These days, you need to use several customer service techniques to ensure the delight of your customers.
When a brand focuses on providing exceptional customer service and support, it can serve as an extremely valuable way to interactively inform online visitors and delight current customers. Delighting our customers is critical if you want to stand out in your industry – any industry. It can cost you seven times more money to get a new customer than what it costs to keep one. That’s why the focus should be on keeping your current customers happy. Happy customers often provide new customers through referrals for little or no out-of-pocket expense from the business owner.
Here are three simple yet effective things you can do to delight your current customers.
Create an environment where every employee focuses on providing exceptional customer support.
Change your employees’ perspectives about the importance of delighting your customers. Every interaction a customer or prospective customer has with you (including your site, brand, employees, and content) plays a part in creating a positive impression.
Do you have a sales team, inventory management team, delivery team, marketing team and company officers? They should all help the customer support staff portray an attitude of appreciation and love for the people with whom they come in contact. The happier prospects and leads are, the more likely they are to convert. More than likely they will hang around for a longer period – thus increasing the customer lifetime value.
Delighting your customer is about finding that “wow” factor in everything you do, at every customer touchpoint. Sit down with your employees. Bring all your teams together and then brainstorm about what outstanding experiences look like for your specific company.
Challenge each employee to ask themselves, “If I were a customer coming to this business for the first time, what would a mind-blowing experience look like to me?” Follow that up by asking, “If I were a returning customer, what would make it impossible for me to leave? What would keep me coming back and get me talking to people about this business?”
Make customer service your USP (unique selling proposition).
Your USP is the core of your business and it’s one of the big reasons why your customers decide to do business with you. Too many brands have a bland, unappealing USP that has the same wow factor as off-brand potato chips at a BBQ. If there’s not another choice, people will eat them. But you better believe that if a better-branded chip comes along, they’ll eat those. You can be that exciting, delicious, well-respected brand by making it clear in your USP that the customer has never experienced service like what you provide.
If you aren’t using a help desk software like Rhino Support, start using one immediately. It will let your team work together to solve customer recommendations and concerns. It will also provide an easy-to-use live chat system that your online visitors will love! What better way to prove your company’s focus on providing exceptional customer service than by offering to instantly chat with them whenever they need you?
Leverage Customer Insights
When looking to build your brand centered around customer service, look to the customer. The customer holds all the secrets to customer excitement and delight. Directly engaging customers, watching behaviors, and then soliciting their feedback can provide a wealth of insights. You can learn what they love about your brand, why they chose you, why they stay, what’s bothering them, and what they’d like to see done differently.
When you reach out to gather these kinds of customer insights, you’re immediately showing current and past customers that you care, and that you’re willing to listen to them. Thank them for and then act on their suggestions. This will show them that they control the direction of your business. When that happens, those now loyal customers will refer everyone they know to patronize your website.
For more suggestions on how to shine a spotlight on your customers, read this article. It gives specific insight as to how to utilize social media sites to WOW! your new and loyal customers.
Special thanks to Sujan Patel. iHis article on Forbes.com gave me a lot of the content for this article.