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Expert Answers to Biz Questions
Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.
How to Improve Your Relationship with Customers
In the past, customer service didn’t extend much further than the occasional phone call or personal interaction in the retail environment. Things have changed significantly since then, especially with the advent of social media. Now, consumers expect businesses to connect with them instantly and resolve issues at lightning pace.
It may feel like a daunting task to keep up with today’s demanding consumers, but it’s far from impossible. Aside from how great your products or services are, the way you interact with your audience also leaves a lasting impression that will influence the way they talk about your business and whether they’ll return in the future.
It’s clear that customer service should be a priority for all businesses. With this in mind, we’ve put together a list of four things you can implement that will help improve your relationship with customers.
Offer Rewards Programs
Whether it’s a discount on your products for email subscribers, free shipping on holidays, or any other kind of special offer, customers will notice that you’re taking the initiative to reward their loyalty. You can set up an email system to send customers wishes on their birthday or reward them when they make large orders.
Respond to Reviews Online
If your company doesn’t have profiles on review websites such as Yelp and Google My Business, you’re missing out. Not only are these platforms beneficial for your SEO and digital presence, but they can also provide a means of learning about where your business is going wrong (and right) when it comes to how you deal with customers.
Whether or not it’s justified, you’ll inevitably be hit with a few negative reviews at some stage. But this isn’t a bad thing. If anything, it’s the perfect place to show that your brand cares about resolving issues and helping customers who’ve had a bad experience. Next time you’re hit with a rough review, take the time to turn that person back into a customer.
Provide Value
If your website blog and social media accounts are filled with nothing more than advertisements and spammy sales copy, your business will suffer. Focus on providing value with useful information about your industry. Share content that solves common problems or answers common questions - your customers will appreciate it and your authority will grow.
Keep it Real
Many businesses have become too reliant on chatbots to respond to customers on their websites. While it may be easier or more affordable, it’s not the experience consumers expect. Take Amazon, for example. They’re a massive corporation with millions of customers around the world, yet their support center is still completely human.
Of course, not every business can afford to hire a team of support staff. Fortunately, modern solutions such as Humach are available. This provides an omnichannel solution that puts real people in place of robots to deal with customers via phone, text, social media or live chat.
You don’t have to move mountains for your customers to keep them happy, but every ounce of extra effort goes a long way. Invest in making the experience of dealing with your business a positive one and your sales figures will rise through the roof.
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