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If you deliver a great customer experience for your target audience, it’ll make your customers stick with you, and generate a lot of positive word-of-mouth that’ll bring more buyers in. Here, we share five ways you can improve your business’ customer experience.
Utilize Multiple Channels
Set up as many channels of communication with your customers as you can. Have dedicated customer care phone lines, and assign specific persons to handle calls coming in on them. Do the same with email; messages going into your inbox should be attended to promptly, and enquiries should be responded to as soon as possible. There’s a place for social media. The more active your business is on social networking sites, the greater the visibility it’ll get on those platforms. Both prospective and existing customers are likely to engage with you via this means, so be sure that you’re alert to activity on your pages. Whatever channels you’re using, be professional and empathetic in your interactions with customers. Present as one who’s eager to help, and provide all the resources they need to make the most of your products and services.Get Your Customer-Facing Teams Onboard
You might have a grand picture of what you’d like the customer experience to look like. But if your customer-facing teams aren’t latching on to your vision, it won’t come alive. Make your team aware of your plans to improve your service to customers. Let them know why this is happening, and how they can play a role in realizing it. Perhaps they need to be trained to render the sort of service you expect of them. Where this is the case, ensure that they obtain the skills and knowledge they require to be effective at their duty posts.Take Customer Feedback Seriously
Offering products without reviewing customer feedback is like sailing on the ocean without navigational instruments. Chances are, you’ll lose your sense of direction, and fail to reach your intended destination.Sign up to the Connect Nigeria daily newsletter
When you work with customer feedback, you’ll know what they appreciate about your products and services, and what they would like to see improved. The information they share should help you design your offerings to meet their needs better. Ultimately, it’ll help improve their experience of your brand.
Utilize Customer Loyalty Programs
You could organize customer loyalty programs to reward customers who have spent more time and money on your products and services. This is a way of recognizing them for engaging with your business and encouraging them to stick with you. This program could be set up to run in one of a number of ways. You may use a point-based system that assigns redeemable points to customers who purchase certain quantities of items; or a tier system that rewards loyalty based on buyer levels.Introduce Self-Service
It’s great if you have a functioning customer care line with people waiting to take calls from the public. But many people will prefer to find the answers they are looking for on their own. Here’s where self-service could work wonders for you. You may provide self-service in the form of comprehensive Q&A segments on your website, downloadable resources, or a mobile app that allows customers to find help for their specific concerns. Final Words The quality of customer experience you provide will determine how much your business can satisfy your customers and keep them coming back. Get it right, and you’ll build an organization that’s a magnet for loyal customers. Featured Image Source: FreepikGot a suggestion? Contact us: editor@connectnigeria.com
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