By Uche Ubani on Dec 15, 2020 5:00:00 PM
Improve Customer Retention with Sterling Customer Service.
Customers are the lifeblood of every business. Each business exists to meet the needs of its target customers and in so doing, generate revenue. For many, the primary aim of starting a business may include lifestyle, desire to be your own boss, set your own hours, etc. but for today we will focus on profit maximization. This therefore suggests that it is imperative to have your revenue continuously grow, while you manage cost in order to maximize profit. Other reasons for starting up a business may be charity, passion etc.
It is no surprise that the first item on the agenda for most businesses is how to grow its share of the existing or projected market. Considering the fact that most products and services are homogenous within the specific business segment, it is necessary to find a competitive differentiator. Something that sets you apart from the competition. That thing is customer service.
Below, we discuss certain actions you could deliberately take, that would ensure a delightful customer experience and turn your customers to advocates.
Below are a few customer service tips to help you stand out from your competitors.
Make a great first impression
“You never get a second chance to make a good first impression” - Will Rogers. Possibly the longest lasting impression that your customer has of you and your business is the first impression. This can either assist greatly in the customer building a healthy emotional connection to your business or destroy any opportunity to build a lasting relationship. Build your company culture to deliver the same quality of service across all customer touchpoints, so that each contact reinforces the value of the previous experience.
Know Your Customer
The Golden rule says “Do unto others as you would have them do unto you.” Now, the Platinum rule takes it a bit further to say “Treat others the way they want to be treated.” This would require that you know what the customer wants first before being able to treat them in that manner. It is important therefore, to get as much information as you can about your customer, so you understand their buying habits. Seek to understand their needs and the not so obvious opportunities it may hold for both repeat and referral business. In business today, data is of critical importance. Having proper data helps you better stratify your target market, understand their pain points and position your products and services to serve them. It also helps you determine where, when and how to deploy your marketing and sales efforts most-effectively.
Know Your Business
Nothing soothes like knowing that you are dealing with an expert. Being an industry expert in your business not only gives you confidence, it also increases your customer’s confidence in your ability to solve their problems and builds trust. Know your products and position them appropriately. Know your key competitors and what sets you apart from them. Know your industry and what the trends are. Be creative in your approach and always seek to understand your customer’s needs through active listening and leverage your deep knowledge of your products and services to offer the best solution. Leverage your expertise to be a creative problem solver.
“They may forget what you said, but they will never forget how you made them feel” - Maya Angelou among others. Empathy is the glue that binds all your other efforts together. It enables you to connect with your customers on an emotional level, making your customers have an emotional attachment to and investment in your business. This level of connection is what makes your customer an advocate.