In today’s world, a business needs to do more than simply offer high-quality products and services. Savvy consumers know they have many options when considering where to spend their money. Buying decisions are highly influenced by the ways in which brands make customers feel.
Do you put efforts into getting to know your customers? Can your customers count on you for excellent customer service in addition to your top-notch goods? To truly win over the hearts of your customers, you’ll need to take many opportunities to go over and above the call of duty.
Here are three ways to do so:
1. Seek out your disgruntled customers to make good on their bad experiences.
We would never recommend that you neglect your happy customers. However, if we’re being honest, it’s the unhappy ones you need to place your focus on. Do some research and hop online to read customer reviews about your business. If you find any that aren’t complimentary, reach out to their authors to see what you can do to mend fences. Your very attempts at trying to make good on bad experiences will go a long way in sealing a sterling reputation for your brand.
“Actively seek out unhappy customers on sites other than social media like BizRate and Google Reviews,” advises CEO & Founder of OnlineLabels.com, Dave Carmany in an article on Medium.com, “We have a dedicated customer service team that calls these customers to right the wrong. From misconceptions to mistakes, we want to do more than tell customers we’re here for support, we want to show them.”
2. Implement changes based on customer feedback.
There are few things customers appreciate more than having their voices heard. Who better to tell you how to improve your business than the people who support it? Request customer feedback, accept it and make changes based on it. As Sam Roberts says on RantAndRave.com, there’s no point in asking for feedback unless you’re going to do something with it.
“Customers want to know that their feedback has been considered and how it will be actioned,” he writes, “Make sure that you acknowledge your customers’ comments and ideas by taking action, improving your products or services and communicating back any changes you’ve made, do this at scale and you\’ll see a huge uplift in customer loyalty, they\’ll feel like you actually listened and this is a huge driver for customer satisfaction.”
3. Follow up following purchases.
Don’t assume that you’ve secured loyal customers simply because they’ve made purchases in your store. Attain email addresses and phone numbers and be sure to use them. Quick check-ins to see how your customers are enjoying their latest purchases are great ways to build rapport, grow relationships and secure long-term loyalty.
“Follow-up is critical because remembering to be responsive can significantly impact sales and the business,” insists MyCorporation.com CEO, Deborah Sweeney in the Medium.com piece, “The strategy we use is calendaring and engaged leadership. We also cross-share outbound lists as to ensure that if a lead is missed by one rep, we have other teams over the course of a month following up until clients can be reached and outstanding questions answered.”
At Canadian POS, we do our best to go over and above for our customers. Find out for yourself! For any questions about our products and services, please don’t hesitate to call us at 1-877-748-2884 or email us at info@localhost.