If you’re running a business, you understand how important it is to keep your customers happy. Statistics show the cost to keep an existing customer is about 5 to 10 times less than acquiring a new one.
If your customers receive poor customer service, you may lose them forever. Therefore, the way you treat your customers is crucial to their loyalty, and their happiness should be one of your top priorities.
Is it possible to have the best service or product in your industry and still lose customers? Unfortunately, yes. On the other hand, if you can provide top-notch customer service with just an average product, you’ll probably be just as profitable.
Research shows that 80 percent of consumers will pay more for a company’s goods when provided with great customer service.
One statistic shows why customer service is so important. Almost 70 percent of customers will stop using a business if they don’t feel valued. If you want to provide the best customer service possible, you will need to incorporate a few strategies into your process.
1. Creating Surveys
One of the first places to start is by creating surveys and asking your customers for feedback. It’s best if you keep the surveys short. Therefore, don’t give your customers a 30-minute survey to complete.
Online services like SurveyMonkey help you create a professional looking survey. These services helps customize your branding, provide quality metrics, and send your survey via social, email or the web. Provide your customers with a little incentive to complete your survey. Offer them a coupon code that provides them with a discount the next time that they buy from your business.
2. Adding A Comment Box To Your Site
Get feedback from your customers by creating a comment box and placing it on your website. Ask for their contact information or keep it anonymous.
If they do reach out to you and voice their opinion, it’s important to respond, especially if it’s a complaint. As a result, these comment boxes shows engagement and an effort to improve your service.
Typically, less than 4 percent of customers who are unhappy with your business complain. The rest of those customers will probably stop buying from your brand.
Fortunately, there is a silver lining to this problem. Investigate that feedback and improve for the future. Research shows that when resolving customers’ complaints quickly turns them into loyal customers.
3. Reviews From Third-Party Websites
Is your business is on a third-party website, such as Yelp or Google Local? Do you ignore them or do you check those listings on a weekly basis? If you’ve never been to one of these sites that have information about your business, make sure that it’s accurate. Your phone number, hours, pricing and menu should all be correct.
If customers take the time to leave their opinion, it’s important to pay attention to both the good comments and the bad. Keep track of poor experiences and positive ones. As a result, this gives a baseline for what you’re doing correctly, and insight on what to change.
5. Live Video Broadcasting
If you haven’t taken advantage of the ability to broadcast a live video, you may be missing out. YouTube, Facebook, and Instagram are great marketing channels where you can get direct feedback from your customers.
The benefits of producing a live stream are numerous. It creates authentic interaction with your audience that brings a human element to your brand. Also, it creates a learning tool to look at for feedback as well as repurpose on other marketing channels.
Live video is great for both you and your customers. They consume your content from the comfort of their couch while using their smartphone. Additionally, use their responses to fine-tune the processes of your business.
6. Keeping Up With Comments On Social Media
If your brand has a presence on social media sites, you need to stay active and track the comments. Are you reading your direct messages and comments? It’s essential that you do this on every platform your business is on.
Treat both negative and positive feedback with a positive response. Your goal is to have both types of customers know that you value their opinions. Over 50 percent of consumers who leave feedback expect the business to leave a response. If a negative comment is left, that number rises to over 70 percent.
7. Keeping Your Customers Happy
It’s a fact. If you’re unable to keep your current customers happy, it has a negative impact on your business. In many cases, it’s more important than the price and quality of your product or service. By incorporating these tactics into your marketing strategy, it can help you provide a higher quality of customer service.