The Benefits of Great Customer Service

/in /by

StrategyDriven Customer Relationship Management Article |Customer Service|The Benefits of Great Customer ServiceGreat customer service is an incredibly beneficial thing to any business for a whole range of reasons. This article aims to highlight why exactly you want to provide a great customer service experience and what the benefits will be if you do.

Better Sales

One of the main benefits of having a brilliant customer service operation is that customers who are pleased with their experience are far more likely to buy more than customers who are not. This is because mood has a large impact on the willingness of customers to spend money, which means your company wants to take every step possible to provide the best possible customer service so that your customers are in the best possible mood.

An Atmosphere of Improved Communication

By providing great customer service experiences such as a live call answering service to help deal with any issues that may have occurred in the customers experience, you set the foundations for an atmosphere of brilliant communication to exist throughout the workplace. Taking a cue from the employee satisfaction practices, you can encourage your employees to be more open and communicative in the workplace, establishing better communication practices and reducing the amount of miscommunication in the office. This is beneficial as miscommunication between employees can cause some serious issues for productivity and the elimination of these issues should boost employee morale overall.

Customer Satisfaction

Speaking of boosted morale, the process of providing detailed individual care to each of your customers will help them to feel valued and appreciated as the valuable individuals that they are, boosting their mood and helping them to feel more satisfied as customers of your business. This can be a more resource intensive process, but the result for your customers is well worth the cost.

Positive Online Reviews

This positivity in your customers’ mood will last in your customers mind, making them far more likely to write positive and appreciative reviews that will help to bump up the rating of your business online. With this increased rating online, you will be looked upon more favorably by the search engine algorithms and you will likely find more customers. These customers will hopefully be treated just as well and go on to leave positive reviews themselves creating a positive feedback loop that is beneficial for your company.

Customer Loyalty

Further, this sense of value and positivity towards your business that your customers feel could drive them to become loyal lifelong customers that stick with your company permanently. This is incredibly beneficial as these long-term existing customers provide far more value to your business than new customers do, meaning that your company will be able to turn a significant profit from lifelong customers. Additionally, these highly loyal customers are far more likely to recommend your business to their friends and loved ones maintaining positive word of mouth marketing and painting your business in a good light. All of which are highly beneficial as they come at no additional cost to your company.

Improve Your Customer Experience With These Stellar Tactics

/in /by

StrategyDriven Customer Relationship Management Article |Customer Experience|Improve Your Customer Experience With These Stellar TacticsThere is no doubt about it the most important people to your business are the ones that put their hands in their pockets to pay for your product. That means above anything else you will need to make sure your customers love your business. Luckily, this isn’t as hard as it may sound. Indeed, there are plenty of things you can do to make your business more customer-friendly. Keep reading to find out what they are.

Be contactable

Your customers will want to contact you, whether it’s to ask a question, make a suggestion or get a problem resolved. However, their experience can be severely impacted if they struggle to get in touch with a real person. Yes, I know that everyone seems to love chatbots and FAQ pages online, as they are cost-effective, but the truth of the matter is that what your customers want is a real person they can talk to.

With that in mind, make it easy for your customers and prospects to be able to speak to a real person by advertising your business number on every page of your website, as well as each social media account you run. Indeed, having someone available to talk to customers on each channel and platform you have can work wonders in terms of providing them with a positive experience.

Lastly, don’t forget to offer an email option for customer contact as well. For this channel, in particular, be sure to manage customer expectations by giving an estimate of how long they can expect to wait for a reply. Also, ensure that you operative do all they can to resolve the customer’s issue or query in as few communication as possible, as this will show your customer that you value them and their time as is much more customer-friendly than dragging things out and making an issue of it.

StrategyDriven Customer Relationship Management Article |Customer Experience|Improve Your Customer Experience With These Stellar TacticsMake returns a breeze

In this age of internet shopping, you can expect customers to order items online, and once they have seen them in real life decide to send them back. Indeed, the option for customers to be able to do this is a very important aspect of landing a sale in the first place and must not be underestimated.

Of course, few people enjoy spending their free time getting tangled up in sticky tape and printing out return labels. Eleven less enjoy the idea of having to pay for the cost of returning a product. Indeed, such things can sour the experience for the customer and leave a taste in their mouth so bad that they will think twice before shopping with you again.

To that end, you need to do everything in your power to make customer returns a breeze. Fortunately, there are several strategies you can use here. The first is to make sure that your reverse logistics systems are robust and effective. With reverse logistics being the customer return system and opposed to the customer delivery system you use.

After all, if your returns take too long or items get lost on the way it will reflect badly on your business and begin to erode the relationship you have with your customer. Also, from the customer’s point of view, knowing that they can send back items that don’t meet expectations works in a similar way to a guarantee and helps them feel much more comfortable trying new things, and making that all-important purchase.

Additionally, there are a few other tactics you can use to improve the customer experience when it comes to returns. One of these to make sure you offer free returns as no one likes to have to pay out to get a refund. Additionally, offering a range of options for carriers and pick up can make the return process so much easier for the customer, especially when you include the choice to have the item picked up directly from their home. Finally, wherever possible, don’t make customers print out their own returns labels, this just adds another annoying task to their plates, lengthening the process, and causes lots of issues for people that don’t have printers ( or ink) at home. Instead include a pre-printed pre-paid refund label and your customers will thank and love you for it.

Provide special offers and discounts

Most people love the thrill of saving money and getting a good deal, and this is most definitely something you can offer your customers to improve their experience. Indeed, there are a whole range of special offers and discounts, and the real trick is matching the right ones to the point your customer is in the process of buying.

For example, for first-time customers, a percentage discount may provide them with the added confidence they need to take the plunge and try a new product. However, for customers that have already shopped with you, offering them 2 for 1s or multi-buy discounts can help them feel appreciated and encourage them to shop with you again,

Additionally for customers that have already had a successful experience with you, offering a cash bonus that can be put towards your products to refer to their friends and family can be very successful. It can also help to make them feel appreciated and valued as well, which will help your business maintain that long-term positive customer relationship.

Encourage customer feedback

Customer feedback can seem like a scary thing from the perspective of a business. However, if you rant inviting ratings and reviews you are missing out on a really important way of communicating and responding to your customer base.

Negative feedback, in particular, is hugely important, the reasons being that it will inform your business precisely where they are going wrong, and allows you to change this not just for that one individual customer, but improve the experience and make it as possessive as possible for every customer! To that end, if you want to make your customer experience as perfect as possible, you must make leaving feedback as easy as you can.

The Product Experience Kept Clothing Sales Going

/in /by

StrategyDriven Customer Relationship Management Article |Product Experience|The Product Experience Kept Clothing Sales GoingClothing is one of the industries that has done very well during the pandemic. Despite people not necessarily going to work, partying and traveling, clothing sales have not fallen. Latest figures suggest a 10.6% boost. Despite the recent challenges businesses however, have not seen a plunge in consumer demand. This throws up a lot of questions about ‘the product experience’. This is all about the experience of looking at the product online, delivering it, opening it and putting it on for the first time. It is in this journey that a loyal customer is forged. Let’s see how your product experience should be devised.

Online inspection

When a customer looks at a clothing item online, they do a number of things.

They zoom in! Always take high-quality photos of your clothing. Customers want to zoom in, inspect the material, pattern, designs, color scheme, fit, length, quality etc.
They want to know the size. Always tell the customer what size the item in the photo is, and what dimensions the model wearing them has. For example, ‘this jumper is L size, our model is 6ft 1’.
They will want to know the design or style. In other words, always tell this what type of clothing it is, i.e. ‘this jumper is crew neck, with elastic cuffs’.

Packaging and delivery

When the product is shipped, it must retain its shape. A lot can happen on its journey, such as being thrown around, dropped, kicked, or shaken around. So the item can hold it’s shape if it is packed correctly.

So place some support tissue paper between each fold. If you are selling a jumper, place supporting paper between the back and the arms and between the arms as they are folded onto themselves too. Place extra support around the sides of the box. Any empty space should be filled with any kind of relevant support you can buy, such as bubble wrap. The delivery should be smooth and timely, so the item is not rushed and therefore, most likely squashed around on the way to the front door of the customer.

The product experience

When the customer first opens the package, they should be greeted with your packaging. This lets them know that the item has been cared for, it will be brand new and it will start it’s new life with them i.e. it hasn’t been worn before (crumpled, creases, etc). A unique thank you note or company slogan on a folded tag is a must. This folded hang tag printing service is great, everything is customized to your order and it’s affordable. These tags should be read-worthy for customers. Maybe place a logo on the front, finish it in matte or gloss, and write something interesting inside. This makes the product experience so much more unique and yet it’s not going to tax you budget-wise.

The product experience should never be underestimated. It’s what has kept the clothing industry so resilient and let’s face it, we all enjoy opening our package of new jeans, tops and jackets.

5 Ways To Make Sure A Solid Relationship With Clients Is Built

/in /by

StrategyDriven Customer Relationship Management Article |Client Relationship|5 Ways To Make Sure A Solid Relationship With Clients Is BuiltAs a business, it’s your job to ensure you and your clients/customers have a wonderful time together. On the surface, it looks like one party receives something from another in exchange for money. There are so many more layers to that transaction, however. If you don’t build up a solid report with the people you’re working with, then you’re not going to receive the longevity you desire. Think about every single product that you adore – the chances are that you bought it from a reputable firm that you feel comfortable with, right? That was no coincidence. Life is all about building relationships and reports, so keep that in mind when you’re looking to make a success of your business.

There are plenty of ways you can get people on your side and make sure people see you are a business wherein a relationship can be built. Here are just a few ideas:

Listen And Welcome Constructive Feedback

You might be the most confident you’ve ever been in terms of your work, and you may be the most assured you’ve ever been regarding how the future is going to go. This doesn’t mean a thing in reality, however, because if you don’t know what your clients want, then you’ll be going nowhere. When presented with the opportunity, potential customers and current customers will be happy to tell you what they like and don’t like – it’s your job to listen and take things on board. There’s nothing wrong with learning more.

Use Appropriate Technology And Software

The good thing about building relationships is that we have so many different programs around that make it a lot easier. Just look at the likes of this law firm crm and how it walks businesses through every step of dealing with a transaction or a particular strategy. Managing projects is so much easier in this day and age thanks to software and automation.

Maintain A Solid Online Presence

People will always need you to have an online presence. In 2021, they’re not going to be impressed if you cannot respond to them quickly. They’ll have a look on your site in order to learn more, so you’ll want to make sure that it’s of good quality. The same should be said for social media channels.

Put On Events That People Will Be Interested In

People enjoy attending events. This is because they’re something a little different. They’re actively going out of their way to be a part of something. There are plenty of advantages to this kind of thing, including the fact that people will remember certain aspects and that they’ll feel as though they matter a lot more than just the average stakeholder.

Watch How You Behave When Dealing With Them

Clients and customers will always remember how you interact with them, so it’s your job to make sure that you’re pleasant and productive. They’re always right, and you should remember this. If something’s a little off, they’ll tell others all about it.

Careful, These Issues Can Ruin Your Customer Experience

/in /by

StrategyDriven Customer Relationship Management Article |Customer Experience|Careful, These Issues Can Ruin Your Customer ExperienceAre you worried that your customer experience isn’t living up to the expectations of your clients? If so, then it can cause a massive rupture in the potential of your company. So, let’s look at some of the problems customers can have and how to fix them.

Too Slow

First, you might find that there is a problem with the speed of the service that you are providing. You need to make sure that you are taking steps to speed up things in your company model. For instance, you might want to consider investing in a chat bot. The big benefit of a chat bot is that they don’t have to wait until an employee is free. Instead, they can get answers about your site and your service immediately. Don’t forget, a lot of customers have expressed they prefer live chat to actual calls.

No Personalization

A lot of customers these days are demanding a higher level of personalisation. They want to ensure that it feels as though a company really knows and understands them. Too many businesses just provide a cookie cutter solution. If you are wondering how to get this right, then the answer is almost certainly at your fingertips. You can use the data that you have accumulated to ensure that your solution feels far more personal overall. You can even send out exclusive offers and marketing that fit with the products and services that they are interested in.

Poor Employees

You might think that it doesn’t matter who you hire for your customer service team. We promise you that this is not the case and choosing the right people will be important. Your customer support staff need to make people feel reassured and connected to the brand as a whole. You can think about hiring an outsourcing service to ensure that you get the quality you need without causing the cost to balloon here. Or, you might want to consider hiring an in-house team. If that’s the case, one of the ways to get a high quality team would be by using a recruitment agency.

Low Quality

Finally, you need to make sure that the system that you are using is providing the quality that customers expect. For instance, in terms of voice calls, it’s important to ensure that the calls don’t feel like they are submerged in static or as though someone is trying to talk to them underwater. If there is a problem like this, you can guarantee they will hang up and won’t call back. One of the ways that you can fix this is by investing in services like unified communications. This is always going to improve the customer experience.

We hope this helps you understand some of the key issues that can completely ruin your customer experience. If you take this advice on board, then you can make sure that you don’t have to worry about your customers being turned off by your company. This could ultimately lead to you losing a fortune in missed sales.