Want to know the best way of boosting customer profitability? Improve customer service. A recent infographic from SalesforceDesk.com says that 70% of consumers would continue to do business with you if you resolve a complaint. The infographic also says that 9 out of 10 consumers would pay more to ensure good customer service. Building customer loyalty by improving customer service is much more profitable than finding new customers.
But to keep today’s customers loyal you need to provide more than just good customer service. You need to provide epic customer service. That’s because customers are more demanding than ever. They want what they want, when they want it, and they want it the way they want it. They won’t take anything less. Fail to provide this kind of customer service and customers will defect.
So how do you provide epic customers service? Below are six keys to providing the kind of service customers rave about to their friends:
Connect With Your Customers
Do you connect with your customers? Do you make them feel like you hear them when they talk? Today’s customers want to deal with people, not businesses, so do everything you can to humanize your business. Have humans answer your phone. Encourage casual conversation. And respect your customers’ time.
Learn Your Customers’ Pain Points
Want to know what bothers clients or what they like and dislike about your business? Ask them. The internet makes it easy to conduct surveys. It’s the best way to find out what’s working and what’s not working in your business. Act on their suggestions when they make sense. Doing so makes them feel like they’re being heard.
Educate Customers in Simple Ways
Customers expect you to know your offerings and your competitors’ offerings inside out. More important, they expect you to educate them about your products or services in ways that are simple and easy to understand—even if the product is somewhat technical. Customers hate technical jargon. Eliminating it helps build rapport with customers.
Be Where Your Customers Are
This has gotten a lot easier thanks to the internet and social media. Take advantage of these tools. If it’s hard for customers to get in touch with you, they’ll feel dissatisfied with your product or service and go elsewhere. So expand your touchpoints. Being where customers are increases the chances you’ll hear something negative about your business that you can change to a positive.
Show a Sense of Urgency
Customers don’t like waiting—no matter what the reason. So show a sense of urgency in everything you do. Getting things done quickly and efficiently makes customers happy. And when they’re happy, they tend to spread the word about you. That drives more business.
Make Customers Feel Special
This is the key to delivering epic customers service. You want to give customers the feeling that they really matter to you. Offering high-quality products and services is a good start. But that’s all it is—a start. Ultimately, you want to provide positive, emotionally sensitive, and memorable customer experiences. It shows you really care about them.
Other things you can do to deliver epic customer service include admitting when you make mistakes, not over-promising, being available always, and making it easy for customers to come back to you. Also, answer phones quickly, deliver packages promptly, and make sure your web pages are updated and load rapidly.
Doing these things is a key part of providing epic customer service. Epic customer service builds rapport with customers and makes them feel good about doing business with you. In other words, it builds relationships with customers and boosts customer loyalty. That in turn increases profitability.