Yes, we admit it. We have a problem. We’re obsessed with exceptional customer care. This week, we sat down and asked ourselves, “What is it that makes great customer service great…er?” Well, after copious amounts of coffee and a wall of sticky notes, we whittled it down to seven ideals, that, if you make a priority in serving your customers, will help turn them in to brand-obsessed fans.
#1. Uncomplicate your customer interactions.
You may be surprised by how many customers abandon interactions which seem too complicated. Streamline your website and apps to be intuitive and easy to navigate. Simplify the checkout process to as few steps as possible. Less hair pulling out. Fewer upset callers. Better experience.
#2. Be transparent.
Customers appreciate clarity and honesty. When issues arise, address them fully and provide your audience with valuable information and content, not just boilerplate responses. Connecting with your customer base on a personal level builds loyal fans of your brand who will keep coming back for more.
#3. Show your customers they are valued.
77% of consumers are considered brand loyal.* Make an effort to connect with your customers on a personal level — and don’t stop at simply thanking your customer for their business with a boilerplate response —craft a personalized approach to showing your customers you care about them.
#4. Encourage tailored experiences.
Who doesn’t love options? For the Millennial generation alone, 52% of consumers rate Personalization as a high priority for driving loyalty.* Allowing your customers to tailor their interactions with your brand and encouraging a custom, personalized experience will build fans of your brand. And who doesn’t want fans, right?
#5. Evolve with your customers.
Just because something works, doesn’t mean it can’t work better. In today’s reality, your customer base is constantly growing, along with their needs and wants. Recognize when it’s time to change, allowing the voice of your brand to stay on-message while retaining the flexibility to adapt your message to an evolving consumer base.
#6. Embrace your brand’s uniqueness.
Don’t be 1 of a million, be 1 in a million. In the modern business world, a company must be agile and competitive to stay ahead. Realize what sets your brand apart, and embrace those characteristics—in your marketing and in your products and services. But don’t fall into the trap of being different for difference’s sake—remember to always stay true to who you are.
#7. Stay current on what your customers want.
A recent Nielsen study has found that 33% of customers prefer to contact brands using social media rather than the telephone.* Today’s customer is tweeting, posting, sharing and tagging, and brands who can connect with their customers on these channels gain massive insights into future needs. Social factors are a key influencer in today’s audience, and big data offers tremendous insight into constantly-changing consumer behaviors.
Build a great customer experience today.
At the end of the day, customers just want to be treated like people. They want to feel valued, they want options, and they want to do business with a company who values agility and flexibility. Keep it simple, honest and straightforward, and you will build a base of loyal customers who become Brand Advocates.
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If you want to learn more about us, how our team can help your organization exceed its customer service goals, or to find out how you can build brand fans today, email us at:
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