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How to Make the Most of Customer Interaction

How to Make the Most of Customer Interaction

As a business owner, you have a limited amount of time to interact and make a strong impression on your consumer. The level of positive interaction that you deliver can make the difference between making your next sale or closing a lucrative deal. It’s not enough to just be a stellar service, you also need to be personable, working towards building relationships with your customers.

Consider the following ways that you can improve customer interactions and attain greater success for your company.

Be Friendly and Considerate

Although it should be commonplace, many business owners do not understand how they should interact and approach consumers. Learning how to be warm and welcoming no matter how you feel is a great way to ensure that your interactions with customers are more upbeat, even if the customer is in complaint mode. The more pleasant, professional, and responsive you are, the more likely that consumers will enjoy the interaction and even calm down faster if they are upset.

Being able to see things from the consumer’s point of view can give you unique insight into how to best communicate with them. Show empathy for customers who are displeased. Avoid taking a defensive stance, but seek to deliver clear, positive messages to arrive at a balanced solution.

On the other hand, customers who are already pleased with a product or service are surprised when they discover that the business owner is extra friendly and down-to-earth, and it can cause them to leave positive reviews and happily share their experiences with family, friends, and coworkers. Display gratitude when they compliment your products, services, company, or your employees.

Use the Right Technologies

Many customers today are more tech-savvy than ever, and they appreciate being able to use cool technologies to interact with companies that they are interested in. Whether you engage with customers via social media, through a live portal, or on your website, using up-to-date technologies can prevent your company from irritating consumers or losing a connection with them in the middle of a conversation.

Ensuring that your website is mobile-optimized is important because many customers may choose to interact with you via smartphone. Entrepreneur magazine suggests that, by using a customer-support solution that captures interactions from every outreach channel in one place, you can successfully keep track of your customers.

You may be surprised to discover that many business owners neglect to use social media as a way to encourage consumer interactions. Making sure that you have the right plug-ins on your company page is essential to make it easier for consumers to visit a link on your website or to interact on your social media page.

Train Every Member of Your Customer Service Workforce

It is vital that every member of your workforce is customer-centric and knows how to engage customers properly. All of your customer service agents represent your brand. A single bad experience with one employee can lead to a negative company review and the loss of a customer. For this reason, consider delivering routine professional training to ensure that all of your customer service agents are fully equipped to meet the needs of consumers at any moment. Each agent should understand the mission and values associated with your company so that they can deliver a unified experience to every customer who reaches out to them.

Focus on Improving Customer Touch Points

Salesforce Software company insists that technology has completely changed how businesses view customer touch points. A customer touch point is any place that you are able to access and connect with customers. Modern consumers are very interested in engaging with businesses through mobile apps, online chats, live support, texts, social media channels, and virtual assistants, and they are are delighted to be able to do so when they choose.

Capture and Analyze the Feedback

If you interact with customers, you should be willing to capture the feedback. This allows you to analyze feedback and make improvements accordingly. Analyzing the data can grant you a wider view on how customers see your company and brand. Asking customers to leave feedback or reviews can lead to some responses, but offering an incentive to those who do (such as a discount off their next purchase) can increase the amount of feedback and reviews you receive.

How your business interacts with consumers can repel them or make them fall in love with your brand. Keep in mind that every opportunity that you receive to connect with your customers can lead to greater satisfaction or provoke disappointment. Improving the quality of customer interaction is extremely important for staying in business and pleasing the people who buy from you.

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by Eileen O'Shanassy // Eileen O'Shanassy is a freelance writer and blogger based out of Flagstaff, AZ. She writes on a variety of topics and loves to research and write. She enjoys baking, biking, and kayaking. Check out her Twitter: @eileenoshanassy.

Opinions expressed by contributors are their own.