Originally Posted On: Providing A 5-Star Service For Your Customers | Internet Vibes
Did you know that over 90% of consumers now read online reviews before contacting a business or purchasing a product? With many of us now researching brands, retailers, and service providers before buying, it is more crucial than ever for businesses to prioritize customer service and experience. In this guide, we’ll offer tips to ensure you provide your customers with a 5-star service as standard.
Customer support is an integral part of customer service. Most of us have been in a situation where we’ve waited hours or even days to respond to an email, or we’ve been on hold on the phone for what seems like an age listening to the same instrumental versions of songs on loop. As a customer, there is nothing more frustrating than having to wait to get answers to simple questions or being unable to speak to somebody if you have an issue, a complaint, or a query.
Business owners should be aware of the importance of providing responsive, swift support options for their clients. Questions and queries can contribute to shoppers abandoning their carts or choosing to contact another business, and being put on hold can affect the impressions and perceptions customers have of your company.
If you’re eager to improve service by enhancing customer support options, it’s an excellent idea to offer an array of contact channels and consider using a professional telephone answering service. This way, you can maximize the chances of taking every call and responding to every inquiry promptly, and you can also cater to a wide range of customers.
If you offer email assistance, phone lines, and live chat on your website, for example, your customers should be able to contact you no matter where they are or what time it is. Quick, helpful customer support services will not only enhance your brand image and reputation but can also make the difference between converting leads and closing sales.
Over 80% of consumers trust online reviews as much as recommendations from friends and family. Feedback is not only useful for consumers. It’s also precious for business owners and employees. If you have access to feedback and reviews, take the time to read comments. Please take note of issues or complaints raised and make it your mission to address problems as quickly as possible.
It’s also an excellent idea to consider ideas and suggestions put forward by your customers. If you ask questions about how you could improve the service, for example, you might find that your clients have some brilliant ideas. Perhaps they would like to see a wider range of payment options, and maybe they would buy more if delivery was free, or perhaps they think that more customers would visit if opening hours were extended.
Pricing should be a priority for all business owners but offering the lowest prices is not always the best tactic. While some people will always buy from the retailer or website that offers the lowest fee, most buyers search for good value for money. Adding value to your products or services is an excellent way to persuade people to buy from your brand or store and to set your business apart from competitors.
You may wish to use high-quality materials or fabrics to enhance value for your customers, or you might offer additional services that make your customers feel like they are getting more for their money. Examples include personalizing gifts or offering a wrapping service, offering buyers the chance to earn points for every purchase, or providing an unlimited next-day delivery service in exchange for an annual fee. Keep an eye on your competitors, analyze prices across the marketplace, and ask your customers about the kinds of incentives, features, services, or promotions they would be interested in.
The way we shop and consume products and services has changed and evolved. People are looking for high-quality products at affordable prices, but they want more. Today, consumers are looking to enjoy an experience when they go into a store, they stay in a hotel, they book a hair appointment, they shop online, or they reserve a table at a restaurant or bar. Customer experience can make the difference between attracting and keeping hold of clients and losing out to rivals.
There are multiple ways to enhance the experience you provide. From offering excellent customer service and support and tailoring the journey to suit your ideal customer to adding original features, elements, or services and making shopping or booking appointments easy and hassle-free, it’s wise to take a walk in your customer’s shoes. Go through each phase of the customer journey, make observations, address weaknesses and use feedback and analytics.
One of the most costly errors businesses can make is putting all their time and energy into attracting new clients. Keeping hold of customers is hugely beneficial for sales but also for enhancing brand reputation. Loyal customers are more likely to buy from you again, and there’s also a good chance that they will recommend you to their friends and family and leave positive reviews online.
Looking after your clients boosts retention rates and could help to create and convert more leads. There are many ways to reward loyalty, from bonus schemes and points when you spend to freebies, giveaways, and access to exclusive sales and deals. You could also offer incentives for referring friends and family and leaving reviews.
Reviews carry more weight than ever before, so businesses must go all-out to impress customers. If your ratings are average or satisfactory, there are several steps you can take to attract rave reviews. Prioritize customer service and support, collect and analyze feedback, take ideas on board, provide a positive, enjoyable experience for your clients, add value, and reward loyal customers. Keep in touch with your clients, engage and interact and add a personal touch to communications.
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