While you will face many challenges when running your business, maintaining a loyal customer base is one of the most significant. After all, without a steady stream of customers, you’ll struggle to keep your business afloat, especially during the current climate.
While some aspects of customer acquisition are beyond your control, there are many things you can do to capture (and hold onto) their attention and support - the most obvious being excellent customer service.
The level of customer service you offer your clients impacts not only their initial experience with your company, but also how they think about your brand as a whole. This can be the difference between them making a one-off purchase or returning to your store again and again.
According to a recent report, “69% of customers have stopped doing business with a brand because of a negative customer service experience.” However, when a customer has a positive experience with your brand, not only are they more likely to become repeat customers, but they may also recommend your business to a friend.
Fortunately, there are many ways in which you can ensure that you consistently deliver great customer service to all of your customers.
Different customers will favour different styles of communication - and understanding how your target audience would like to interact with you is key to improving your customer service skills. According to recent trends, many consumers are on the lookout for brands with friendly, personable communication styles. As a result, you may notice improved levels of customer satisfaction if you greet them by name.
It goes without saying that the more training your employees have, the better they will be at their jobs. As a result, you should ensure that you offer them specific training in customer service so that they know how to approach or interact with customers. This also means that they will be able to respond appropriately to complaints, or resolve problems quickly - which will again improve customer satisfaction. You can curate unique training programs for your employees online, using a Learning Management System (LMS). You can find out more here
Your social media presence is more than just a marketing tool, as it can actually be a great way to connect with your customers. After all, they can interact with you via direct messages or in the comments of your posts. As many people prefer to communicate online rather than over the phone, which means it's easier for customers to get their questions answered or their complaints dealt with. However, this means that you must focus on creating an engaging social media voice for your brand, so that you do not place distance between yourself and your customers. You should also endeavour to respond quickly to any comments and direct messages.