With competition sprouting up left and right in every imaginable niche, it’s very hard for any business to thrive nowadays. While the rule for survival is pretty straightforward (gain the biggest customer base), it’s definitely easier said than done.
The reason for this is that customers are always looking for the next best thing. If their regular business fails to meet expectations even once, they’re more than happy to move on to a competitor. Hence, the logical thing for any business to do is to polish up their customer service and focus on creating loyalty.
Here are some tips to help you get started with that:
For customers to become loyal, they need to know the real you. There’s a reason why small family stores still stay in business even while competing with large chains. There’s a level of transparency and intimacy to their customer service that you don’t typically get with large corporations. Most of the time, the owners of these family businesses interact with you, and they’re quite open about who they are and what values they stand for.
When the average customer is constantly spoiled by convenient shopping experiences every day, they simply won’t stand it if you’re not accessible. Hence, you need to make sure that all of the standard communication lines are working perfectly.
Have a separate email for customer complains/concerns so that it doesn’t get mixed in with other types of correspondence. Alternatively, you could integrate a simple contact form on your website. Also make sure you’ve got enough phone operators to handle the volume of incoming calls.
Anticipate their Needs
Customer service isn’t just about dealing with problems as they arise. You can really step up your game by being proactive about serving your customers. For instance, instead of waiting for a customer to call in about a complaint, you could do a routine satisfaction survey a few weeks after each purchase.
A Customer Relationship Management (CRM) Software can be incredibly useful for this purpose. You can create a profile for each customer and log in their feedback/concerns. You configure the software so that it sends notifications to your customer support team whenever a purchase has been made. Then a queue can be automatically created to make survey calls.
If you want to set up a CRM software for your own operations, simply contact the best NetSuite partners in Australia.
Offer VIP Services
Customers love being rewarded for their loyalty. That’s why it’s a great idea to offer VIP services to your regular customers. This can include things like exclusive promotions, discounts and even specialty items. Again, the right CRM software can really help you pull this off. You can filter customer profiles by the most amount of money they’ve spent on your products and roll out an exclusive reward to those individuals only.
When businesses are faced with stiff competition, they should try to differentiate themselves with excellent customer service. In order to win over more customers, businesses should make an effort to be more transparent, more accessible, anticipating of customer needs and mindful of rewarding loyalty.