Did you know that 96 percent of customers say the service they receive is the biggest factor in brand loyalty? If you want to keep customers, then you need to deliver outstanding service.
That’s why customer experience and service have taken center stage in the last few years. Businesses that focus on CX tend to improve their revenue. They have happier, more satisfied customers who spend more and buy more.
These seven customer service tips will help you deliver a better experience for your customers.
Trend to Overcommunication
There is no way to understate the importance of customer communication. The rule of thumb here is to communicate often and clearly.
In fact, it’s probably better to err on the side of overcommunication. Staying in touch with your customers and reaching out with news on a regular basis is a great idea. That way, you stay at the top of their minds and they always know how to get in touch.
Ask for and Listen to Feedback
If you want to deliver quality customer service, then you need to listen to your customers. Think about What you can doing well, and what can you improve?
Asking for feedback is always a good idea. A quick customer survey can help you identify strengths and weaknesses.
The key part is to act on feedback. Many companies take surveys, but they never seem to do anything with the results. Be prepared to act on the feedback your customers share.
They’ll be happier with your business as a result. They’ll feel that you actually take them seriously and care about what they think.
Customer Service Tips for Dealing With Complaints
Of course, not all the feedback you get will be pleasant. Some customers will have complaints.
Some of those customers will complain even if you don’t ask for their feedback. They may decide to leave a bad review or they might post a negative status on social media.
The best thing you can do is respond to these complaints. Apologize for that and give offers them for that. You may want to invite them to a private conversation so you can offer them a discount or another offer.
As with other feedback, be prepared to take action when someone complains. Were they upset that your online store crashed? What steps can you take to make sure that doesn’t happen again?
Showing that you’re taking steps to correct the issue will help keep customers happy.
Treat Your Employees Like They Should Treat Customers
Another pillar in a solid customer service strategy is to think about your employees. Yes, you need to train them to deliver top-notch service.
You also need to think about how you treat them. Here, it’s best to use the golden rule. Treat your employees like you’d want them to treat your customers.
Why does how you treat your employees matter? For starters, your employees may also be customers. They may recommend your business to their friends and family as well.
If you treat your team members poorly, they’re not going to have much nice to say about your business. They might recommend their friends and family shop elsewhere.
How you treat your employees also affects their job satisfaction and happiness. If you treat your team members like valued customers, they’re going to be happier. They’ll want to make sure that they do their absolute best for the company and for your customers.
In turn, they’ll deliver superior service to your customers. It’s a win for everyone.
Use Software to Track Performance
Next up, you’ll want to be sure you’re using the right software tools to power your customer service strategy. The right software can help you keep track of service and manage customer relationships more effectively.
Why is software so important? It lets you customize the customer experience more. With it, you can keep track of who is visiting your site and more.
Then you can send out personalized offers. It also lets you keep track of how recently you were in touch with someone.
You can also keep track of your KPIs, such as how often customers buy from you or how much they spend. Even customer satisfaction can be tracked with software.
For more on how software can improve the customer experience, check out decibel.com. The experts there have plenty of insights on customer loyalty, customer experience, and much more.
Prioritize Customer Needs
When it comes to improving the digital customer experience, putting the focus on needs is a must for any business. Why?
It’s easy to get distracted by trying to build a social media following or seeing what the latest tech tool can do. What your customers actually need from you can get lost in the process.
Instead, put their needs front and center. How does adopting this new tool help you meet those customer needs? If you can’t identify how it serves customer needs, then you may not need it.
By putting customer needs first, you’ll be better able to deliver a great experience.
Focus on Building Relationships
Finally, put customer relationships at the core of your customer experience strategy.
Why are relationships so key for business leaders? A focus on them keeps people coming back to the business over and over again.
You can focus on making a quick sale. That may result in someone who buys once, then leaves you for a competitor.
If you put the focus on building a relationship, the customer is more likely to stick with you. Long-term customers are more valuable in a few ways. They buy more often, and they spend more.
They also recommend you to friends and family. In that way, your business can keep growing.
Grow Your Business With the Right Advice
These customer service tips should help you improve the customer experience in your business. By providing exceptional experiences, you’ll satisfy more customers and keep them coming back for more.
Looking for more ideas about how to improve and grow your business? You’re in the right spot! Check out our archives to discover more helpful tips and tricks.