Recent studies show that one of the most important things in brand building is quality consumer service. It has also been found that the number one factor that affects a consumer’s level of trust in a company is customer service.
Your frontline employees are the ones who deliver customer service and they should have the necessary skills to interact with your customers.
Understand that proper training of employees is the first step of satisfying your customers because your employees are the ones responsible for your brand and their interactions with customers affect your company as a whole.
With this, it makes sense that you want to know how to instil loyalty from your customers by satisfying their needs.
1. Understand Your Customer’s Needs
According to the recent online sales stastistics 96% of consumers across the globe say that consumer service is a vital factor in their choice of brand loyalty.
Every one of your customers will have a different view of what excellent customer service is.
Therefore, you must know and understand what their needs are. Employees are a vital part of doing good customer service so it is vital to train your staff well to meet customer needs.
Make a research on what your customer needs and wants by doing surveys. That will help you know exactly how to meet their expectations.
Take time to research the kind of customer service customers expect in your industry, consumer group, and location.
More often than not, you frontline employees will also be a good resource of knowing what your customer wants because they deal with your clients daily. A key to unlocking great customer service is by listening to your employees.
Happy employees make happy customers. Nothing works in isolation and you have to make sure there is satisfaction within your ranks so the entire company will have the energy to deliver quality service. When your employees are able to deliver good service your customers will feel their needs are being met.
2. Listen to their Feedbacks
Part of understanding your customers is listening to them. Listen to what they have to say – whether it is positive or negative. Your customers’ feedbacks have a wealth of information to offer, which will help you improve their customer experience. Although it may seem like being criticized is terrible for your business, it is, in fact, an opportunity if you look at it differently.
For a business to thrive it must know the trends and the changes in the market. What may be viable for a few years may not be so attractive in the present. Currently, some companies are some well-established companies that are suffering now because they failed to keep up with generational differences. What worked for baby boomers and gen x-ers, may not be so attractive to millennials and gen z. A company must change to adapt and be on the pulse of its customers so it can survive and thrive across multiple generations and cater to different tastes.
3. Set Realistic Expectations
One of the reasons companies fail at satisfying their customer’s needs is because theirs and their customers’ expectations aren’t aligned. It presents a major setback since then you will never meet your consumers’ requirements because you never really know them. You can make sure you have realistic expectations by ensuring everyone in the company understands your goals and how to realize them.
4. Pay Attention to Your Competitors
Some of you might not realize it, but your competitors influence the expectations and requirements of your consumers. It is bad for your business if you ignore the competition because they can quickly snatch up your target prospects by catering to your customers’ needs. So, be on the lookout for your competition, especially on what customers think about their customer service.
5. Be Consistent in Communicating with Your Customers
Being inconsistent is at the top of the things that frustrate customers.
If your representatives cannot be consistent and often gives conflicting information, it will make your consumers feel confused and alienated.
It will give the impression that your organization is not organized. You can meet your customers’ requirements if everyone understands the goals and capabilities of the company.
Use every available means to communicate with customers.
Currently, the best way to communicate with the customer is through live chat, e-mails and social media.
When communicating with your customers make sure your brand voice and brand image are consistent.
Even if you are communicating with your customers across multiple channels you have to retain your unique voice and personality so your customers will understand your message thoroughly.
Consistency also makes you recognizable and distinct from competitors. Consistent communication will not confuse your customers.
6. Take User Experience as a Priority
Your customers are buying from you or hiring your service because they have needs that they want you to meet. The problem is that even though you have the means to satisfy their requirements, being unable to tell them clearly how you can meet their needs affects the result. It’s why you must prioritize user experience and make sure you are there to assist them at every step of the way.
7. Foster Loyalty through Proactive Customer Relations
Sure, your customers want you to satisfy their needs immediately. However, business relationships aren’t built with only that. Customer relationships are more profitable if they are born from loyalty. After all, loyal customers provide a better ROI than working on getting new clients. By maintaining contact with your customers, you can keep them knowing the positive experience they had with you.
8. Be Honest and Empathetic in Customer Interaction
Customer interaction is just the same as other relationships.
You must be honest and empathetic if you want it to last. If you want to earn your customers’ trust, you must be transparent right from the start. It means letting them know exactly what to expect.
It will help to have a good relationship with customers by showing you understand their circumstance and doing what you can about the situation.
9. Follow Up with Your Customers
Today, you have a lot of ways to get in touch with customers. It would be a shame not to take advantage of that to start conversations, get to know them, and get feedback.
Follow-ups are an excellent opportunity to understand what your customers’ needs are and anticipate when they might arise.
As long as you don’t spam them, it will help your business to be at the lead of your customer’s mind.
10. Make it Easy for Them to Complain
Meeting your customers’ needs and fostering loyalty also includes making it easy for your customers to complain. Just like with wanting to hear their feedback, their complaints are a fantastic way for you to learn about your failings.
You should encourage them to share what they don’t like about your products or services, making it easy for them to do that by engaging them at every communication channel.
Meeting your customer’s needs is the key to retention, and that’s where excellent customer service plays a crucial role.
Making sure you meet their requirements and dealing with complaints – these are aspects necessary to quality service.
If you want your customers to keep coming back, online sales statistics that shows customer service is a big part of a business’s success.