The way how we connect with customers has changed significantly. These days people might see something on social media which they are interested in. They will then either ask in a group if someone knows about it and what they think, google information and reviews or read more information on your website. This means that by the time you actually connect with your customer, they might know a lot of info about your product or service already.
Here are three ways to improve the customer experience:
1. Create an emotional connection with your customers.
Recent research has shown that customers who are 'emotionally connected' to a product or service tend to be more loyal and therefore buy more. Not connecting with your customers could mean that you are losing sales. It is important to stay tuned to customers' wants and needs as this will help you to provide them with exactly what they need. By giving excellent levels of customer service and answering all their questions on your website and social media channels you can easily build a digital connection.
Social media is a great tool to build connections. Customers want to listen to true brand stories, how you got where you are, and where the brand idea came from. Sharing these stories on social media is by far one of the best ways to connect on a personal level with your customers. Testimonials are also a great way of connecting with customers and if people can see that it's a real person they will trust your brand more. Most customers are happy to give a review all you need to do is ask. Make it easy for them to leave reviews by giving them links that will take them to the correct place. If they leave a review on social media their friends will see it too and word of mouth is still the best way to build and grow your brand.
2. Make it easy for your customers to contact and buy from you
In a time where customers have endless choices, it's important to make sure your business is easily accessible. Make sure that you have the correct phone numbers, website, email address and social media platform handles to ensure that your customers can find you easily. Whether customers complete an online enquiry form or send an email, you must get back to them within 24 hours. Failing to do so could lead to you missing out on a potential new customer. Set aside time every day to check in on the social media page to see if anyone has asked questions that need responding to. It's important to keep checking as not responding means upset customers who will source their product elsewhere.
There are different words that you can use in the texts on your website and in your social media posts that will help to build trust in your products and services. Using words like discover, easy returns and guaranteed satisfaction can help to set new customers at ease. If you use the keywords that they use to search for you they will feel that you understand their problems and are more likely to buy from you. This helps them to like, know and trust you. Be careful not to use too many technical terms and industry jargon as this can make everything sound very complicated and that might put them off.
If you take online payments try to keep it simple. No one wants to go through the process of choosing their products to then be put off at the end by an over complicated payment system. Think about how you would like the payment process to work and test it to make sure it really works!
3. Deliver good customer service
85% of customers will not revisit a company because of a bad experience. You do not want that to happen to your business. Providing a gold level of customer service is pretty vital to any business these days.
Qualities of good customer service could be:
Listening to the customer
Let the customer speak. Let them have their say. Be patient with them.
Taking initiative
Use your knowledge of your business and product and use it to your advantage. The customer may not know they need your business but with your experience, you can change their minds.
Follow up on any actions promptly
This goes back to the topic of communication. Telling a customer you are going to do something for them and then not getting back to them shows them you are not interested in their business. If you say you are going to do something then ensure you do it promptly.
Show empathy.
Ensure you make the customers know you understand how they are feeling and that they are not just a sale. Understanding and acknowledging their feelings helps them and will bring them back to you time and time again.
All of these points will help you build a strong business where customers will become loyal. Times are currently hard for most businesses and customers, so go that extra mile for your customers; you will not regret it!
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