What Makes Customers Walk Away in Frustration

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Frustration is a feeling we can all relate to. It’s a sense of anger that feels hopeless because you can’t solve the issue. We’ve all been stuck in a traffic queue, nervously looking at the time while knowing that there is no other way to escape the traffic jam.

Frustration makes us feel powerless. There is nothing we can do but wait until the problem has resolved itself. Yet when a customer feels frustrated, it’s a strong indication that there’s room for improvement within your organization. A frustrated customer experiences a mixture of anger and hopelessness. They are in a heightened emotional state, which makes it tricky to win them over. You are more likely to lose customers who walk away in frustration. Here are 4 avoidable situations that could lead to negative emotions.

StrategyDriven Customer Relationship Management Article | What Makes Customers Walk Away in Frustration

No transparent communication

Transparency is a business buzzword when it comes to communication. But what does it mean? Business experts recommend thinking of transparency in relation to what your customers want to hear. Ideally, your customers want to know what to expect. They do not want nasty surprises, such as a vague pricing system or inaccurate promises. Maintaining a transport approach to your communication will significantly boost your brand reputation. In an open and honest communication, customers are more likely to forgive unavoidable errors and mishaps.

They bounce off the site

Your customers live in the 21st century. They are experienced users of digital technologies. Therefore, they expect your website to meet their expectations. An old-fashion design could slow down the experience and distract from the messaging. Additionally, unresponsive web design that isn’t mobile-friendly can affect navigation. It can be a good idea to reach out to a professional website design company to consider improving your online presence. The company can help identify some of the core issues, such as lack of accessibility or excessive popups and distractions on the page. Ultimately, your customers are digitally savvy. So they are not wasting time on websites that don’t deliver the performance they need.

StrategyDriven Customer Relationship Management Article | What Makes Customers Walk Away in Frustration

They don’t find your added value

Your added value is the differentiation your business delivers to customers. Buyers are willing to pay more if they feel the added value is worth the expense. For instance, Apple users argue that devices are expensive, but they are high-end designs that establish a sense of community within the audience group. What do you give to your customers that is unique to your brand, and more importantly, how can you make it more desirable? Failure to understand your audience group can backfire dramatically, as customers feel cheated by services or items whose price seems unjustifiable.

They find the VIP treatment unfair

What is your policy toward VIPs? Traditional organizations tend to be selective about their VIP customers, while others will treat every customer with the same respect and attention. Moving forward, the traditional model is less effective, especially in an environment where any user can damage a brand online. It can be helpful to transform your customer relationship strategy accordingly.

Are customers left frustrated by their interactions with your company? Whether they feel your communication lacks transparency or your website isn’t user-friendly, annoyed customers are quick to switch brands for a competitor. Therefore, every business needs to put their customers’ happiness first!

Learn The Secrets To Impress Customers From Day One

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Are you interested in gaining more customers for your business? If so, then you need to work to ensure that you do impress them from the first day they find your company. This is always going to lead to higher conversions. Here are some of the boxes that you need to tick to get this right.

StrategyDriven Customer Relationship Management Article | Learn The Secrets To Impress Customers From Day One

A Killer Website

First, you need to think about your website. For most customers and clients, this is always going to be the first impression that they get of your business. You need to pay attention to load times. If it takes anywhere more than three seconds for a page on your site to load, then you’re going to have problems with your bounce rate. You need to think about the design too. It’s absolutely vital that your site stands out from all the other possibilities in the SERPs. A custom website programming solution is often the best way to ensure that’s the case.

A Fast Call Back

These days, customers don’t want to be waiting long for an answer they need. They want to get results immediately and this does tie back to ensuring that your website loads rapidly. If a customer makes an enquiry, you need to make sure that you are in a position to respond within at least 24 hours. If it’s anything more than this then you can bet that a customer will have turned their attention to the competition and potentially found the solution they were searching for before you could even pick up the phone.

Honesty And Transparency

Next, you need to make sure that you are both honest and transparent with customers. They value this more than most other things. They want to know that they can trust the company that they are buying from and this should always start with the quote that you offer for a product or service. The quoted price should be exactly what the customer is going to pay when the service is delivered. If you can’t quote a price, then you need to be honest about this as well. Don’t end up in a situation where they can catch you out further down the line.

Rave Reviews

Finally, you do need to think about reviews. The latest reports suggest that more than 80% of customers and clients will check reviews online before they even consider committing to a purchase. So, if there’s an issue with your reviews then you could lose a lot of buyers. This is often a matter of knowing how to approach reviews. For instance, you should respond to them publicly as this will send a positive message to any potential customers. You also need to watch out for bad reviews on social media that might be spreading like wildfire.

We hope this helps you understand some of the key steps that you do need to explore to get things right here and guarantee that your customers don’t leave you for a competitor. Impress them from day one and they’ll always come back for more.

How To Treat Your Customers Like Royalty

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StrategyDriven Customer Relationship Management Article |Customer Service|How To Treat Your Customers Like RoyaltyAs a business owner, you are undoubtedly looking for ideas to expand your customer base and increase your bottom line. One way to achieve that goal is by offering your customers a premium service beyond comparison.

In short, you should aim for excellence and provide nothing short of a first-class service to your customers. It might seem like an odd concept, but many customers feel fed up with poor customer service and sometimes getting treated like they aren’t important.

If you treat your customers like royalty, they’ll feel valued and respected by your company. What’s more, they are almost certainly going to keep spending their money with your business.

Here are some steps to illustrate how you can give your customers a premium service that’s both customized to their needs and solves their problems:

Offer a genuine 24/7 service

Everyone knows that an e-commerce website means a business is theoretically ‘open for business’ 24 hours a day, seven days a week. The thing is, while customers can order goods and services online, they can’t get out of hours help if they need it.

You can buck that trend by offering a genuine 24/7 service to all your customers. You could provide the right support they need at any time via email, instant messaging, social media, or telephone.

The way you can do that is by either employing staff to work in shifts to cover the full 24 hours or outsourcing your contact center operations. If you opt for the latter, it would be better if you did so to a team in the same country as you.

Offer an express delivery service as standard

If you only sell digital products and services, you can probably ignore this section as it’s something you likely do anyway. But, if you need to send physical goods to your customers, don’t make them wait a long time for their orders.
It’s no secret that companies like Amazon offer next-day and even same-day services to all their customers, irrespective of where they live. Nothing is stopping your business from providing fast delivery if it partners with an expedited freight company.

You might be wondering how you can employ such a concept with your company if you only have a small business. The good news is you can use outsourced fulfillment services to stock your goods in various locations across the country.
Expedited freight companies can quickly haul your stock to each warehouse, and you can use local delivery options that promise next-day or same-day services.

Provide exceptional customer care

Lastly, you should go beyond the call of duty to ensure your customers have an excellent buying experience with you. That starts from the moment they enquire about what you sell through to the delivery of their orders.
Of course, your first-class customer care shouldn’t end once your customers receive their orders. You should back up what you sell with an aftercare service that’s beyond compare. Doing so will tempt your audience away from your competitors, even if you charge more!

Here is how to Improve Customer Service with AI Chatbot

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StrategyDriven Customer Relationship Management Article |AI Chatbot |Here is how to Improve Customer Service with AI ChatbotYou can’t run a business without connecting with your clients. That said, your customer service needs to be of top-quality. Your customer should be connecting with you through your efficient team and, of course, the AI Chatbot. It doesn’t matter how excellent your products and services are until you aren’t providing your clients with the services they are looking for. Therefore, it is crucial to upgrade your business’s customer service while ensuring that it reaches its full potential for growth and success.

Did you know that businesses who prioritize their clients generate higher revenue? Believe it or not, but now customers are looking for more than the products and services. It is more about their customer experience. This is where you will find AI chatbots most useful. AI chatbot can hold real-time conversations without keeping the customers lined up in a queue. We all know that waiting for someone’s query to be responded to can be frustrating. It also takes away the stars from your rating. Living in a fast-food world, we want everything now and then.

Simply put, no one wants to wait. Suppose you’re going to ramp up your walk and beat your potential competitors in the markets. In that case, we recommend integrating AI chatbot into your business.

Improved Conversations

Even if your team isn’t around to respond and follow up with clients, the chatbots will boost your brand’s credibility by working 24/7 and tending to online visitors’ needs. With stored data, the AI chatbots will have a better conversation with clients. On the other hand, a live agent might be taking time to understand what the clients are looking for and why they have reached out. This means that a live agent will have to put the pieces of information together before solving the client’s problems.

You can generate improved conversation after storing the required data in the system. The AI chatbot will scan the stored data and determine whether it is a returning client or a new customer. If it is a returning client, the chatbot will instantly respond to the client’s personal information and preferences. In this way, the chatbot won’t have to ask unnecessary questions but immediately get to the problem.

A Pleasant User Experience

Since clients won’t be waiting in long queues for their turns to talk to a live agent, they will have a better user experience. Remember, if you want to run a successful business irrespective of whatever services and products you are selling. You must treat all of your clients like gold. Don’t keep one waiting in the line while you are dealing with the other. Integrating an AI chatbot in your business will make room for an improved communication platform between your brand and your clients. This is also an effective way to stand out from your competitors by generating a pleasant user experience for your customers.

Build your brand

Before you integrate AI chatbot in your business, you should know that no one likes to communicate with a robot. This means that you will have to ensure that you store crucial and informative data. This will enable the chatbot to quickly identify the customer, access their history, and provide the solution while generating a human conversation. This will ensure your clients that their needs and concerns are being understood and resolved within no time. By providing quick answers and better brand-client interaction, you will be on the road to building brand loyalty. When your clients know that they are being listened to and their problems are being solved, they will be motivated to stick to your brand.

How to Improve Customer Loyalty in eCommerce Businesses

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StrategyDriven Customer Relationship Management Article|Customer Loyalty|How to Improve Customer Loyalty in eCommerce BusinessesToday’s eCommerce market is very competitive, making brand loyalty an elusive concept for many. To keep the customer happy, you’ll need to consider several factors: top-notch customer service, consistency, product qualities, and much more.

However, it’s never enough to sustain customer loyalty; you have to keep inspiring them with new tactics and products.
According to statistics, it is 5 times more costly to win over new customers than to make the existing ones stay loyal to you.

A friendly relationship with customers ensures improved loyalty while keeping the revenue flowing. Loyal buyers are likely to give positive reviews about your brand and products and motivate more visitors to place their orders.

Here are some implementable methods of boosting your buyers’ shopping experience to win their loyalty:

Improve User Experience

To improve user experience in your store, consider building a secure connection with your clients. With their consent, you can send promotional emails and other information you think will trigger their interest.

When new products or stock arrive, make sure you alert them and even surprise them with VIP vouchers. Using their purchasing history, you can personalize buyer experiences by recommending offers to related products.

Customer communication is vital. Using email newsletters, you can share relevant content with customers and even send them surveys on how you can improve their experience.

Simplifying the ordering and payment process is also another way of enhancing customer experience. You can achieve this by adding categories of wishlists to customer accounts to allow them to save products for later purchasing.

Providing multiple payment and shipping options will make it easy to target international buyers who’ll conveniently pay for products from their mobile devices from wherever they are.

Such dedication will make them feel valued and improve their loyalty.

Create and Implement an Excellent Loyalty Program

To boost customer loyalty in your online store, consider creating a good loyalty program. Loyalty programs are proven to please your customers and build a community of buyers who’ll spread the word about your brand and products by sharing their success stories.

Reward programs make customers loyal and also provide a rush knowing that after a few more purchases, they’ll accumulate enough points to get the product they’ve been yearning for.

These programs also make them feel part of a buzzing online community that allows them to bond with other customers.

A loyalty program can help you boost your online store’s revenue and retain customers as well. You can simplify the process of joining by promoting it through email, on your website, or social media and offer them extra sign up points.

You can also take this time to put some of your products up for sale, surprise buyers with freebies on purchases, or offer discounts on particular products. If you are selling products where trends change frequently, you’ll be able to clear last-season stock and order more trending options.

Make Return Policies Easy

When your customers know that they’ll get goods quickly after ordering or returning, they’ll stay true to your brand.
Delivery issues can deter them from coming back. If a customer requests a particular outfit from your store, deliver as promised as you may be inconveniencing their plans and make them look elsewhere for attention.

Cost-effective and straightforward return policies can drive customer loyalty. Remember always to be generous with shipping prices to lure more buyers. You can offer free shipping and increase repeat customers. With buyer-friendly return policies, you may boost your e-store’s conversions.

Offer your customers multiple return options such as free two-way returns, flat-fee shipping, pickup options, a 1-year return policy, and much more. Always weigh the cost of returns against your risk of losing repeat customers.

Make Customer Support a Priority

Set up multiple ways through which customers can access support from your online fashion store. It can be through chatbots or live customer service agents who’ll answer all their questions regarding your products or address customer concerns.

Your customer support ability will reflect value to your customers. Therefore, excellent customer support should be a priority if you want to have loyal customers. The way you handle customers’ concerns, complaints, and questions makes them keep a score and form judgments about your brand.

Train your customer support teams to be friendly, efficient, and helpful to customers. A quick response will improve customer loyalty.

Enhance Your Email Marketing Strategy

Understanding your customers and speaking their language can help to improve your retention and conversion rates drastically. Create an ideal customer profile that will enable you to address their individual needs consistently.

In your email marketing strategy, offer your customers the option to receive only those emails related to the products they are interested in or those relevant to their purchase history.

Emailing is an excellent way of connecting with online buyers. To entice new customers who’ve made a purchase, you can greet them with a welcoming message, thank them for choosing your brand and your products, and offer them options for cross-selling and upselling.

To keep your web visitors engaged even if they haven’t made a purchase recently, sending them a recurrent email with a discount code can encourage them to buy from you again.

You can also send timely emails during their birthday or holidays with personalized offers. This approach is effective in improving customer loyalty.

Form Partnerships with Other Businesses

Did you know that partnering with other businesses is an excellent strategic way to increase customer loyalty? Partnering with established firms helps you identify better ways to engage, communicate and interact with your customers. For instance, through partnering, you can learn how a business engages with its customers.

If the method the business uses proves successful, there is no harm in trying it. Besides, you can access better technology that can help you communicate effectively with your customers. If you partner with a well-known business, this can dramatically improve the loyalty of your customers.

Especially for new businesses, they must consider partnering with other companies first to attract and retain customers, and eventually improve customer loyalty. Such startups can effectively do this through franchising. If you don’t know what’s a franchise, this is where a new business gets established under an existing company.

Starting and running a new business is daunting, especially in attracting and retaining customers. But through a franchise, a startup will garner a good market percentage and help keep such customers in the long run.

Final Thoughts

Your customers’ loyalty determines your eCommerce store’s growth. You should not underestimate the value of building close relationships with your buyers.

Devote your efforts and attention to satisfying their needs, and they’ll feel valued enough to make repeat purchases and help you market your products to prospects through positive reviews.

About the Author

StrategyDriven Expert Contributor | Joe PetersJoe Peters is a Baltimore-based freelance writer and an ultimate techie. When he is not working his magic as a marketing consultant, this incurable tech junkie devours the news on the latest gadgets and binge-watches his favorite TV shows. Follow him on @bmorepeters