In today’s marketplace too many companies tend to obsess over getting new customers instead of focusing on the ones they already have. Looks like businesses are putting all the energy and effort into giving out heavily discounted offers to attract new customers and do not care much about longtime relationship.
Ironically, buying growth through discounts, sales promotions and advertising is more expensive than retaining current customers. And while in the short run this strategy can fuel the growth and bear fruit, you cannot maintain it in the long run unless you have customer loyalty.
Why is generating loyal customers so important? What does it take to create customer loyalty and what benefits can it bring to your business? In this article I’d like to share some insights on the significance of customer loyalty and how to get more of it. >>>
If you’re using social media purely as a marketing tool, you’re probably doing it wrong. Social media networks have become a prominent channel for customer service. Yet, there’s still a huge gap between what consumers want from customer service on social media and what many businesses are actually delivering. Here’s the 5 musts of social media customer service to help your business bridge this gap and improve your social customer support performance.
1. Never ignore social media customer service
The very first and the most important step is simply realizing that social customer service matters. You might be skeptical of various statistics reflecting the social media role in customer service, but you can’t deny the fact that customer feedback on social media is public and visible to anyone. While consumers are more likely to turn to social media for sharing their negative experiences with companies, your brand’s reputation might be hurt if you let things go hang. >>>
Being successful in any business is about constantly doing the right things and avoiding costly mistakes. While numerous factors are responsible for success, providing outstanding customer service that is beyond industry standards is a surefire way to grow. Especially for small businesses that mostly rely on repeat customers, word-of-mouth and referrals.
Unfortunately, a huge number of small business owners refuse to take customer service seriously and keep making the same mistakes again and again. Most of them are fixable and avoidable with a smarter customer service strategy. Here’s the most common of them. >>>
With coming age of the customer only our customers decide how customer-centric our companies are. Today more and more attention is paid to customer service quality. According to Accenture Global Consumer Pulse Survey in 2013 66% of users globally switched to competitors due to poor customer service. In this article I highlighted the most important challenges which customer service faces today. As Peter Drucker said: “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” So what do we need to achieve to make our customer service better? >>>
Whether you talk to your customers face-to-face, over the phone or in live support chat online, what you say and how you say it matters a lot to your business. Believe it or not, the right language is truly important in Customer Service. Certain words and phrases can either make or break the whole impression and the way a customer is left to feel after the conversation.
Here’s my personal list of the most powerful phrases in Customer Service that I believe can make a difference to a company’s relationships with its customers: >>>
Live chat has been dramatically gaining popularity among online shoppers over the recent years. Today 30% of buyers expect to find a live chat tool on a website. However, what other benefits than real time live chat assistance does this tool bring?
Implementing a live chat solution will result not only in increased customer satisfaction level and boosting sales but will also facilitate your company customer care workflow and reduce operation costs.
This infographic shows main facts about live online chat software, what kind of benefits can be noticed if a live chat tool is being effectively utilized in your customer service cycle and what are its main advantages for businesses. Do you use live chat software for your business? Share with our readers what kind of benefits you have noticed while using it.
Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.
While unhappy customers tend to spread their negative experiences through word-of-mouth, online customer reviews and comments in social media channels, it can really hurt your brand’s reputation and even lead to revenue loss. On the other hand, the right response to a customer complaint can actually turn those unsatisfied customers into your loyal fans.
Check our Infographic with 10 simple tips on how to handle angry and rude customers effectively and 10 great quotes to remember when dealing with them. Have something to add? Feel free to share your thoughts in the comments. >>>
When complaining customers walk away from your business, it’s easy to understand why. What about those who go quietly? If you think about it and try to put yourself in your customer’s shoes, there’s always a reason why they get frustrated and leave. Most probably, you are losing your customers because of the following reasons:
# 1 You don’t care about your customers’ needs
Is your company customer-centric? If it really is, then the very first question you should be asking yourself every day is – “How can I help my customers?” instead of “What can I sell to my customers?”. The truth is your customers are the sole reason your business exists and brings you profits. But lots of companies seem to have forgotten that. If you’re focused on only your own needs and don’t put your customers at the core of your business, you’re most likely to be playing a losing game. >>>
Whatever your business is, your customers don’t really care how good and unique your products or services are. Unless they are 100% satisfied with the level of the customer service they get from your company, they might easily switch to your competitors in a blink of an eye.
To grow your business and stay on top in today’s highly competitive marketplace, you have to realize that it’s the Customer Service that really determines your business success. Statistics says that over 50% of U.S. consumers switched their service providers in 2013 due to poor customer service experiences, as stated in the Accenture 2013 Global Consumer Pulse Survey. >>>
Social media is known to be the one of the most important marketing media today. Also its importance for customer service is growing dramatically – more and more customers prefer making complaints and posting regarding their issues on social media channels. By addressing such complaints, questions and just talking to your customers you will improve their loyalty and your company’s brand awareness. According to Aberdeen Group research organizations are seeing 45% increase in customer satisfaction and 39% in customer loyalty with use of social media channels.
Moreover, not only satisfaction and retention play important role in using social media for customer service, time of response and cost are also very attractive when using such channels. A study by Simply Measured showed that 99% of brands are on Twitter, and 30% of them have a dedicated customer service line. Average response time on Twitter was 5.1 hours, with 10% of companies answering within one hour. It’s a great alternative to email support, where the response time varies from 12 till 48 hours. >>>