In a customer-centric industry, your business should be able to identify and relate with customers’ wants and needs. Think of it as a ripple effect: when you make your customers happy, they will recommend your business, which then leads to improved company value and growth.
Times and perceptions change. Businesses struggle to come up with strategies as customers’ purchasing power and influence develop. If you’re working in customer service and in IT technical support, now’s the right time to focus on figuring out what matters to customers first, especially since according to Zendesk, 82% of consumers have stopped doing business with a company due to bad customer service.
The Matter with Customer Service and how it Affect Businesses
As the economy and market change, so does customers’ need for better service amid the tough times. According to NewVoice, 53% of unappreciated customers have switched businesses in search for greater outcomes and customer experience.
Despite the differences in industry, when it comes to customer service there are common denominators that work across all business fields.
1. Competitive product prices
Two things to take note: economy and product longevity. Customers may not be economy experts, but they play a large part in it. When the economy struggles, prices go up and instead of purchasing new products, customers opt for repairing to utilize a product’s lifetime.
Your business must come up with competitive product prices that are balanced. Customers must get what they pay for—high quality products with the right price tag.
2. Effective customer service
This should be no secret, but effective customer service, from interaction, communication, and resolution, is always a top of the mind factor that customers look for in a business.
Achieving an effective customer service is a long winding road and is best done with the first step: always care for your customers.
3. Fast problem solving
A good customer service and an immediate problem-solving method go hand-in-hand. Product and service issues are urgent concerns for customers, and the need for fast solutions is evident in a customer’s voice, body language, and words.
If a problem is not easily solved, it will take a toll on your business and a lost customer.
4. Listens and appreciative
One way or another, you are a customer as well so you know how it feels to be transferred from department to department, being put on hold, having multiple contact discussion, and just the overall idea of time wasted on another unresolved issue.
In customer service, you should have a humanistic approach: you have to listen and be appreciative of every customer despite the anger and frustration. Treat your customers the way you want a business to treat you.
5. Empowered, knowledgeable, and friendly staff
Nothing beats a smile and a simple “How may I help you?” and your employees are an important asset. Your reputation and growth lies on how your employees greet customers and present your product and service in different manners.
Keep your employees trained, motivated, and inspired. In return, the effect will lead to better customer and business handling.
6. Secured and user-friendly website
Apart from an active social media page, your business’ website should have a user-friendly design and system.
Once a customer visits your website, every element should load fast, visually appealing, void of spams, and secured. Your website acts as your business’ online address, so you should take care and develop it as well.
7. Relevant offers
There are different ways to offer your products and services to customers—from sales, discounts, promos, and games, you have to make customers interested and engaged with your timely offers.
8. Product returns
Product damage and issues upon purchase happens. Apart from a warranty, your business should also offer product returns within acceptable terms.
9. Accessible and easy to use products
Products that are easy to buy, find, and use is another factor customers look for. With the help of the internet and technology, you can reach out to your prospective customers who may need your product.
10. Multiple channel choices
From mobile apps, online shopping carts, and physical stores, your customers must have various channel choices where they can purchase or inquire about your product or service. If you’re not available in one channel, you lose.
“Customers are the lifeblood of your business.” Regardless of your business nature, communicating and making sure your customers are satisfied is like working with a dual edged sword, as a simple word or action can either make or break your business.
So before taking any action, figure out what matters most to your customers and let your processes proceed along once everything’s identified and settled.