There was once a time when the only thing you needed to sustain a healthy and growing business was a good product. Today, however, you need both a good product and an excellent customer service reputation. Small businesses are at an advantage here because – unlike the corporate giants of today such as Apple and Amazon – you can provide rapid and compassionate customer service. The question is, how do you get there? The following list includes a few ways to accomplish this goal within your own company.
Understand Who They Are
According to Drip, striving to create the best customer experience can help your brand stand out among the competition. About 90% of consumers buy from brands that remember and recognize who they are and how well they tailor to their needs. One of the most common mistakes made by small businesses when attempting to create a better experience for their customers is to assume what they like rather than to find out. When strategies are forced on customers and they are told they should like it, the method can actually backfire on the company. Therefore, before implementing anything into your customer service procedures, it is imperative to get to know your core consumer base.
Get Their Feedback
Knowing what you are doing wrong and what can be improved upon should be one of your main focuses while growing your business. The best method in acquiring this information is to simply ask your customers for feedback. According to CustomerThink, feedback is not only a way for you to improve on your customer service experience, but it can also influence how your customer perceives you. Asking for their feedback makes them feel valued, and thus, will paint you as a company that truly cares about its customers.
Respond Rapidly and Accurately
When customers face an issue regarding your product or service, they will sometimes take it to your social media page. Although you will receive the occasional negative remark, comments regarding your product or service should never be ignored. The reason, other than wanting to make things right, is that other customers are watching. Ignoring or simply waiting too long to respond can make you look like you simply don’t care. However, asking in a professional and genuine manner can turn your customer’s problem into one of the best customer experiences they’ve had.
One of the most common issues that small companies face is a lack of customer confidence. People want to know that they can trust a company and will often stay away from businesses they don’t know. According to Customer Experience Insight, one of the first things that customers rely on when building their confidence in your brand is your consistency. If they know what they are going to get, they are more likely to keep coming back. Consistency in how you present your product, as well as the checkout process, must be followed throughout all your marketing mediums.
The customer service experience is one of the most important things a company can focus on. It is a gateway to obtaining loyal and consistent customers. By being proactive and using the right strategy, your company can begin laying down the foundation of a strong and successful customer service approach.
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