale, it is better after-sale service, which is more important- we back that.
Here are the 10 Strategies that can help the business reach out to more customers and decrease the distance between them & the customer to zero!
1. Pro-Active Customer Call Center
What if they need you at the oddest time to get an answer to the weirdest question?
You can’t say no, never!
The dynamic and well-versed customer call center comes at a big-time help, where your customer can explain their problem exactly as is been faced. A call center also gives a touch of customization, where customers get the feeling of being heard and getting an issue resolved as premium.
A soothing and empathetic word works as a stronger bond for a lasting business relationship, as a friend indeed types. To improve your executives work you can give them proper training, motivation, appreciation also so they also give their best.
The rule is- The customer’s problem is like a mountain to them and it’s you who can solve in the time bound manner and at its best 24*7. When a customer gets satisfied response it increases customer satisfaction.
2. Know the power of CRM
Quicker the response is, happier the customer is.
For e.g. – A Family doctor is not only able to diagnose a patient quickly. But also suggest the treatment for the current sickness better than the doctor who would be checking the patient for the first time. Reason – the family doctor has a patient’s health history. He is Aware of the other issues and also possibly knows the medicines he should avoid prescribing.
In the same way, having the history of your customer is the new age customer relation management, which also includes collecting, synchronizing and assimilating the data of the customer.
Thus, at the time of the problem, you are well-equipped with resolving the problem. Keep in mind other angles and strategies them as well so that you can provide the best customer support.
Your customers also get to know that you are serving what you’ve promised, it improves customer satisfaction. Now a day you can access most of the CRM platforms on multiple devices so it will make easy for you to access it anywhere & anytime.
3. Make User-Friendly Your Website
A website is not only to sell the products or services or to provide information only. It’s a smart way to be connected with your customer anytime & anywhere. Make sure your the website is always up to date and presentable.
Designing your website is easy but designing an effective website is not an easy task. Today, the website should be designed in a way that it also supports mobile applications. Keep a website updated and design it in a way that it should support all the browsers.
Having a simple, engaging and informative website is the key, where when a customer visits not only gets information but also a solution and is convinced with the products/service. It should be easy to navigate for customers so that customers can find relevant information easily and improves customer experience.
A virtual tour of your website is just like entering your business premise that makes an impression on their brain. Content, reviews, photos, videos, and the lucidity are some of the quintessential features one must take great care of.
4. Social Media is emerging everywhere
Social Media is the world within a world and no brownie points for guessing this!
Twitter, Facebook, Instagram, Whatsapp, Quora, and etc. are just a few of the big names. And, where there are customers, your presence is as much essential as the business. Social media connection also assists in showcasing your real customer serving to a vast audience at no extra cost of advertising. It shoots your goodwill few notches higher.
Having interactive social media team makes a huge difference to your brand. The ‘personal attention’ makes them feel valued. Social media is a favorable place where your ‘brand influencers’ can work to create an engaging and intriguing ‘brand personality’.
Today dissatisfied customer’s uses social media to complain and to praise also, which can be seen over the globe. Make sure attend these complaints politely because it leaves an impression over other customers also.
5. Don’t forget customer to take feedback
You might be trying to provide the best customer service, but how will you come to know, what your customers are feeling? For that, you have to take customer feedback once they purchase your product or user your service.
Taking customer feedback gives customers also a feeling of importance. It will also help you to measure your success rate. The efforts you are making to improve customer experience is worthwhile if they are also feeling the same. It also helps to find out where your business is lacking and where you need improvements.
6. Mobile App Can Do a Lot
A mobile phone is no more a luxury but more of necessity. Perhaps everyone you see around holds a (or two) mobile in his hand and; at least your customers for sure.
“Stylish way is mobile app way“. A Mobile application is a different version of the customer-friendly website, and also has an offline feature, which is suitable for your customer. Especially in-app messaging feature makes a huge impact on customer success.
The tech-savvy folks are just ready to grab any good chance that saves money and time. On top of it, a mobile application is an exclusive way to create an impeccable brand image. You can also use artificial intelligence to provide the best customer experience.
7. Online Live-Chat
Online Live chat in the website works very well with the customer, as a customer while interacting with a business representative is not caged into just one action. He is free to take care of his/her other work, which saves his lot of time even when his problem is getting resolved.
Also, the business representative can assist him/her like telephonic call center and additionally also provide relevant links to help. Also, video calling and co-browsing gives a personal touch to the customer experience.
Learn about their problems properly before jumping to offer them a solution.
8. Use Informative Videos
A thousand words are spoken effectively through a picture, is an old saying which can re-modified to no. of frames of pictures or moving pictures, i.e. videos. An informative and directional video will assist your customer much better than dozens of informative literature of your explaining the manuals.
A visual experience or demo works much better with memory retention and also gives a much pleasant look and feel. It will help you to decide your strategy to improve customer experience.
Self-help video should be shorter but precise and not preachy. The feeling that you are working hard to get their attention (genuinely) should be contagious and continual.
9. Be Honest and gain Trust
Making big promises about your product will make your customers doubt your product. Be honest with your customers. Give them true details about it and let them experience it by themselves.
If you are making false promises, a customer will not come back to you. You should be truthful towards your customers. It will help you to gain the trust of your customers. Don’t show a very big picture of your product, keep it as it is. When you serve customers what you’ve promised, they’ll be satisfied with that only.
10. Run an Extra Mile
Always be willing to run for an extra mile. Customers appreciate it. Due to the automation of everything, that personal touch is lacking in whatever service you provide. Communication with a willingness to do something for them will leave a lasting impression on their minds.
Don’t just sit, when you complete your regular tasks. Go for some creative ideas, Improve customer service and increase loyal customers. Once you give them that experience, by mistake if other time you miss something, they’ll not switch to others and will give you a chance to serve them at your best.
There is no thumb rule. What may work for one business may not for another. A hundred years old business or a new set-up, the time change and so one needs to formulate clever strategies with the help of mentioned strategies to win a customer’s heart.
It takes a little extra effort from the side of the business, but once it is done, you’ll get customers for the long term. Focus on improving customer experience by providing the best customer service. Run for that extra points, customers give to the business they like the most. If you still getting confused use above tips and it will definitely help you to improve the user experience.