While every business aspires to getting new customers, it’s important not to forget that real success is being able to keep the customers you already have. With so many competitors around, how do you keep your customers coming back to you? Here are 7 tips on how you can offer an excellent customer experience that will set your business apart, written in collaboration with Merchants.
1. Always send a ‘thank you’ note
If you know that you’re in a competitive environment, you will know the value of each customer. With so many different products and services to choose from, it’s important to show appreciation to your customers for selecting you. You don’t lose anything by sending customers a ‘thank you’ email for choosing your product/service. You can thank them for purchasing something, making a payment, or even calling in for help.
2. Treat each customer as an individual
Customers are unique and they each have individual needs. Every customer wants to receive special treatment that does not make them feel like a number. Find out what your customers’ preferred mode of communication is and use that technique to communicate with them.
3. Fulfil your promises to the customer
One of the quickest ways to lose customers is by not honouring your promises to them. When you have told a customer you are going to do something, make sure you carry it through. Honour the time frames you have given the customer.
4. Make each customer feel important
One way you can make your customers feel important is by addressing them by name. You can show sincere interest in their families, and acknowledge their accomplishments.
5. Be knowledgeable about your products and services
Learn everything there is to know about your products and services so that you are well informed to be able to answer all customers’ questions. It’s a turn-off to customers when employees are not knowledgeable about their own products.
6. Reveal your personality
You should always let your brand voice come forth through every communication channel you have with customers, including customer support. Your business has a unique tone and personality and that should come forth. According to a Bizcommunity article, personalisation is one of the biggest consumer trends of 2018.
7. Don’t waste customers’ time
Wasting customers’ time is a good way to send them away. Complicated voicemail systems and employees that are unknowledgeable about the products are some of the things that frustrate customers as they make them feel as though their time has been wasted.
Never underestimate the impact of good or bad customer service, as this can make or break your business. A Customer Story About Cell C is a good example of the impact of effective customer service measures.