Customers can help your growth or break you brand. Providing customers with stellar services and products will go a long way; but great customer service can propel your success further. So in this industry, it’s crucial to keep your brand customer-centric.
To maintain customer-centricity and to provide quality customer service, take the time to invest in your customers. Investing, in this case, doesn’t necessarily entail the sort of investments most businesses partake in. But, rather, it’s by way of great customer service where you can reap more benefits. It’s meant to compel customers to stay loyal to your brand because they feel valued and looked after.
Why should you invest in your customers?
1. For loyalty points
Sometimes it’s more important to strive for brand loyalty rather than constantly seeking new customers. Nurture relationships with existing customers and convince them to stay loyal to your brand. In turn, they can encourage others, either through social media or by word of mouth, to check out your brand. And depending on the quality of your products and your customer support, you can encourage them to keep coming back to keep purchasing from you and even try out some of your other offerings. That frequent support is what you want to aim for.
2. Customers talk
Social media is perhaps the most common platform that customers turn to when expressing their sentiments about your brand. They may commend you because they’re satisfied with your services, or they may rant about their bad experiences using your products and dealing with your after-sales support. Unfortunately, bad customer experiences are more likely to be shared than good ones.
3. Customers want a dependable brand
Why would consumers trust a brand that does not seem credible with its dubious customer service practices? When your company produces consistently good results, customers will take notice and hold them to heart. This, of course, means that more people will hear about your bad customer encounters, negatively affecting your brand reputation and that can threaten your customer base and sales.
How do you invest in your customers?
1. Value customer experience
Valuing the customer experience can drive you to be more attuned to your customers’ needs and preferences. This will lead to the constant re-assessment and calibration of how you deliver your services and what more you can give to your customers. You should be aiming consistent quality of service, regardless of the customer service channel your customers choose to get in touch with you.
2. Create a plan
Create a plan to improve your customer retention strategies. You must include how you intend to enhance the customer experience, whether it’s through social media content, special promotions, or simply by revamping your website’s design and usability. You can hold contests, giveaways, and other promotions to heighten interest for your brand or reward loyal customers. You can also include audience dialogues in your plan. Convert your customers into unofficial brand ambassadors and get them to talk about your brand. And don’t forget to always listen and respond.
2. Utilize CRM apps or software
Use customer relationship management (CRM) tools to better understand who they are and give them exactly what they need. CRM applications can give you valuable customer data which can help you develop strategies that address and even anticipate their needs, creating positive experiences for them.
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