Businesses not only need to look for intelligent ways to attract new customers, but they need to actively strive to retain their existing customers’ loyalty.
Yet, you will only be able to do so if you give them a reason to choose you over your industry rivals, which is why you must go above and beyond every day. If you want to secure their custom year after year, find out how to successfully impress your customers.
1. Exceed Expectation
Customers will want to buy products and services from companies that continually exceed their expectations. So, throw in a free gift with a purchase, provide a discount on their next order, or go above and beyond to help resolve a problem they are facing. It’s the little things that will make a big difference to customer service.
2. Act Upon Their Feedback
Not only should you routinely ask for your customers’ feedback on your goods and services, but you must carefully listen to their opinions. You should then act upon their feedback to make the necessary improvements to provide exceptional value continually.
It might even be helpful to send them a thank you letter or email for their suggestions and state how you plan to improve your business following their advice.
3. Make Your Customers Smile
Make your customers smile from ear-to-ear by presenting them with a thoughtful promotional gift. The branded items will help you to remain in your customers’ minds, so they’ll be more likely to turn to your business when they need your products or services.
You could provide a useful item, such as branded coffee mugs or koozies, or you could present them with something a little more fun, such as promotional toys or bulk rubber ducks. For the latter, check these out, and either select the classic rubber duck, the fun glow in the dark duck, or even an astronaut duck.
4. Know Your Clients
Customers don’t want to feel as if they are just a number. If they call your business and you cannot remember who they are, when they ordered or what they purchased, they’ll have less loyalty to your business.
Retain their custom by ensuring the customer service operator instantly knows your clients. Sounds easier said than done, right? Well, it doesn’t need to be. Simply invest in CRM software, which will provide every detail about your client, from their order history to their correspondence.
5. Instantly Respond to Emails
Nothing can be more frustrating than waiting for an email back from a business. Maintain customer satisfaction by sending an automated email to their inbox once they have hit send, which should detail that you have received their message and when they will be contacted with an answer to their question – and ensure you deliver on your promise to avoid disappointment.
6. Train Your Team
If an employee does not understand the business inside and out, they might struggle to answer your customers’ questions correctly, leaving the customer unimpressed. Ensure you never disappoint by effectively training your team, so your staff will appear helpful and confident, projecting a professional and trustworthy image.
7. Hire the Right Employees
Rude, lazy or unhelpful employees will fail to project the right image to your customers, which could force them to turn to your competitors. It is important to weed out this type of behavior to improve customer satisfaction. You also should ensure you only hire the right person for the job, so look for a candidate who shares your company’s values, beliefs and commitment to hard work.
8. Reward Creative Employees
Customer satisfaction should be at the heart of your business. Encourage your team to delight your clients regularly, so they’ll return to your business again and again. You also should reward your creative employees for their initiative, which will encourage other members of staff to follow in their footsteps.
9. Identify Your Customers’ Needs Before They Do
Establish yourself as an industry leader by identifying your customers’ needs before they do. For example, fix an obvious typo or recommend a different product or service for their needs (even if it’s cheaper). The extra time and attention will prove that you’re not only an expert in your field, but that you really listen to your customers, which could secure their custom for life.
10. Allow Your Team to Go Off Script
Many customer service operators are restricted to a strict script when interacting with clients, which can make them seem almost robotic. Impress your customers by allowing them to go off script by providing a human response to a question, and allow your team to ask follow-up questions when necessary. It will help to humanize your business and prove you genuinely listen and care about their needs.
About: Steve Conway is a content marketing professional and inbound marketing expert. Previously, Steve worked as a marketing manager for a tech software start-up. He is passionate about discovering new software that will advance his already well-honed digital marketing techniques.