The month of October world over in the corporate world is known as the Customer Service or Customer Experience month. In this month many corporate organisations take their services away from their offices to where their customers are or perceived to be. Many companies get away from their normal routine and give their customers and prospects extra customer service by doing more for example some extend their working hours in October among other things.
For many small businesses it is challenging to operate in the existing environment, and it may be tough to find or maintain customers. Despite this, there are things that can be done to keep customers coming back for more – and many of them can be done from home. Here are six ways to improve customer experience.
Maintaining a loyal client base is significantly cheaper than investing in new customers. An improved customer experience can result in creating brand ambassadors among the existing client base. Satisfied customers will spread the word about the business to their networks, leading to new customers, as most people make purchases from businesses based on recommendations from friends or family members.
- Respond quickly to inquiries from your clients.
A fast response time will make your customer feel valued. A customer that feels valued is more likely to become a loyal customer. - Implement customer feedback.
Ask for customer feedback and then be sure to incorporate suggestions into your operations – this fosters trust and healthy relationships. A good suggestion may also help improve your bottom-line. - Train employees to listen well and take a proactive approach.
Employees may need your guidance on how to engage with customers – it is important that the customer feels heard. Employees should also take a proactive approach to interact with customers – ask them to think about what products or services they can offer on behalf of the business to solve customers’ problems or make life a little easier. - Keep your clients engaged across their client life cycle.
The client life cycle includes the discovery stage, education phase, buying stage, post-sale interaction, and advocacy. While many businesses focus on the first three stages, the final two stages are equally important. For example, pretend you are operating a business selling electronic items, and a client buys a phone from you. After he or she makes the purchase, assure them that you are available if they need help operating the phone. This effort will mitigate any uneasy feelings the client might have about making the purchase and motivate them to recommend your services to her networks.
- Use positive language while interacting with clients.
Interacting with clients in a positive language will help you to connect with them on a personal level. Most clients are sensitive to attitudes channeled through interactions so its crucial to use language that takes into consideration of the client’s emotional state and expectation. Positive language can enhance customer engagement and satisfaction hence creating a positive customer experience. - Reward loyal customers.
By rewarding loyal clients, you are compelling them to repeat their behavior. This behavior translates to more business for you. Rewarded customers can also act as excellent referrals for your business and increase your brand awareness in the long run.
Try some of these tips to leverage your current client base to generate more sales and leads for your business.