Creating a customer-centric culture is a must for any business. Caring for customers has never been more important. Today, a disgruntled customer has the ability to share their opinions on social networks or the internet and adversely affect our business.
Many companies are failing to provide the right experience. Creating a satisfactory experience for our clients, through cultivating and helping to develop a relationship with our business, is a not inconsiderable opportunity. Creating these types of relationships can help positive opinions have wider reach and diffusion.
If all customer contact points are counted – from support or support interactions, in-person conversations, social networking, or even sales – an average company has thousands of interactions with its customers each year. For business, each point of contact is an opportunity to know and understand customers better. A satisfied customer community can become the best defense of our brand.
To satisfy our clients we should:
1. Create closeness
Do not act like a business without name or face. He speaks to customers as a person on behalf of the company. Address your customers by name, give their name to the beginning of any interaction. Talk to your clients as you would in person, not as you would in a press release. Especially when it comes to the service of care through social networks where these types of responses are the opposite of the “social.” In social networks and in your emails, the answers should be signed by the employee with whom your clients can contact (if you can add a photo, the better).
2. Respect the customers
It is necessary to understand the mood of a client when trying to solve a problem that has with our company. Keeping patience and responding in a calm way is the best way for your customers to get their problem solved and an opportunity to address it. Also, you’ll be creating the climate necessary for your clients to feel comfortable and share valuable information to address that problem or prevent similar problems from occurring in the future.
Customers who receive an “incorrect” customer service usually talk to their friends in most cases.
3. Listen to customers
At a time when it’s easy to have a bidirectional dialogue with their clients, it’s important to actually listen. And that will probably imply that your company should change from those comments. Are you willing? Customers are the sole reason for being in any business and not worrying about what they can turn out to be disastrous.
There are different places to listen and get feedback from customers:
- The polls
- Social networks
- The points of sale
- Customer service departments
- Communities and/or groups
- The e-mails. Etc.
4. Offer support
The first reason for the loss of customers is dissatisfaction with customer service. Customer satisfaction is a differentiating aspect on many occasions. Doing everything possible to provide excellent service on a permanent basis is a competitive advantage. Do you agree?. There is no reason to delay the satisfaction of our customers.
In addition to providing live support, creating consulting materials – so that the clients can solve their problems – or spaces where other clients can express their experiences and knowledge, you will be building the satisfaction of its clients in the long term.
Also read: 7 Ways to Master the Art of Customer Follow Up
5. Treat the client as a collaborator
How is your listening if you do not intend to act on the information you collect? Analyzing the opinions and comments of our customers in earnest and acting on reasonable requests means that you will act. Do you want that feedback and really value your customers as partners?
Also read: 5 Tips to Win the Millennial Clients Trust
6. Build trust: accountability and transparency
How many positive experiences do you need to counter a negative experience? Customers affected by both positive and negative changes to our products or services must be kept informed. You have to bear in mind that consumers are sensitive to change because they are accustomed to what they already have. Investigate whether changes can affect the perception of clients. Encourage assessments of the changes you make, they will be an invaluable source of information.
To build the trust of your customers you must be responsible and transparent. And this implies accepting the feedback they offer you, having nothing to hide and acknowledging that you make mistakes.
Tell your customers the changes, if you’ve done a mistake or did something well. The secret is to offer a healthy mix for them to recognize your transparency and gain their trust.
Also read: 10 Tips on How To Satisfy Customers in Business to feel special
7. Fulfill the promises
If you follow your promises, you help to show the transparency of your business, while contributing to creating a feeling of trust and reliability. You must manage the expectations of your clients to ensure that they set realistic goals and you can meet them.
Finally, two more simple tips.
Defines how to treat dissatisfied customers, establishes the steps to follow to ensure that the process described by all employees is followed. The ideal would be to turn unhappy customers into your strongest advocates.
And not least, I always say “Thank you.”