The customer experience should always come first. However true this statement is, more often than not, that’s not what happens in service delivery. A customer gets all excited over purchasing your product or service, but by the time it’s getting to them, they want nothing to do with your business.
We witness customer’s complaints on social media where they lay all their frustrations out about how a brand or business ‘treated’ them. The charges range from “rude employee, to dismissive business owner, to no repose, to delayed action, to products delivered in deplorable conditions.” These negative reviews could tank your entire business.
According to Invesp conversion rate optimization company, it is costly (5*) to attract a potential customer, than to keep an existing customer.
Not only is it essential to sell a high-quality product, how you attend to the wants and needs of the customer leaves a lasting impression. Finding a new customer is much more complicated than retaining one. If you want a repeat customer, then their experience with your business should be satisfying.
A loyal customer will always support your business because they know your product is top quality. It’s up to you to hold your product accountable and build that loyalty and trust to get a sustainable, thriving business. You don’t have to assemble a customer service department before you satisfy customers. A small team can still provide support and deliver a memorable experience that will prompt the customer to keep coming back for more.
1. Show off the team and empower them.
As far as the humanization of online businesses goes, customers who seek services want to connect to and create relationships with real-life breathing individuals. As much as possible, introduce your team to them. Whenever customers have an issue or concern, it becomes easier to relay it to someone familiar to them.
Invest in boosting morale in the workplace for your employees to be satisfied and motivated. An empowered workforce will treat customers like humans if they are also treated well at the workplace. This way, they’ll enjoy delivering your goods and services to customers.
2. Communicate well and invite customer feedback.
Have time for your customers, do not leave them in the dark. How to communicate to them matters a lot, and it tells them you listen, you value them and their opinions. Accept feedback, no matter how brutal it could be worded. Your communication delivery is vital and should not come across as passive-aggressive or rude.
Listen to your customers, and personalize your conversations. Assure them that all their concerns will be looked into and solved. Do not leave room for dissatisfaction with your response. Speaking of, make sure your website has a “Contact Support” page where customers know they can always reach you with a query or concern.
Continued honest feedback is suitable for your business. It’s an opportunity to improve on areas that could be bad for business. You can ask them to rate their experience with your business. It is advisable to first build rapport with them before you take this approach.
You could start a simple chat, with direct open-ended questions about how their experience has been with your business or brand. Ask them about the standard of your product, if it served its purpose, and whether the service delivery was up to expectations. Encourage them to respond, make them feel listened to.
Alternatively, you can create a survey on Google Forms and share it on your social media channels or the weekly newsletter or your website’s homepage. Here you can give them the option to remain anonymous, to enable you to gather honest feedback from them. Some customers do not voice their feedback to your platforms directly.
Use social listening tools that automate the process of monitoring feedback and tracking customer demographics. Otherwise, search for your business name for more pointers. Act on this feedback provided. Ensure the strategies created will limit the chances of hearing similar concerns. Then explain to your customers through a tweet or email that you have corrected the issues.
3. Personalize messaging to returning visitors.
A reminder, not everyone will convert for the very first time they visit your site. It is crucial to capture a visitor’s email address through pop-ups on your website. You can follow up, fix the issue and drive urgency to buy your items.
Cater to returning visitors by personalizing their on-site or email experience with a “welcome back” message. It helps create an emotional connection between your brand and the customer. You may even offer free content downloads or give them a discount or loyalty coupons to redeem on their next purchase. Keep them engaged while you maximize their lifetime value.
5. Improve on response time.
Delayed responses or no responses at all chase away customers and prospective buyers. Check and respond to all the concerns, queries and customer feedback regularly and promptly. You can schedule a time for customer correspondence daily if you don’t have a dedicated customer service employee.
Facebook, one of the platforms that connect with customers and prospects, shows how quickly you respond to your inbox messages. Your response rate and time communicate to your customers that you are active, and they can trust in your business. By keeping track of your response rate, you can find ways to improve on your time.
6. Dedicate resources to customer service.
Excellent customer service does not just mean dedicating all the time you have to respond to your clients. You also need resources or tools to help simplify the team’s work. Facebook’s “very responsive” rate is awarded to businesses that respond in under 15 minutes.
That essentially means you have to be on the platform almost throughout. That’s not the reality for small businesses that have to juggle so much in a day. There is software that calls up a customer’s profile and shows how many instances the customer has called in, including the ticket raised. It’s a relief to customers who would otherwise be compelled to repeat a concern they’ve raised before to a different staff.
If you receive similar questions and feedback from customers and know that you cannot provide around-the-clock live support, automation can ease up your time. You can create a chatbot to respond to such matters, and you should inform your customers about it. Facebook’s instant replies are helpful for your customers and increase the response time. You can create a reply message that asks your customers or prospects for information such as email and a description of the problem the issue they have.
You can also create an online help centre that shares those quick answers to the most commonly asked questions from customers. Update this centre with content regularly depending on the issues you come across in the tickets. As earlier mentioned, most customers prefer to speak to a real voice. However, others do not mind if the answers are just a click away.
Alternatively, automating back-office tasks is timesaving for the business and can help return focus to the client. These examples of customer service strategies are practical and will improve the customer’s experience.
7. Help customers solve a real problem.
Provide real value to your customers by creating a free authentic and helpful content hub on your website that acts as a resource guide. This creates long-term relationships.
Take our website for example;
As much as we help you build your own eCommerce business, we also provide value-added information on our blog section to solve any problem you might be having as a client or a business owner. We are here to help.
8. Embrace new technology and payment options.
A customer’s experience should be made easy and smooth as much as possible. This includes the final step for them – paying for your service or product. With the aid of technology, different payment methods have come up, and it’s only right to integrate them to avoid scenarios where customers walk away because they couldn’t find a convenient payment method in the options available.
Be flexible enough to provide this convenience to customers who would seek it from other competitors. The online methods should also be well secured and streamlined to avoid fraud and data mining claims. Be equally transparent on how you secure personal data.
9. Improve eCommerce customer delivery experience.
Customers go through quite a long journey to receive their products. It is therefore essential that they receive their bought goods, in good time and condition. An undelivered or missing parcel translates to one customer lost. Customers now expect free deliveries, fast delivery speeds and more flexible delivery options.
Here is how to improve customer delivery experience and boost retention;
- At the point of order – communicate to them the delivery options, payment options and the cost during checkout.
- In transit – update your customers with deliveries. You can send a tracking order for them to track their goods online. Otherwise send update emails at every step.
- On delivery – collect and respond to their feedback. Ask the customer to rate the experience. It shows you listen to them and value their input.
A satisfied customer will come back for more again and again. Ensure that you have placed working strategies that will create a memorable customer experience and boost chances of them staying on for longer and building brand loyalty.