Hi there Crusaders.
The customer is always right . . . yes?
Anyone who has worked in a call centre will tell you that the adage “the customer is always right” is definitely not universally applicable.
But that’s no reason to start an argument with your client at the expense of customer service. They may not always be right, but they are ALWAYS important.
In fact, second to your employees, they are by far the most important part of your business,
FACT: The way you treat your customers will determine whether you succeed or fail in the long run.
Customer experience really is king.
As much as businesses differ from each other, so customer experiences vary across industries. As a general rule, you want to make interacting with you as appealing, fun, and painless as possible. That starts with your initial point of contact which, for most of us these days, is your website or e-commerce platform.
Making small tweaks and changes to your website design can drastically improve the experience for visitors. When people have a better experience on your website, they are more likely to subscribe to your email list, buy a product and engage with your brand.
Here are a few suggestions to help you improve your customer experience and grow your business.
Give incredible value for free.
Educate your customers. Your product or service probably solves problems that your audience didn’t even know existed. If you don’t inform your customers of the benefits of what you offer, they may not appreciate what you can do for them.
Set up a customer contact program where you can provide real value and training that will help them in their lives. It could be in the form of a blog, podcast, Youtube channel, or direct email. Regularly add new content that teaches customers how to keep getting results from your service so they will want to come back.
Remember: If you want people to invest in your brand, you need to invest in them first. How much you earn is a direct reflection of how much value you give.
And if you’re not sure what training your customers would enjoy, ask them . Add a survey on your website or social media, or send out a mail to your audience. Ask users what kind of problems they face, and use that information to build your content.
Make your website mobile-friendly.
These days, all good experiences start with your website. You could have a mountain of valuable content and the most amazing customer service. You could even have the perfect product. But if your site doesn’t work, visitors will not experience any of it.
The most crucial aspect of that is that they are completely mobile-friendly. Well over 80% of all online interaction is now done on mobile devices, and it’s growing all the time.
If you neglect to use a mobile-friendly design, you WILL lose over half of your audience due to the poor experience. That will kill your sales, traffic and brand confidence.
Provide 1st Class Customer Service
Speed is probably the biggest factor in the quality of the customer service experience.
Try not to make customers wait too long after they reach your business. If you don’t get to them in time, there’s a chance they will go to a competitor with a faster response time.
Also, go above and beyond the expected response when replying. Instead of just answering their query, offer extra information and support. Reinforce that you will not be happy until they are completely satisfied.
Top-notch customer service is a very effective way of making your customer feel special and important. As you know, that is essential for growing your business.
Interface with your business as the customer
Physically put yourself in your customers’ shoes and go through your own processes as you would expect a potential customer to. Be critical about the experience as if you were going through a competitor’s process. Is there anything that can be improved or streamlined? Does everything you experience make you feel important and special? Does everything work? Does it encourage you to build a relationship with this business?
It’s all about trust and relationships
Try to build strong personal relationships with your customers and make them feel like they’re part of your brand. Every sale has an emotional component involved, and people are more likely to come back to you if you take good care of them.
Good customer service involves having responsive and clear communications. Use empathy and always act on customer feedback.
I hope these pointers will help you boost your brand in the eyes of your audience, and turn one-off buyers into life-long clients.
As you know by now, I’m busy finalising our new [BYDB] Build Your Dream Business Course, and this topic will be covered in it along with many others.
Keep a lookout for it. The launch will be soon, and there will be great discounts on offer for early sign-ups!
Have an awesome week and take care out there.
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