The Customer-Centric Approach
Entrepreneurs across the globe have often contemplated over a common thought, a seemingly simple question – what makes a business successful? Well, the short answer to this question is building a happy and satisfied customer base. In the 21st century landscape, businesses are focused on providing an excellent customer experience.
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Boosting profits on account of bad customer experiences is no longer a sustainable strategy. In the contemporary business world, improving the customer experience is not just limited to providing quality products or services. Today, it’s all about creating a phenomenal experience that compels an individual to be a long term customer.
The emphasis is laid on the process of buying a product or service rather than the actual product or service itself. This changes the narrative from what makes a business successful to what makes a customer happy. Improving relations with your customer will help you create loyal customer bases who value your brand more than anything else. Let’s take a deep dive into how you can boost customer relations and improve your business.
Personalization
The one size fits all approach is a 20th Century strategy and doesn’t go well with the modern customer. Personalization is the key to connecting with your customer on a human level. It doesn’t have to be business to customer interaction. Personalized emails and messages that have the customer’s name perform far better than the generic ones. As per marketing research reports, the personalized emails had 29% higher open rates and 41% higher click rates. This improves interaction and relationship with the customer.
Quick Query Redressal
All of us consume something or the other, in terms of products and services purchased from businesses. It’s time to put yourself in the customer’s shoe and evaluate what can be done better when it comes to handling customer queries and complaints regarding the products or services offered.
Customers value their experience with your brand even more than the quality of the products or services you offer. They expect a quick reply for their query and convenient customer support that doesn’t require them to go the extra mile. Today’s customer values their time more than anything else.
Customer Loyalty Programs
It’s time to think about what are you doing differently for your loyal customer? What should keep them loyal to your brand when they have a plethora of options to choose from? Maintaining a loyal customer base requires a commitment to your existing customer and rewarding them generously for sticking with your brand, and this would indirectly increase your revenue.
You can leverage your customer data to find out your high-value and long term customers and provide them with a discount coupon to purchase your products and services. Offering them freebies from time to time also keeps them loyal for the long term. Think of it as giving back to the society and people who support your business. It shows how much your brand cares about its customers. After all, care is the best marketing strategy ever!
Social Media Engagement
In this digital era, you need to spend a good amount of time with your customer. What’s better than social media to spend quality time with your customer? The digital world has so much to offer to businesses, you can leverage social media to your benefit and engage with your customer on a personal level.
Posting updates about your brand and daily activities keep them better informed about your brand. As per research reports, almost 70% of customers who complain on social media handles like Twitter expect a response within an hour. Social media can easily be a catalyst to your company’s growth by helping you connect with your customers effortlessly.
Free Trial & Product Guide
Think of a time when you refused a free offering from your favourite brand or any other brand? We’re guessing that’s never been the case. Everybody appreciates a freebie. Giving free trials to your customers helps to create a positive image of your brand and keeps them loyal to your company.
The modern customer is better informed about things and likes to help themselves instead of asking for a spoon-feeding. You can create useful product guides that will help your customer to address their queries without any external help. This creates a sense of achievement for your customer and is in line with the independence quotient.
Clear Refund Policy
One of the most important factors that can make or break the game for your business is your refund policy. In the age of ecommerce, people prefer to buy things online with the help of their smart devices. A clear cut refund policy will help to build trust and address all their doubts regarding your business.
Not having a clear cut refund policy can even turn away the most interested buyers as they are unsure about your services. As per ecommerce industry data, as high as 30% of all products sold over ecommerce are returned. This can be due to various factors such as an incorrect address, wrong product delivery, broken product, etc. Customers need to be sure than they will get their money back in case an unfavourable situation arises.
Omni-Channel Support Mechanism
The importance of Omni-channel support is higher in the SAAS industry, where it can take a lot of time to contact a real person who can handle your specific query. It can lead to cancellation of services by the customer due to poor support. You need to be present on all channels possible to reach your customers and engage with them.
Customers have multiple channels to buy your products and services; you don’t know which channel they might opt for. To keep things in control, you have to be Omnipresent. Some of the mainstream channels include social media support, email support, phone support, live chat support, etc.
