Every company needs to understand the journey its customers experience. Conduct surveys and take a walk in their shoes. Are the directions you give them always clear? However, there are more customer-related factors that enhance your bottom line. The business2community.com website shared their recommendations with us.
Let customer experience truly drive decisions
It is easier to sell to someone who is already your customer. Sixty to seventy percent of your existing customers will buy. Now compare that to only 5-20% of new prospects buying, and that's not all. An existing customer is more likely to return again, furthermore, return customers are likely to recommend your services. Word of mouth and social media can multiply revenues when your customers are satisfied.
Your brand shouldn't be an empty promise
Is your brand luxurious or fun? Is it efficient or edgy? Keep in mind that it is customer service where the brand promise is actually delivered. Person-to-person experience is what has considerable impact on whether you fulfill your customer promise or not. What your brand promises has to be consistent in every interaction the customer has with your customer service. What's the benefit for you? Customer loyalty.
Stay in touch with your customers
Give your customers the chance to speak to a real persons as well as giving them other options. Provide FAQs on your website and let them write you via emails and live chat. Interact with them on social media. Embrace technology to create a seamless process. Multi-channel communication is great, because the customer can decide what they want to use.
Staff matters
Loyal customers are a precious benefit to companies who invest in order to have staff that are both trained and managed well. Managers should listen to concerns, demonstrate a positive attitude and encourage others to come up with new ideas. Engaged employees, who feel there is room for them to grow personally and develop professionally, are more likely to stay with you during hard times.
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